Fire Repair Scheduling Coordinator II

Johnson Controls•Devens, MA

5d•Onsite

About The Position

This position will be responsible for the scheduling and optimization of service work. The 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 the nature of the call: urgency, contractual obligation, available resources, and customer needs. Handles all emergency dispatching of engineers, which requires modifying the current dispatching schedule. Does long-term planning to ensure dispatching is evenly distributed.

Requirements

2 years customer service experience
Experience working in a fast-paced work environment
Excellent written and communication skills
Prior experience Coordinating/Scheduling in a service-related Industry
Intermediate Excel Skills

Nice To Haves

Associates or Bachelors preferred
Prior work in a JCI District Office, preferred
Use of Oracle systems, preferred
Product knowledge of life safety (Fire Alarm & Sprinkler) equipment, preferred

Responsibilities

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 judgments 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.