Supervisor, Fire Repair Scheduling

Johnson Controls; Kansas; On-site; USD 79,000 - 108,000; Full time

Benefits offered by this job

401(k)

Medical insurance

Dental insurance

Vision care

Vacation (15 days first year)

Sick time

Cross-training opportunities

Employee discounts

Zero Harm culture

Job summary

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.

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

Problem solving

Organization

Multitasking

Team coaching

Collaboration

Education

Bachelor’s degree

Tools

Oracle/SEDU

Outlook

Excel

Word

Job description

*Must live in or around Kansas City, MO*

About Us

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.

Supervisor, Fire Repair Scheduling

Johnson Controls is looking for a people-centric leader to support our Fire Repair Scheduling team in the Centralized Services Group. In this role, you will help translate customer commitments into action by guiding schedulers, resolving complex service issues, and supporting on-time delivery for sprinkler service work.

Role Overview

This position oversees a team of dispatch coordinators and schedulers, with responsibility for service scheduling, customer escalation support, quality assurance, and team development. You will partner closely with internal teams and field leaders to help ensure customer satisfaction, field efficiency, and productive scheduling outcomes.

Key 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.

How You Will Do It

Own outcomes with accountability, safety, and integrity while keeping customer commitments clear and measurable. Stay close to the work by working with schedulers, district partners, and field teams to remove obstacles quickly. Lead with candor and continuous improvement by using QA results, coaching, and daily performance data to strengthen the team. Win as one team by building trust, listening to different perspectives, and supporting collaboration across functions. Keep the customer experience central by handling escalations with urgency, follow-through, and a practical problem-solving approach.

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.

Why Join Us

This role offers the opportunity to lead a scheduling team that directly supports customer satisfaction and field performance. Johnson Controls also offers competitive salary, paid vacation, holidays, and sick time, with 15 days of vacation in the first year, a comprehensive benefits package including 401(k), medical, dental, and vision care available day one, extensive product and on-the-job cross-training opportunities, a collaborative team environment, dedication to safety through our Zero Harm policy, and employee discount programs.

HIRING SALARY RANGE: $78,600 - $108,150 (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.

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.

Johnson Controls: Enhancing the Intelligence of Buildings

Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.