Fire Service Coordinator

Overview

Coordinate service requests, schedule technicians, and ensure customer satisfaction.

Key Responsibilities

• service scheduling
• dispatch coordination
• quote creation
• execution planning
• customer communication
• performance analysis

Tasks

-Assists with creation of L&M quotations. -Upon completion, reconcile all service requests daily. -Participate 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. Research 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. -Coordinates labor scheduling to align technician to the appropriate customer and service need. Ensure Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe. -Communicates the action plan and services to be provided directly to the customer. -Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits. -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. -Develops and maintains viable long-term relationships with customers and subcontractors. -Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need. -Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads. -Supports business forecasting -Facilitates administration of warranty claims. -May guide and prioritize the activities of the Customer Service Agent Assistants. -Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. Answer any customer inquiries and resolve or escalate customer issues, as appropriate. -Periodically performs duties of the Customer Service Agent Assistant as overflow demands.

Requirements

• associate’s degree
• 5 years
• project accounting
• interpersonal
• influencing
• independent

What You Bring

-Associate’s degree preferred, high school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling. -Experience and/or basic project accounting or costing principles is desired. -Must have strong interpersonal skills to effectively communicate with both internal and external clients. -Able to influence diverse teams to accomplish tasks/goals. -Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills. -Able to prioritize work activities based upon financial impact to desired business goals. -Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.

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Benefits

-Employee Assistance Program -Global Advancement Opportunities -Comprehensive Benefits -401(k) savings plan with company match -Wellness Program -Life Insurance -Medical/Dental/Vision insurance -Paid Training -Competitive Starting Pay -Referral Bonuses -Short-Term and Long-Term Disability -Health Savings Account (HAS)

About Johnson Controls

-Pioneered the electric thermostat, launching the building controls industry. -Evolved into a global leader in smart building systems through over a century of innovation. -Typical projects range from HVAC installations to integrated smart systems in hospitals, airports, stadiums, and data centers using their OpenBlue digital platform. -Expertise covers HVAC, fire detection and suppression, security systems, energy management, and facility services. -Earned LEED Platinum certification for its North American headquarters and supplied smart systems to landmarks like Burj Khalifa and Taipei 101.

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