Fire Repair Scheduling Coordinator II

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.

What you will do:

This position will be responsible for the scheduling and optimization of service work. Scheduler will have the responsibility of ensuring all customer commitments are met in-regard to service delivery.

Schedules and dispatches field labor force to meet customer requests and expectations based upon nature of call: urgency, contractual obligation, available resources and customer needs. Handles all emergency dispatching of engineers, which requires modifying current dispatching schedule. Does long term planning to ensure dispatching is evenly distributed.

How you will do it:

• Utilize an AI Scheduling Platform (SEDU) to create technician schedules and help identify changes, updates, and maintenance of daily technician activities.

• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert leadership 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. Monitor effectiveness and take corrective actions as required.

• Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.

• Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer in-regards to early or late anticipated arrivals.

What we look for:

Required

• 2 years customer service experience

• Associates or Bachelors preferred

• Experience working in a fast-paced work environment (or prior work in a JCI District Office, preferred).

• Excellent written and communication skills

• Prior experience Coordinating/Scheduling in a service-related Industry

• Intermediate Excel Skills

• Use of Oracle systems, preferred

• Product knowledge of life safety (Fire Alarm & Sprinkler) equipment, preferred