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 make a difference.

Work with an Award-Winning technology that delivers sustainability, safety, and health.

What we offer:

· Competitive Starting Pay

· On the Job Paid Training

· Tuition Reimbursement

· Global Advancement Opportunities with Unlimited Career Path

· Company Vehicle (as applicable)

· Referral Bonuses

· Comprehensive Benefits

· Medical/Dental/Vision insurance

· Health Savings Account (HSA)

· 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

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 regarding service delivery. Coordinates customer service requests, from initiation to service completion by scheduling and dispatching technicians and helping to ensure technical service work is completed on time and according to customer expectations. Assesses team performance and makes adjustments as needed to ensure customer satisfaction and cost effectiveness.

How you will do it

• Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call 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 service repair 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.

• 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 regarding early or late anticipated arrivals.

• All other duties as assigned.

What we look for

Required

• This role will work in the Allentown PA location.

• High School Diploma or equivalent

• 3-5 years of customer service

• Prior experience working as Fleet Scheduler or Service Coordinator

• Excellent communication skills

• Strong organizational skills

• Strong Microsoft Office Products  

• Experience working in a SimplexGrinnell District or in a fast-paced work environment.

• Use of ACE/Oracle systems preferred.

• Product knowledge of life safety (fire alarm & sprinkler) equipment

HIRING HOURLY RANGE: $24.00 -40.00 (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), 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