Supervisor, Fire Repair Scheduling

Johnson Controls • Full-time • Devens, Massachusetts, United States • $83,400 - $95,000 / year • 1d ago

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 and alert 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.