Scheduler III

Johnson Controls•Canton, MI

7d•$30 - $38•Onsite

About The Position

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. Under general supervision, coordinates customer Fire alarm and or Security Installation projects requests from customers, Project Managers and or Project Coordinators requests, from initiation to project completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads. Partners effectively multiple times during the work day with the Operations/ Install Field Manager and or the Operations/Install Manager to ensure technical installation work is scheduled in a reasonable timeframe and to the customer’s expectations within the projects scope. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

Requirements

Associates degree preferred, high school diploma or equivalent required
Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
Must have strong interpersonal skills to effectively communicate with both internal and external clients.
Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
Able to prioritize work activities based upon financial impact to desired business goals.

Nice To Haves

Minimum of five years of service industry experience managing service operations and/or service scheduling.
Experience and/or basic project accounting or costing principals is desired.
Able to influence diverse teams to accomplish tasks/goals.

Responsibilities

Receives customers, electrical contractors, Project Managers, and or Project Coordinators requests for unscheduled or scheduled work.
Determines customer needs and matches appropriate Technician with assistance from the Operations / install team leads as needed.
Communicates the schedule to be provided directly to the customer.
Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
Upon completion, reconciles all external and internal customer requests daily.
Coordinates labor scheduling to align technicians to the appropriate customer and required licensing if required with assistance from the Operations / install team leads as needed.
Ensures Technicians are provided updated daily schedules via the scheduling platform prior the next day and are provided details of the projects, scope and contact information with assistance from Project Managers, Project Coordinators and Operations / install team leads.
Maintains consistent communication with assigned Technicians.
Follows up on activities to ensure completion in an established timeframe.
Maintains and manages multiple Installation email INBOXES for Daily Construction reports, Installation NFPA 72 Record of Completion documents and Test and Inspection reports.
Develops and maintains viable long-term relationships with customers, electrical contractors and subcontractors.
Participates in weekly Operations/ Installation meetings by preparing and discussing Scheduling status and customer satisfaction positive and or negative issues.
Researches and follows up on questions identified during monthly business review.
May work with the Service Scheduling team for requests to maintain installation technicians utilization and or special situations for scheduling.
Business review support
Billing support
Customer retention support
Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department
Other duties and administrative activities as assigned.