Supervisor, Fire Repair Scheduling
About The Position
The Supervisor, Fire Repair Scheduling oversees a team of dispatch coordinators and schedulers within the Centralized Services Group. The role owns scheduling for sprinkler service work and ensures services are delivered on time through strong field efficiency and productivity. The supervisor supports team members handling complex customer complaints, follows escalations through to resolution, and works to ensure customer satisfaction. This position calls for a people-focused leader who can build high-morale, high-performing remote teams and deliver excellent service to internal and external customers. The supervisor partners with the Contact Center Manager on classified information and complex or extreme complaints, maintains quality assurance standards, and provides coaching and feedback. Responsibilities also include hiring and onboarding coordination, performance management and mentorship, customer escalation resolution, coordination with district partners, and maintaining service levels for the field support line. The role uses the SEDU platform and requires understanding and execution of service under complex Collective Bargaining Agreements where applicable.
Requirements
- Bachelor's degree or a minimum of 6 years in a customer service-related role.
- 2 years of fire sprinkler-related work experience.
- Experience with the Oracle/SEDU application.
- Expert proficiency with Outlook.
- Proficiency or expert-level skill with Excel.
- Proficiency or expert-level skill with Word.
- Excellent communication skills.
- Strong organizational skills and attention to detail.
- Ability to multitask.
- Ability to solve complex problems.
- Interest in working with and leading people.
Nice To Haves
- 1+ years of leadership experience.
Responsibilities
- Oversee dispatch coordinators and lead a team of schedulers in the Centralized Services Group.
- Assist team members with complex customer complaints and follow through to completion to ensure customer satisfaction.
- Partner with the Contact Center Manager on handling classified information and complex or extreme complaints.
- Maintain quality assurance standards and provide coaching and feedback to identify development areas.
- Coordinate hiring and onboarding activities with trainers and managers to ensure the territory is properly staffed.
- Develop talent and drive consistent performance through training, ongoing mentorship, and measurement of daily objectives.
- Handle customer escalations, alert leadership to potential problems arising from customer or field complaints, and work to resolve them.
- Embody Johnson Controls' core values, mission, vision, and strategy.
- Schedule sprinkler service work efficiently using the SEDU platform and coordinating with district partners to maximize field productivity.
- Ensure internal and external customers receive industry-leading customer service and urgent attention.
- Maintain service levels for the field-level support line.
- Understand and execute service based on complex Collective Bargaining Agreements where applicable.
Benefits
- Competitive salary.
- Paid vacation, holidays, and sick time; 15 vacation days in the first year.
- Comprehensive benefits package including 401(k), medical, dental, and vision care, available day one.
- Extensive product, on-the-job, and cross-training opportunities with outstanding resources.
- Encouraging and collaborative team environment.
- JCI employee discount programs (The Loop by Perk Spot).
- Competitive bonus plan based on individual, group, and corporate performance.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
