Job Description

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. Partners effectively with the Branch Operations Manager and fellow Dispatch-Scheduler to ensure technical service work is completed in a reasonable timeframe and to the customers expectations. Analyzes and assesses technical team performance and makes adjustments as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it

* Schedules and Dispatches labor activities for planned and unplanned work.
* Schedules to align FLSPs (Front Line Service Professionals) to the appropriate customer and service need.
* Communicates the action plan to the customer.
* Ensures FLSPs are provided daily schedules and maintains consistent communication.
* Follows up on activities to ensure completion in an established timeframe
* Prepares weekly and monthly execution plans for PSA (Planned Service Agreement) scheduled service visits.
* Monitors and schedules activities and ensure agreement commitments are met at the correct intervals.
* Coordinates with Service Sales for scheduling and completion of quoted work.
* Reconciles service requests daily and prepares for invoicing.
* Proactively monitors open Service Requests with WIP for timely completion and invoicing.
* Serves as primary point of contact for customers, FLSPs and Branch Operations Manager.
* Answers customer inquiries and resolves or escalates customer issues, as appropriate.
* Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, and 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 in NxGen.
* Facilitates administration of warranty claims.
* Other duties and administrative activities as assigned.

What we look for

Required

* High school diploma or equivalent required.
* Must be highly proficient in Microsoft Excel and Outlook.
* Must demonstrate the ability to perform work independently (Self-Starter) and demonstrate solid organizational skills and attention to detail.
* Must have strong interpersonal skills (Customer Service mind-set) 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.
* Able to influence diverse teams to accomplish tasks/goals.
* This position will be working onsite at the Capital Heights, MD. Branch. Once training is complete the role may move to 3 days onsite at the Branch and 2 days remote.
* Hours for this position are M-F from 6:30am to 3:00pm. There are overtime options.

Preferred

* Associates degree preferred,
* Three years + HVAC industry experience preferably in-service scheduling and dispatch.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.