Service Coordinator

What you will do:

This position will be responsible for the scheduling and optimization of service work. The scheduler will have the responsibility of ensuring all customer commitments are met regarding service delivery. Will also handle some billing and on hold resolution.

How you will do it:

• Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer.
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert management of potential problems resulting from customer or field complaints and work to resolve.
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required.
• Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.
• Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
• All other duties as assigned.

What we look for:

Required

• 3-5 years of strong customer service background
• Excellent communication skills.
• Prominent level of organization and ability to multi task a fast-paced work environment.
• Prior work experience as a Fleet scheduler or Service coordinator, very helpful.
• Strong MS Office skills, specifically with Excel

Preferred

• Associates or Bachelor's preferred
• Experience working in a SimplexGrinnell District
• Use of ACE/Oracle systems preferred
• Product knowledge of life safety (fire alarm & sprinkler) equipment preferred
• Prior work experience with scheduling, billing and on-hold resolution very helpful.

HIRING HOURLY RANGE: $25-$38 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson ControlsCareers site at https://jobs.johnsoncontrols.com/about-us