Fire Repair Scheduling Lead

Johnson Controls; Kansas; Presencial; USD 79 000 - 108 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401(k)

Medical insurance

Dental insurance

Vision care

Vacation (15 days first year)

Sick time

Cross-training opportunities

Employee discounts

Zero Harm culture

Resumo da oferta

Johnson Controls in Kansas City area seeks a Supervisor, Fire Repair Scheduling to lead dispatch coordinators and schedulers. You will own service scheduling, resolve escalations, and ensure on-time delivery while coaching the team.

Partner with field leaders, apply QA standards, and manage staffing with trainers and managers. The role demands strong communication, organization, and a customer-first mindset in a fast-paced environment.

Qualificações

• Bachelor’s degree or an equivalent combination of education and experience.
• At least 3 years of experience in a customer service-related role.
• 2 years of fire sprinkler related work experience.
• 1+ years of leadership experience.
• Experience with Oracle/SEDU applications.
• Advanced proficiency in Outlook, Excel, and Word.
• Excellent communication skills and strong organizational ability.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Ability to solve complex problems and support difficult customer situations.
• Comfort working with leadership, escalations, and team development responsibilities.

Responsabilidades

• Lead and support a team of dispatch coordinators and schedulers in the Centralized Services Group.
• Own electronic and sprinkler service scheduling to help ensure on-time delivery, strong field efficiency, and productivity.
• Support team members in resolving complex customer complaints and follow issues through to completion.
• Assist the Contact Center Manager with classified information and complex or extreme complaints, as needed.
• Maintain QA standards and provide coaching and feedback to identify development areas.
• Coordinate onboarding and hiring activity with trainers and managers to help ensure appropriate staffing.
• Drive performance management through training, mentorship, and daily performance follow-up.
• Use the SEDU platform to schedule service work and coordinate with district partners.
• Support external and internal customers with urgency and a strong service mindset.
• Maintain service level expectations for the field support line and assist with escalations.
• Understand and execute service requirements within complex collective bargaining agreements where applicable.
• Perform other duties as assigned.

Conhecimentos

Leadership

Customer service

Communication

Problem solving

Organization

Multitasking

Team coaching

Collaboration

Formação académica

Bachelor’s degree

Ferramentas

Oracle/SEDU

Outlook

Excel

Word

Descrição da oferta de emprego

Johnson Controls in Kansas City area seeks a Supervisor, Fire Repair Scheduling to lead dispatch coordinators and schedulers. You will own service scheduling, resolve escalations, and ensure on-time delivery while coaching the team.

Partner with field leaders, apply QA standards, and manage staffing with trainers and managers. The role demands strong communication, organization, and a customer-first mindset in a fast-paced environment.