Sprinkler Service Coordinator

Johnson Controls

5d•$15 - $35

About The Position

Be part of the future! We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we’ll give you the space and opportunities to grow and succeed. We are committed to make a difference. What we offer • Competitive Starting Pay • Paid Training • Global Advancement Opportunities • Company Vehicle (as applicable) • Referral Bonuses • Comprehensive Benefits • Medical/Dental/Vision insurance • Health Savings Account (HSA) • Life Insurance • 401(k) savings plan with company match • Short-Term and Long-Term Disability • Employee Assistance Program • Wellness Program • And More! What you will do: 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 regarding service delivery. Will also handle some billing and on hold resolution. How you will do it: Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer. Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert management 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 judgements 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 regarding early or late anticipated arrivals. All other duties as assigned.

Requirements

3-5 years of strong customer service background
Excellent communication skills
Prominent level of organization and ability to multi task a fast-paced work environment
Strong MS Office skills, specifically with Excel

Nice To Haves

Associates or Bachelor’s preferred
Experience working in a SimplexGrinnell District
Use of ACE/Oracle systems preferred
Product knowledge of life safety (fire alarm & sprinkler) equipment preferred
Prior work experience with scheduling, billing and on-hold resolution very helpful
Prior work experience as a Fleet scheduler or Service coordinator, very helpful

Responsibilities

scheduling and optimization of service work
ensuring all customer commitments are met regarding service delivery
handle some billing and on hold resolution
Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer
Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work
Alert management 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 judgements 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 regarding early or late anticipated arrivals
All other duties as assigned