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Service Operations Coordinator

2 months ago

Mobile, Alabama, United States Johnson Controls International Full time

Job Summary

We are seeking a highly skilled Service Operations Coordinator to join our team at Johnson Controls International. As a key member of our service operations team, you will be responsible for coordinating customer service requests, scheduling and dispatching technicians, and ensuring technical service work is completed in a timely and cost-effective manner.

Key Responsibilities

  • Coordinate customer service requests from initiation to completion, ensuring efficient scheduling and dispatching of technicians.
  • Partner with the Service Team Manager to ensure technical service work is completed to the customer's expectations.
  • Analyze and assess technical team performance, making adjustments as needed to enhance customer satisfaction.
  • Communicate with customers to determine their needs and match them with the appropriate technician or team lead.
  • Ensure work is performed to the customer's expectations and perform follow-up as needed.
  • Reconcile all service requests daily and maintain accurate records.
  • Coordinate labor scheduling to align technicians with customer needs.
  • Ensure technicians are provided with daily schedules and maintain consistent communication.
  • Follow up on activities to ensure completion within established timeframes.
  • Assist with the creation of quotations and develop long-term relationships with customers and subcontractors.
  • Participate in business review meetings to discuss critical account information and customer satisfaction issues.
  • Research and follow up on questions identified during monthly business reviews.
  • Ensure customer account information is up to date to support call management activities and scheduling of tasks.
  • Perform other duties and administrative activities as assigned.

Requirements

  • Associates degree preferred, high school diploma or equivalent required.
  • Minimum of five years of service industry experience managing service operations and/or service scheduling.
  • Ability to perform work independently and demonstrate solid organizational and attention to detail skills.
  • Strong interpersonal skills to effectively communicate with internal and external clients.
  • Ability to prioritize work activities based on financial impact to desired business goals.
  • Experience with project accounting or costing principles is desired.
  • Able to influence diverse teams to accomplish tasks and goals.

Equal Employment Opportunity

Johnson Controls International is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law.