Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
What you will do
This position will be responsible for the scheduling and optimization of service work. Scheduler will have the responsibility of ensuring all customer commitments are met in-regard to service delivery.
Utilize an AI Scheduling Platform (SEDU) to create technician schedules and help identify changes, updates, and maintenance of daily technician activities.
Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert leadership 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 in-regards to early or late anticipated arrivals.
How you will do it:
Receives customers, electrical contractors, Project Mangers, and or Project Coordinators requests for unscheduled or scheduled work . Determines customer needs and matches appropriate Technician with assistance from the Operations / install team leads as needed.
Communicates the schedule to be provided directly to the customer.
Ensures 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 external and internal customer requests daily.
Coordinates labor scheduling to align technicians to the appropriate customer and required licensing if required with assistance from the Operations / install team leads as needed .
Ensures Technicians are provided updated daily schedules via the scheduling platform prior the next day and are provided details of the projects , scope and contact information with assistance from Project Mangers, Project Coordinators and Operations / install team leads .
Maintains consistent communication with assigned Technicians.
Follows up on activities to ensure completion in an established timeframe.
Maintains and manages multiple Installation email INBOXES for Daily Construction reports, Installation NFPA 72 Record of Completion documents and Test and Inspection reports .
Develops and maintains viable long-term relationships with customers, electrical contractors and subcontractors.
Participates in weekly Operations/ Installation meetings by preparing and discussing Scheduling status and customer satisfaction positive and or negative issues .
Researches and follows up on questions identified during monthly business review.
May work with the Service Scheduling team for requests to maintain installation technicians utilization and or special situations for scheduling .
Business review support
Billing support
Customer retention support
Answer incoming customer calls and resolve issues and/or take notes to pass to…