Fire Repair Scheduling Lead – Dispatch Team Supervisor

Johnson Controls; Oregon; Hybrid; USD 79,000 - 108,000; Full time

Benefits offered by this job

401(k) Plan

Paid vacation/holidays/sick time

Medical, dental, vision coverage (day

Cross-training opportunities

Employee discounts

Job summary

Johnson Controls is seeking a Supervisor, Fire Repair Scheduling to lead a dispatch and scheduling team in the Centralized Services Group. The role focuses on on-time sprinkler service delivery, QA standards, and staff development to enhance customer satisfaction and field efficiency.

You will partner with internal teams and field leadership, manage escalations, and ensure staffing through onboarding and training programs while navigating complex agreements.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Customer service

Communication

Organizational ability

Problem solving

Multitasking

Education

Bachelor's degree or equivalent

Tools

Oracle/SEDU

Outlook

Excel

Word

Job description

Johnson Controls is seeking a Supervisor, Fire Repair Scheduling to lead a dispatch and scheduling team in the Centralized Services Group. The role focuses on on-time sprinkler service delivery, QA standards, and staff development to enhance customer satisfaction and field efficiency.

You will partner with internal teams and field leadership, manage escalations, and ensure staffing through onboarding and training programs while navigating complex agreements.