Supervisor, Fire Repair Scheduling

Johnson Controls; Harvard (MA); Presencial; USD 83.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonus plan

Benefits package

On-the-job training

Employee discounts

Descripción de la vacante

Johnson Controls seeks a dispatch-focused leader to oversee a team of coordinators, ensuring high-quality customer service and timely issue resolution. You will coach staff, manage escalations, and maintain QA standards across centralized operations.

You will drive scheduling for field services, foster a people-centric culture, and align with the company’s values. This role supports a remote-enabled, high-performing team under the Centralized Services Group.

Formación

• Bachelor's degree or 6+ years in a customer service-related role.
• 至少 2 年的消防喷头相关工作经验。
• Oracle/SEDU 应用.
• Outlook 专业水平.
• Excel 专业水平/专家.
• Word 专业水平/专家.
• 优秀的沟通技巧、出色的组织能力、注重细节、能够多任务处理。

Responsabilidades

• Oversee a team of dispatch coordinators and ensure customer satisfaction.
• Assist the Contact Center Manager with handling complex complaints and sensitive information.
• Maintain QA standards and coach team members for development.
• Lead a remote, high-morale, high-performing distributed team.
• Own scheduling to maximize field productivity via the Centralized Services Group.

Conocimientos

Communication skills

Leadership

Problem solving

Team coordination

Educación

Bachelor's degree

6+ years in a customer service-related role

Herramientas

Oracle/SEDU

Outlook

Excel

Word

Descripción del empleo

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive salary


• Paid vacation/holidays/sick time - 15 days of vacation first year


• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one


• Extensive product and on the job/cross training opportunities with outstanding resources


• Encouraging and collaborative team environment


• Dedication to safety through our Zero Harm policy


• JCI Employee discount programs (The Loop by Perk Spot)

What you will do:

Oversee a team of dispatch coordinators. Assists team members with complex customer complaints and follows through to completion to ensure customer satisfaction. Assists the Contact Center Manager with handling of classified information and dealing with complex and extreme complaints to ensure customer satisfaction. Ensure that all QA standards are maintained and relevant coaching and feedback is completed to identify development areas. This position will require a dynamic, people-centric leader, with the agility of a cheetah who can create high morale/high performing Remote Teams. You will be the fulcrum in translating a promise into world class customer service. Your responsibility will be to own scheduling by leading a team of schedulers in the Centralized Services Group. You will ensure the on-time delivery of our services through a high level of field efficiency and productivity.

How you will do it:

• Hiring: Coordination of all onboarding/hiring activity with Trainer(s) and Manager ensuring territory is properly staffed.


• Performance Management: Developing talent and driving consistent performance through training and ongoing mentorship. Driving daily objectives through measuring results.


• Conflict Resolution: Handling customer escalations andalert leadership of potential problems resulting from customer or field complaints and work to resolve.


• OHI Leader: Embody the JCI Core Values, Mission, Vision, and Strategy for the future.


• Schedule: Efficiently Schedule Sprinkler Service work to ensure highest level of field productivity by Utilizing SEDU Platform and Coordinating with District Partners.


• Customer Service: Ensure our External and Internal customers are handled with industry-leading customer service and urgency.


• Tech Line: Maintain Service Level of Field Level Support Line


• Understand and execute service based on complex Collective Bargaining Agreement(s) (Where applicable)

What we look for:

Required:

• Bachelors or Minimum 6 Years in a Customer Service-Related Role


• 2 Years of Fire Sprinkler Related Work Experience


• Oracle/SEDU Application


• Outlook Expert


• Excel Proficiency/Expert


• Word Proficiency/Expert


• Excellent communication skills, strong organizational skills, detail oriented and is able to multi-task.


• Ability to problem some complex problems


• Love of People/Leadership

Preferred:

• 1+ Years of Leadership Experience Preferred

HIRING SALARY RANGE: $83,400-95,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.