Area Service Support Manager

Johnson Controls • Glendale, WI

5d • $79,000 - $138,000 • Onsite

About The Position

As the Area Service Support Manager, you'll lead and motivate a team of Inspection Schedulers responsible for the administrative coordination of our fire electronic and sprinkler inspection services. Your primary focus will be to ensure adequate scheduling coverage by managing your team to support local markets. Foster an inclusive culture that enhances performance through effective evaluation, training, and recruitment of your scheduling team. You will drive branch outcomes by utilizing key performance indicators and optimizing workflow processes. Your responsibilities will include monitoring progress, measuring performance, and continuously seeking improvements to maximize productivity and ensure the quality of all scheduling activities. You will help shape and communicate our strategic initiatives to your front-line schedulers to achieve our collective goals.

Requirements

• Strong verbal and written communication skills
• Proficient analytical skills and adeptness with MS Office, particularly Excel and Power BI
• Familiarity with Johnson Controls systems (Oracle ACE, Genesys, Optymus)
• Degree in Business Administration, Finance, or a related field preferred, or equivalent work experience
• 3-5 years of relevant industry experience, including local branch administration

Nice To Haves

• Previous supervisory experience leading administrative staff/schedulers
• Strong leadership competencies and organizational skills
• Ability to lead through change and embody the company's values to team members and customers

Responsibilities

• Drive branch outcomes through key performance indicators and workflow processes.
• Monitor progress, measure, and seek to improve throughput to ensure maximum productivity, as well as, to ensure the quality of all scheduling activities.
• Develop and deliver strategy, effectively communicating it to front-line schedulers to achieve desired results.
• Ensure inspector schedules are planned out in advance and inspectors are fully utilized to their capacity to maximize efficiency and tasks executed per day.
• Track subcontracted inspections, ensuring schedulers are coordinating and communicating in a timely manner with subcontractors and following up to ensure work has been coordinated and completed on time in accordance with contract obligations.
• Ensure on-time inspections by monitoring scheduler adherence and participation in required past due review meetings with key stakeholders in our markets.
• Ensure schedulers are following all documentation requirements, documenting their attempts, certified letter tracking and cancellations.
• Measure team's success in day-to-day operations by reviewing progress to targets in schedule + executed on both past due and current month inspections.
• Ensure schedulers are responsible for the upkeep of IST reporting, tracking inspections, assignees, estimated durations to complete and frequencies of inspections.
• Achieve Billed not Inspected (BNI) reduction by driving the team to meet KPIs and overseeing the operation to ensure scheduling procedures, documented attempts, and cancellation processes are followed.
• Monitor average days on hold and holds assigned to the team to resolve by the billing center and ensure timely response and resolution.
• Achieve PSA Revenue plan by overseeing the team and ensuring pre-paid and BAMA inspections are scheduled and completed in the month they are due.
• Oversee scheduler adherence to operating procedures, meeting rhythms, documentation requirements and customer confirmations through email and/or phone to ensure best-in-class customer service.
• Manage the coordination of HR processes such as on-boarding and off-boarding of employees, payroll processing, employee record updating, annual reviews, Leave of Absence (LOA) processes and the maintenance of all confidential personnel records.
• Assist the HR Team with any rollouts and administration of HR initiatives and programs.

Benefits

• 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)
• Competitive Bonus plan that will take into account individual, group, and corporate performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree