F&S Service Coordinator

Be part of the future!

We are one team, dedicated to working collaboratively to create purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we’ll give you the space and opportunities to grow and succeed.  We are committed to making a difference.

What we offer:

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

What you will do 

Under general supervision, coordinates customer service requests from initiation to service completion.

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 

• Assign inspections 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 inspections 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.
• Communicate the action plan and services to be provided directly to the customer. 
• Ensure 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 and answers questions from the billing team, including bridging information from technicians and management to the billers.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.  
• Maintains consistent communication with assigned Technicians.  
• Follows up on activities to ensure completion in an established timeframe. 
• Assists with creation of L&M service calls. 
• 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 
• Facilitates administration of warranty claims
• Assigns sprinkler inspections in alignment with technician skills
• 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. 

HIRING HOURLY RANGE: $20.48 - 30.67 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. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use Technology assisted tools, including artificial intelligence (AI), are used to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us