Fire Service Coordinator

Johnson Controls • Strongsville, OH

392d

About The Position

The Fire Service Coordinator at Johnson Controls is responsible for coordinating customer service requests from initiation to completion, ensuring efficient scheduling and dispatching of technicians. This role focuses on maximizing technical resource productivity and profitability while maintaining high customer satisfaction. The coordinator works closely with the Service Team Manager to analyze team performance and adjust operations as needed.

Requirements

• High school diploma or GED required; Associate's degree preferred.
• Minimum of five years of service industry experience managing service operations and/or service scheduling.
• Demonstrated ability to perform work independently with strong organizational skills.
• Strong interpersonal skills for effective communication with internal and external clients.
• Ability to handle multiple projects and tasks simultaneously with tact and cooperation.
• Experience with basic project accounting or costing principles is desired.

Nice To Haves

• Experience in the service industry managing service operations.
• Basic project accounting or costing principles knowledge.

Responsibilities

• Coordinates customer service requests from initiation to service completion.
• Maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians.
• Partners with the Service Team Manager to ensure timely completion of technical service work.
• Analyzes and assesses technical team performance to enhance customer satisfaction.
• Receives and determines customer needs for unscheduled or scheduled service.
• Communicates action plans and services to customers directly.
• Ensures work is performed to customer expectations and follows up as needed.
• Answers customer inquiries and resolves or escalates issues appropriately.
• Reconciles all service requests daily upon completion.
• Coordinates labor scheduling to align technicians with customer needs.
• Maintains consistent communication with assigned Technicians.
• Assists in the creation of L&M quotations.
• Develops and maintains long-term relationships with customers and subcontractors.
• Prepares execution plans for scheduled service visits.
• Participates in business review meetings and discusses critical account information.
• Researches and follows up on questions identified during monthly business reviews.
• Ensures customer account information is up to date for call management activities.
• Supports business forecasting and processes change orders.
• Facilitates administration of warranty claims.
• May guide and prioritize activities of Customer Service Agent Assistants.

Benefits

• Paid training
• Wellness program
• Health savings account
• Disability insurance
• Health insurance
• Dental insurance
• Employee assistance program
• Vision insurance
• 401(k) matching
• Opportunities for advancement
• Life insurance
• Referral program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED