Supervisor, Fire Repair Scheduling

Johnson Controls • Devens, MA

6d • Remote

About The Position

Build your best future with the Johnson Controls team As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

Requirements

• Bachelors or Minimum 6 Years in a Customer Service-Related Role
• 2 Years of Fire Sprinkler Related Work Experience
• Oracle/SEDU Application
• Outlook Expert
• Excel Proficiency/Expert
• Word Proficiency/Expert
• Excellent communication skills, strong organizational skills, detail oriented and is able to multi-task.
• Ability to problem some complex problems
• Love of People/Leadership

Nice To Haves

• 1+ Years of Leadership Experience Preferred

Responsibilities

• Oversee a team of dispatch coordinators.
• Assists team members with complex customer complaints and follows through to completion to ensure customer satisfaction.
• Assists the Contact Center Manager with handling of classified information and dealing with complex and extreme complaints to ensure customer satisfaction.
• Ensure that all QA standards are maintained and relevant coaching and feedback is completed to identify development areas.
• This position will require a dynamic, people-centric leader, with the agility of a cheetah who can create high morale/high performing Remote Teams.
• You will be the fulcrum in translating a promise into world class customer service .
• Your responsibility will be to own scheduling by leading a team of schedulers in the Centralized Services Group.
• You will ensure the on-time delivery of our services through a high level of field efficiency and productivity.
• Coordination of all onboarding/hiring activity with Trainer(s) and Manager ensuring territory is properly staffed.
• Developing talent and driving consistent performance through training and ongoing mentorship.
• Driving daily objectives through measuring results.
• Handling customer escalations and alert leadership of potential problems resulting from customer or field complaints and work to resolve.
• Embody the JCI Core Values, Mission, Vision, and Strategy for the future.
• Efficiently Schedule Sprinkler Service work to ensure highest level of field productivity by Utilizing SEDU Platform and Coordinating with District Partners.
• Ensure our External and Internal customers are handled with industry-leading customer service and urgency.
• Maintain Service Level of Field Level Support Line
• Understand and execute service based on complex Collective Bargaining Agreement(s) (Where applicable)

Benefits

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)
• Competitive Bonus plan that will take into account individual, group, and corporate performance.
• competitive benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Manager