Dispatch Service Agent 1

Alloy Enterprises; Johnson City (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

Johnson Controls seeks a service scheduling coordinator to manage unscheduled and scheduled service requests, matching needs to technicians and ensuring timely, cost-effective delivery of field services.

You will work under supervision with Team Leads to optimize technician utilization, communicate plans to customers, and follow up to ensure satisfaction. A strong focus on organization, multitasking, and client relations is essential.

Qualifications

• Strong organizational and attention to detail skills.
• Ability to perform work independently.
• Excellent interpersonal and communication skills.
• Ability to prioritize work with financial impact in mind.
• Experience or understanding of project accounting or costing is desirable.
• Ability to influence diverse teams to accomplish tasks.

Responsibilities

• Coordinate service requests and dispatch Technicians with Team Leads.
• Match customer needs with Technician or Team Lead assignments.
• Communicate action plans and services to customers.
• Ensure work meets customer expectations and perform follow-up.
• Answer inquiries and resolve or escalate issues as appropriate.
• Reconcile service requests daily.
• Coordinate labor scheduling and daily technician schedules.
• Maintain consistent communication with Technicians.
• Participate in business review meetings with relevant account information.
• Assist with L&M quotations and warranty claim administration.

Education

Associates degree preferred; high school diploma or equivalent required

Job description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

What you will do

Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads.

Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it

• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Upon completion, reconciles all service requests daily.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• Ensures Technicians are provided daily schedules.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Assists with creation of L&M quotations.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues.
• Researches and follows up on questions identified during monthly business review.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Business review support
• Billing support
• Customer retention support
• Facilitates administration of warranty claims.
• May guide and prioritize the activities of the Customer Service Agent Assistants.
• Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
• Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department
• Other duties and administrative activities as assigned.
• Qualifications – External

What we look for

Required

• Associates degree preferred, high school diploma or equivalent required
• Preferred minimum of five years of service industry experiences managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Experience and/or basic project accounting or costing principals is desired.
• Able to influence diverse teams to accomplish tasks/goals.

• This position includes a competitive benefits package.

HIRING HOURLY RANGE: $20.19 - $30 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.