Fire & Service Coordinator

5 days ago

Canton Massachusetts, Norfolk County, MA, United States Johnson Controls Full time

Unleash your potential 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 our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. 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.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

Your next incredible opportunity is just a few clicks away

Here's what we have to offer

  • Competitive pay

  • Paid vacation, holidays, and sick time

  • Comprehensive benefits package, including 401K, medical, dental, and vision care - available from day one

  • Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources

  • Encouraging and collaborative team environment

  • Dedication to safety through our Zero Harm policy

  • Company vehicle, tools, and equipment provided to complete all jobs

  • Scheduling and management support

  • JCI Employee discount programs

*****Hybrid Role in the office at least 3 days a week*****

What you will do:

Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads.

Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it:

  • Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.

  • Communicates the action plan and services to be provided directly to the customer.

  • Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.

  • Answers any customer inquiries and resolves or escalates customer issues, as appropriate.

  • Upon completion, reconciles all service requests daily.

  • Maintains consistent communication with assigned Technicians.

  • Follows up on activities to ensure completion in an established timeframe.

  • Assists with creation of L&M quotations.

  • Develops and maintains viable long-term relationships with customers and subcontractors.

  • Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues.

  • Researches and follows up on questions identified during monthly business review.

  • Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.

  • Business review support.

  • Billing support.

  • Customer retention support.

  • May guide and prioritize the activities of the Customer Service Agent Assistants.

  • Periodically performs duties of the Customer Service Agent Assistant as overflow demands.

  • Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department.

  • Other duties and administrative activities as assigned.

What we look for:

Required

  • Associates degree preferred, high school diploma or equivalent required

  • Preferred minimum of five years of service industry experiences managing service operations and/or service scheduling.

  • Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.

  • Must have strong interpersonal skills to effectively communicate with both internal and external clients.

  • Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.

  • Able to prioritize work activities based upon financial impact to desired business goals.

  • Experience and/or basic project accounting or costing principals is desired.

  • Able to influence diverse teams to accomplish tasks/goals.

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