Fire Area Service Support Coord

YDU JC Air Cond & Ref Inc.- Dubai; Huntington Beach (CA); On-site; USD 29,000 - 44,000; Full time

Benefits offered by this job

Competitive starting pay

Paid training

Comprehensive benefits

Health insurance

401(k) savings plan with company match

Wellness program

Job summary

Johnson Controls is seeking a Customer Service Coordinator to manage service requests from initiation to completion, coordinating technicians with guidance from Team Leads to maximize productivity and profitability while meeting customer expectations.

You will match customer needs to the right technician, communicate an actionable plan, ensure work is completed to satisfaction, and support billing, warranties, and account information while building durable relationships with customers and

Qualifications

• Associates degree preferred; high school diploma or equivalent required.
• 2–4 years of service industry experience in operations or scheduling.
• Strong organizational and detail-oriented skills.
• Excellent interpersonal and communication abilities.
• Ability to manage multiple projects with tact and persistence.
• Prioritize work based on financial impact to goals.
• Experience with cost accounting principles is desired.
• Ability to influence diverse teams to accomplish tasks.

Responsibilities

• Coordinate customer service requests from initiation to service completion.
• Schedule and dispatch technicians with guidance from Team Leads.
• Analyze technician performance and adjust to enhance satisfaction.
• Determine customer needs and match the appropriate technician.
• Communicate action plans and services to customers.
• Ensure work meets expectations and perform follow-up as needed.
• Answer inquiries and resolve or escalate issues as appropriate.
• Reconcile all service requests daily.
• Coordinate labor scheduling and ensure daily schedules.
• Maintain communication with assigned Technicians.
• Assist with creation of L&M quotations.
• Develop and maintain relationships with customers and subcontractors.
• Participate in business reviews and discuss profitability and satisfaction.
• Support billing, warranty claims, and account information processes.
• Handle overflow duties for Customer Service Agent Assistant.

Skills

Interpersonal skills

Organizational skills

Attention to detail

Prioritization

Communication

Education

Associates degree

High school diploma

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. Be part of the future! We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we’ll give you the space and opportunities to grow and succeed. We are committed to make a difference.

What we offer:

• Competitive Starting Pay
• Paid Training
• Global Advancement Opportunities
• Company Vehicle (as applicable)
• Referral Bonuses
• Comprehensive Benefits
• Medical/Dental/Vision insurance
• Health Savings Account (HSA)
• Life Insurance
• 401(k) savings plan with company match
• Short-Term and Long-Term Disability
• Employee Assistance Program
• Wellness Program
• And More!

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.
• 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.

What we look for

• Required Associates degree preferred, high school diploma or equivalent required
• Preferred minimum of 2-4 years of service industry experience 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.

HIRING HOURLY RANGE: $21.44- $32.21 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. 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. If you believe your background warrants consideration beyond the stated range, we encourage you to apply.

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 https://jobs.johnsoncontrols.com/about-us.

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.

Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission‑critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.