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Service Coordinator

2 months ago

Ottawa, Canada Johnson Controls Full time

**Job Details**

**Be part of the future**

We are one team, dedicated to working collaboratively to create the 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.

**What we offer**:

- Competitive Starting Pay
- Paid Training
- Global Advancement Opportunities
- Company Vehicle (as applicable)
- Referral Bonuses
- Comprehensive Benefits
- Medical/Dental/Vision insurance
- Life Insurance
- Short-Term and Long-Term Disability
- Competitive Retirement Saving Plans
- 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.

**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**
- 3-5 years customer service
- Excellent communication skills
- Prominent level of organization
- Fleet scheduler or service coordinator
- Strong with Excel

**Preferred**
- Associates or Bachelor’s preferred
- Experience working in Tyco, Johnson Controls, or in a similar fast-paced work environment
- Use of ACE/Oracle systems preferred
- Product knowledge of life safety (fire alarm & sprinkler) equipment preferred

**Canada Diversity Statement**

Information obtained from the questions below will allow Johnson Controls to track the diversity of our applicants, employee training opportunities, promotions and employee retention in order to identify and remove barriers to employment and advancement. With your consent, you may also be contacted by the employment equity officer to get your opinions about Employment Equity (EE) Programs.

You have the right to review, correct, or change information relating to you at any time and you can be assured that the information will not be used for unauthorized purposes.

Please note that a person may belong to more than one designated group.

**Your response to the self-identification questionnaire below is voluntary. It is however mandatory to answer the questions, even if you choose not to provide the information.**

The responses that you provide on this form will be confidentially retained for statistical purposes.

This survey is available in alternative formats. Please do not hesitate to request.

**Persons with disabilities **are those that have a long-term or recurring physical, mental, sensory, psychiatric or learning impairment and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This also includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.

**An Aboriginal person **is a North American Indian, Métis, or Inuit and/or a Treaty Indian or a Registered Indian and/or member of an Indian Band/First Nation.

**Members of visible minorities **are persons, other than Aboriginal peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.

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