Supervisor, Fire Repair Scheduling

About Us

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.

At Johnson Controls, our Centralized Services team supports fire sprinkler service scheduling and dispatch with a focus on customer satisfaction, safety, and operational excellence. This role leads a team of dispatch coordinators and schedulers, helping ensure on‑time service delivery, strong field productivity, and a consistent customer experience.

You will oversee a team responsible for scheduling and dispatch support, coaching team members through complex customer situations, and partnering across the business to keep service work moving efficiently. The role combines people leadership, customer escalation management, QA discipline, and daily scheduling execution in support of a high‑performing service operation.

• Lead and support a team of dispatch coordinators and schedulers responsible for fire sprinkler service work.
• Assist team members with complex customer complaints and follow through to resolution to support customer satisfaction.
• Partner with the Contact Center Manager on classified information and complex or extreme complaints.
• Maintain QA standards and ensure coaching and feedback are completed to identify development areas.
• Coordinate scheduling to support on‑time delivery, field efficiency, and productivity.
• Work with trainers and managers to coordinate onboarding and hiring activity so territories are properly staffed.
• Develop team capability through training, mentoring, and daily performance management.
• Handle escalations from customers or the field and help resolve issues in a timely, professional manner.
• Maintain service levels for the field support line and support internal and external customer needs with urgency.
• Understand and execute service work based on complex Collective Bargaining Agreement(s), where applicable.

• You will own outcomes with accountability, professionalism, and a strong commitment to safety and integrity.
• You will stay close to the work, remove obstacles quickly, and keep scheduling decisions centered on what matters most for customers and the field.
• You will coach with candor, use QA results to drive continuous improvement, and turn feedback into better daily performance.
• You will build trust across dispatch, field, trainer, and management partners by working collaboratively and supporting shared goals.
• You will create a positive, high‑morale remote team environment through clear communication, consistency, and active people leadership.
• You will translate service commitments into dependable execution by balancing urgency, accuracy, and follow‑through.

• Bachelor’s degree or a minimum of 6 years in a customer service‑related role.
• 2 years of fire sprinkler related work experience.
• Experience with Oracle/SEDU application.
• Advanced skills in Outlook.
• Proficiency in Excel.
• Proficiency in Word.
• Excellent communication skills.
• Strong organizational skills and attention to detail.
• Ability to multi‑task and manage competing priorities.
• Ability to solve complex problems.
• Strong people leadership mindset and a…