Service Administrator

7 months ago

Dartmouth, Canada Johnson Controls International Full time

**Unleash your potential with the Johnson Controls team**

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. **Join our winning team and pave the way for a bright future.** With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

**Your next incredible opportunity is just a few clicks away**

**Here's what we have to offer**
- Competitive pay.
- Paid vacation, holidays, and sick time.
- Comprehensive benefits package, including pension, medical, dental, and vision care - available from day one.
- Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.
- Encouraging and collaborative team environment.
- Dedication to safety through our Zero Harm policy.
- JCI Employee discount programs

**What you will do**

Working directly with the service and inspection field team, this position will be responsible for the scheduling and optimization of inspections, repair work, service calls and install project work for a large national account customer. Service Administrator will have the responsibility of ensuring all customer commitments are met regarding service delivery, all backlog and upcoming work is scheduled and executed, all paperwork and reporting is accounted for and provided to back-office and to the customer. The role also has a hand in inventory management as well as shipping and receiving. This position is critical to our service operations and will be best suited to an ambitious professional who is customer service driven and enjoys working independently.

**How you will do it**
- Utilize scheduling software and assign service calls and inspections to the optimal technician based on skills, clearance, availability of the technician, service contract response time, and criticality of the call and proximity to the customer.
- Review inspection reports and service workorder documents as they come in. Check for accuracy and completion. Properly format and send to customers in a timely manner. Store, name and file reports on centralized server in required format. Work hand and hand with National Account team to ensure work orders are closed correctly and in a timely fashion.
- Initiate purchase orders for material and subcontractors as needed. Monitor inventory coming in and cross reference to parts and equipment required for deficiencies, service work or install projects. Update status of service work as material is received.
- Attend weekly team huddles, monthly safety training, bi-weekly customer meetings and other company assigned training and Project Progress/Milestone Meetings
- 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 backlog in addition to tracking and resolving customer issues. Reassign work as needed to manage customers' expectations making judgments based on current workloads and priorities.
- Monitor Technician activity, reporting and schedules ensuring that customer commitments are met; clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
- Additional tasks include assisting with answering service/reception phone line, time entry, uniform ordering, and office supply ordering.
- All other duties as assigned.

**What we look for**

**Required**
- 5+ years customer service experience, within a fast-paced environment
- Independent and self-led worker
- Ability to multi-task; ability to execute several ongoing tasks at a time (ex. Dispatching service calls, scheduling, processing reports) and follow up on outstanding items without prompting
- Excellent communication skills; strong written and verbal skills
- Ability to problem-solve with independence, confidence and professionalism
- High level of organization with strong deductive reasoning
- Demonstrated strength in Excel, ability to learn new software programs
- Teamwork, positivity and ambitious nature required

**Preferred**
- College or university preferred
- Previous experience as a coordinator or dispatcher
- Experience working in a fast-paced work environment
- Use of Oracle systems and or web-based ERP systems preferred
- Product knowledge of life safety (fire alarm & sprinkler) equipment preferred

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