Customer Care Service Support Coord

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.

Position Summary

The Retail Service Support Team Dispatcher is responsible for scheduling and dispatching the field labor force to meet customer requests and expectations. This role ensures timely and efficient service delivery by prioritizing calls based on urgency, contractual obligations, available resources, and customer needs within the assigned district. The Dispatcher coordinates closely with technicians and District Managers to optimize scheduling and resource allocation.

Key Responsibilities

• Dispatch & Scheduling:
  • Schedule and dispatch field technicians to service calls based on urgency, customer requirements, and resource availability.
  • Modify and reschedule appointments as needed to accommodate emergency calls or changing priorities.
  • Document all rescheduling reasons accurately in the system for tracking and reporting purposes.
  • Track and manage return trips for incomplete service calls.
• Parts & Logistics Management:
  • Monitor and track parts availability to ensure timely completion of service requests.
  • Coordinate delivery of parts for scheduled jobs.
• Emergency Handling:
  • Respond promptly to emergency service requests, adjusting schedules and resources as necessary.
• Collaboration & Communication:
  • Maintain clear communication with technicians and District Managers to ensure efficient scheduling and customer satisfaction.
  • Attend district meetings to provide updates and align on operational priorities.
• Administrative & Reporting:
  • Document all scheduling changes, service requests, and dispatch activities accurately.
  • Work on special projects as assigned by the manager.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 2+ years of experience in dispatching, scheduling, or customer service roles.
• Strong organizational and multitasking skills.
• Excellent communication and problem-solving abilities.
• Proficiency in scheduling software and Microsoft Office Suite.

Key Competencies

• Ability to prioritize tasks under pressure.
• Strong attention to detail and accuracy.
• Customer-focused mindset with a commitment to service excellence.

HIRING HOURLY RANGE: $19.71 - $28 (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 https://jobs.johnsoncontrols.com/about-us.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.