Supervisor, Fire Repair Scheduling
About The Position
The Supervisor, Fire Repair Scheduling leads Johnson Controls’ Centralized Services team responsible for fire sprinkler service scheduling and dispatch support. The role oversees dispatch coordinators and schedulers to support customer satisfaction, safety, operational excellence, on-time service delivery, field productivity, and a consistent customer experience. The supervisor manages daily scheduling execution, coaches team members through complex customer situations, handles escalations, maintains quality assurance standards, and collaborates with business partners to keep service work moving efficiently. The role also supports onboarding and hiring coordination, team development, field support line service levels, and execution of service work under complex Collective Bargaining Agreements where applicable. It involves active people leadership and creating a positive, high-morale remote team environment.
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 Oracle/SEDU application.
- Advanced skills in Outlook.
- Proficiency in Excel.
- Proficiency in Word.
- Excellent communication skills.
- Strong organizational skills and attention to detail.
- Ability to multitask and manage competing priorities.
- Ability to solve complex problems.
- Strong people leadership mindset and a genuine interest in developing others.
Nice To Haves
- 1+ years of leadership experience.
Responsibilities
- Lead and support dispatch coordinators and schedulers responsible for fire sprinkler service work.
- Assist team members with complex customer complaints and follow through to resolution.
- Partner with the Contact Center Manager on classified information and complex or extreme complaints.
- Maintain QA standards and ensure coaching and feedback are completed to identify development areas.
- Coordinate scheduling to support on-time delivery, field efficiency, and productivity.
- Work with trainers and managers to coordinate onboarding and hiring activity so territories are properly staffed.
- Develop team capability through training, mentoring, and daily performance management.
- Handle customer or field escalations and help resolve issues in a timely, professional manner.
- Maintain service levels for the field support line and support internal and external customer needs with urgency.
- Understand and execute service work based on complex Collective Bargaining Agreement(s), where applicable.
- Promote safety, integrity, accountability, professionalism, collaboration, and continuous improvement.
- Create a positive, high-morale remote team environment through clear communication, consistency, and active people leadership.
Benefits
- Competitive salary.
- Paid vacation, holidays, and sick time; 15 vacation days in the first year.
- 401(k).
- Medical, dental, and vision care available day one.
- Extensive product, on-the-job, and cross-training opportunities.
- Encouraging and collaborative team environment.
- JCI Employee discount programs through The Loop by Perk Spot.
- Competitive bonus plan based on individual, group, and corporate performance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
