Service Ops Agent I 550

Johnson Controls is a world-class employer where ingenuity and excellence are welcome. As a diversified, industrial growth company, we have achieved increased sales for 61 consecutive years. And we do everything possible to value, challenge and reward our employees. Our people enjoy working for a successful company that offers leadership development from within, a commitment to diversity and inclusion, competitive salaries and benefits – and more. At Johnson Controls, you’ll be challenged to innovate and encouraged to apply your talent and knowledge. And you will be well-rewarded for delivering results.A U.S. Fortune 70 company, Johnson Controls is a global leader in creating smart environments, and bringing ingenuity to the places where people live, work and travel. We design and produce automotive interiors that help make the driving experience more comfortable, safe and enjoyable. Products and services from Johnson Controls also enhance the comfort, safety and energy-efficiency of buildings. We also are the world’s leading supplier of batteries used in automobiles, including conventional cars and trucks, as well as hybrid-electric vehicles. Johnson Controls has been recognized consistently as one of the world’s best-managed companies. Editors at Forbes magazine recently had this to say about our company: “Johnson Controls’ growth and profitability qualify it squarely for our list of the best-managed companies in the United States.”The global Johnson Controls community includes more than 140,000 employees in 75 countries and six continents. Enabling our people to develop, succeed and excel – and ensuring their health, safety and well-being – are critically important to us. We value teamwork, integrity and diversity. And we welcome anyone who shares our commitment to ingenuity and excellence.EOE/AA Employer The Service Operations Agent (SOA) is a key member of the branch leadership team and is responsible for driving the productivity and profitability for an assigned team of 10-12 technicians. The SOA will work closely with a Service Foreman / Chiller Team Manager to prepare yearly, monthly and weekly execution plans for scheduled service visits, aligning frontliner skill levels to tasks. The SOA will be the branch interface with customers – handling all customer calls, dispatching fronliners, answering inquiries and conducting follow up as required. Using technology, the SOA will track dispatched frontliners throughout the day to maintain highest productivity and cost efficiency and ensure labor reported matches frontline service providers' timesheets submitted. The SOA’s core responsibility is to ensure frontliners are completing scheduled service visits within the standard hours and only perform required non-billable repairs.SOAs are responsible for managing daily labor to appropriate levels, including releasing labor (sending frontliners home) when workloads are down. The SOA will manage/execute the key truck-based team support functions – recording frontliner activity, invoicing and collecting money from customers. The SOA conducts materials coordination for the team, making purchasing decisions as needed to assist the FLSP with completing work in the most efficient manner. The SOA will track and review key operational and financials metrics to ensure that team is hitting its productivity objectives and delivering its financial targets. The SOA will execute renewals, billing and collections (with the support of the Service Operations Agent Assistant (SOAA), depending on the branch organization).Minimum of five years of service industry experience managing service operations and / or service dispatch / scheduling. Possesses basic accounting and business principles.  Able to lead and direct diverse teams. Demonstrated competence in written and verbal communication skills. Able to positively represent Johnson Controls and communicate with others at varying technical levels.  Able to use Service Management software and financial accounting systems.  Demonstrated proficiency in MS Office (excel, word, power point), and basic Windows environment.  Demonstrates the ability to mentor and/or supervise SOAAs.