Fire Area Service Support Coordinator

Johnson Controls, Inc.; Honolulu, Northern (HI, KY); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

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

Job summary

Johnson Controls is hiring for a Customer Service Operations role in Honolulu. The position coordinates service requests, schedules technicians, and communicates plans to customers to meet expectations. It requires independent work, strong organization and the ability to manage multiple projects simultaneously.

The role offers competitive pay, paid training, and extensive benefits as part of our global team. Join us to help deliver reliable service and build long-term customer relationships.

Qualifications

• Associates degree preferred, high school diploma or equivalent required.
• 3-5 years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently with strong organizational and attention to detail.

Responsibilities

• Coordinate customer service requests from initiation to completion and maximize technician productivity.
• Schedule and dispatch Technicians with guidance from Team Leads.
• Communicate plans and services to customers and ensure work meets expectations.
• Maintain daily schedules for Technicians and ensure timely follow-ups with customers.
• Participate in business review meetings and support billing, claims, and customer retention activities.

Skills

Interpersonal skills

Organizational skills

Attention to detail

Multi-tasking

Education

Associates degree preferred / high school diploma or equivalent

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 3-5 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: $35- $42 (Hourly rate to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However, we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. If you believe yourbackground warrants consideration beyond the stated range, we encourage you to apply. Tosupport an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details, please visit the About Us tab on theJohnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us