What we offer
What you will do
Under direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.
How you will do it
Receives customer requests for unscheduled or scheduled service.
Coordinates labor scheduling to align technician to the appropriate customer and service need.
Communicates the action plan and services to be provided directly to the customer.
Ensures work has been performed to the customer9s expectations and performs follow-up with the customer, as needed.
Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
Debrief activities daily
Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
Scheduled Service Visits 6 on time
Parts ordering/PO creation support
Start-up support
Customer PO confirmation
WIP Management
Auto SR quotes
Reconcile exceptions (SIR and AP)
Attend weekly planning/scheduling meeting
Service + rewards
Assist with monitoring of time and expense reporting submission
Review and correct unassociated time for timesheets for technicians
Other duties and administrative activities as assigned.
What we look for
Required
Onsite role located in New York, NY.
High school diploma or equivalent required, plus two to five years of service industry experience 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.
Able to influence diverse teams to accomplish tasks/goals.
Prior Dispatch experience
Preferred
HIRING HOURLY RANGE: $30.29-48.08 (Hourly rate to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However, we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. If you believe yourbackground warrants consideration beyond the stated range, we encourage you to apply. Tosupport an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details, please visit the About Us tab on theJohnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us
