Fire Area Service Support Coord

About the role

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.

Responsibilities

• Schedule and optimize service work utilizing the automated scheduler functionality in Oracle (ACE) and assign service calls to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability, service contract response time, criticality, and proximity to the customer.
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work.
• Alert management of potential problems resulting from customer or field complaints and work to resolve.
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management.
• Maintain and monitor effectiveness of scheduling and ensure customer commitments are met, clearly communicating status changes back to the customer regarding early or late anticipated arrivals.
• Reassign work as needed to manage customer's expectations based on current workloads and priorities.
• Monitor technician activity and schedules ensuring that customer commitments are met.
• Manage scheduling backorders and track and resolve customer issues.
• Perform other duties as assigned.

Requirements

• 3-5 years of strong customer service background.
• Excellent communication skills.
• Prominent level of organization and ability to multi-task in a fast-paced work environment.
• Prior work experience as a Fleet scheduler or Service coordinator, very helpful.
• Strong MS Office skills, specifically with Excel.
• Prior experience working in a SimplexGrinnell District.
• Preferred Associates or Bachelor’s degree.
• Experience working with ACE/Oracle systems preferred.
• Product knowledge of life safety (fire alarm & sprinkler) equipment preferred.
• Prior work experience with scheduling, billing, and on-hold resolution very helpful.

Qualifications

• High school diploma or equivalent.
• Valid driver's license and reliable transportation.

Skills

• Customer service skills.
• Organizational skills.
• Communication skills.
• Technical proficiency with Oracle (ACE).
• Ability to prioritize and manage workload.
• Knowledge of fire alarm and sprinkler systems.

Benefits

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.

Pay

Hiring hourly range: $23.07 - $31 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Schedule

Hybrid schedule