Fire Repair Scheduling Coordinator II

Johnson Controls, Inc.; Richland (MS); In loco; USD 29.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive benefits

Descrizione del lavoro

Johnson Controls, Inc. is hiring a Scheduler to manage service work and optimize technician schedules. You will use the SE DU scheduling platform to assign tasks, update daily activities, and ensure customer commitments are met.

Strong communication and organizational skills are essential to coordinate with project leaders and field teams. Responsibilities include daily reconciliation of customer requests, proactive issue resolution, and maintaining clear status updates for customers.

Competenze

• 2 years customer service experience
• Expert communication skills
• Expert organizational skills
• Coordinating/scheduling in a service-related industry
• Intermediate Excel skills

Mansioni

• Schedule and optimize service work to meet customer commitments
• Use the AI Scheduling Platform (SEDU) to create technician schedules and maintain daily activities
• Communicate schedules to customers and resolve issues
• Coordinate with project managers/coordinators to align labor and licensing needs
• Reconcile external and internal customer requests daily and monitor schedule adherence

Conoscenze

Customer service experience

Communication skills

Organizational skills

Scheduling coordination

Excel skills

Formazione

Associates or Bachelors preferred

Strumenti

Oracle systems

Descrizione del lavoro

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

This position will be responsible for the scheduling and optimization of service work. Scheduler will have the responsibility of ensuring all customer commitments are met in-regard to service delivery.

Utilize an AI Scheduling Platform (SEDU) to create technician schedules and help identify changes, updates, and maintenance of daily technician activities.

Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert leadership of potential problems resulting from customer or field complaints and work to resolve.

Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required.

Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.

Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer in-regards to early or late anticipated arrivals.

How you will do it:

• Receives customers, electrical contractors, Project Mangers, and or Project Coordinators requests for unscheduled or scheduled work . Determines customer needs and matches appropriate Technician with assistance from the Operations / install team leads as needed.
• Communicates the schedule 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 external and internal customer requests daily.
• Coordinates labor scheduling to align technicians to the appropriate customer and required licensing if required with assistance from the Operations / install team leads as needed .
• Ensures Technicians are provided updated daily schedules via the scheduling platform prior the next day and are provided details of the projects , scope and contact information with assistance from Project Mangers, Project Coordinators and Operations / install team leads .
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Maintains and manages multiple Installation email INBOXES for Daily Construction reports, Installation NFPA 72 Record of Completion documents and Test and Inspection reports .
• Develops and maintains viable long-term relationships with customers, electrical contractors and subcontractors.
• Participates in weekly Operations/ Installation meetings by preparing and discussing Scheduling status and customer satisfaction positive and or negative issues .
• Researches and follows up on questions identified during monthly business review.
• May work with the Service Scheduling team for requests to maintain installation technicians utilization and or special situations for scheduling .

• Business review support
• Billing support
• Customer retention support
• 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

Qualifications –What we look for

Required:

2 Years Customer Service Experience

Expert Communication Skills

Expert Organizational Skills

Coordinating/Scheduling in a service-related Industry

Intermediate Excel Skills

Minimum Qualifications/Skills:

2 years customer service experience

Associates or Bachelors preferred

Experience working in a JCI District Office or in a fast-paced work environment

Excellent written and communication skills

Use of Oracle systems preferred

Product knowledge of life safety (Fire Alarm & Sprinkler) equipment preferred

HIRING HOURLY RANGE: $21-$29 (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 yourbac ground 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