Lead Fire Repair Scheduler & Dispatch Team

Johnson Controls; Kansas City (MO); On-site; USD 79,000 - 108,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental, vision coverage

Paid vacation and holidays

Employee discount programs

Job summary

Johnson Controls is seeking a Supervisor, Fire Repair Scheduling to oversee a remote/on-site team of dispatch coordinators and schedulers. You will drive on-time service delivery, coach staff through complex customer situations, and collaborate with cross-functional partners to keep field work moving efficiently.

You will mentor on onboarding, balance urgent scheduling decisions, and maintain high service levels while adhering to labor agreements where applicable.

Qualifications

• Bachelor's degree or minimum 6 years in a customer service-related role.
• 2 years of fire sprinkler-related work experience.
• Experience with Oracle/SEDU application.
• Advanced skills in Outlook.
• Proficiency in Excel.
• Proficiency in Word.
• Excellent communication skills.
• Strong organizational skills and attention to detail.
• Ability to multi-task and manage competing priorities.
• Ability to solve complex problems.
• Strong people leadership mindset and a genuine interest in developing others.

Responsibilities

• Lead and support a team of dispatch coordinators and schedulers responsible for fire sprinkler service work.
• Assist team members with complex customer complaints and follow through to resolution.
• Partner with the Contact Center Manager on classified information and complex or extreme complaints.
• Maintain QA standards and ensure coaching and feedback are completed to identify development areas.
• Coordinate scheduling to support on-time delivery, field efficiency, and productivity.
• Work with trainers and managers to coordinate onboarding and hiring activity so territories are properly staffed.
• Develop team capability through training, mentoring, and daily performance management.
• Handle escalations from customers or the field and help resolve issues in a timely, professional manner.
• Maintain service levels for the field support line and support internal and external customer needs with urgency.
• Understand and execute service work based on complex Collective Bargaining Agreement(s), where applicable.

Skills

Leadership mindset

Communication

Multi-tasking

Problem solving

Attention to detail

Education

Bachelor's degree

Tools

Oracle/SEDU

Outlook

Excel

Word

Job description

Johnson Controls is seeking a Supervisor, Fire Repair Scheduling to oversee a remote/on-site team of dispatch coordinators and schedulers. You will drive on-time service delivery, coach staff through complex customer situations, and collaborate with cross-functional partners to keep field work moving efficiently.

You will mentor on onboarding, balance urgent scheduling decisions, and maintain high service levels while adhering to labor agreements where applicable.