Service Ops Agent I

Johnson Controls is a growth company. And not just because we've posted increased sales for over 58 consecutive years. We also do all we can to give people the chance to grow. Our employees enjoy working at a place that offers great advancement opportunities, training, benefits and more. You'll be challenged to innovate, encouraged to apply your knowledge and well-rewarded for results.

A Fortune 100 company, Johnson Controls is a global leader offering solutions in automotive systems and facility management and controls. We've been consistently recognized as one of the world's 100 best-managed companies. Our family includes more than 118,000 employees on six continents. Their health and safety is paramount to our success. We value teamwork, integrity and diversity. And we welcome anyone who shares our commitment to 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 6-12 truck-based frontliners. The SOA will work closely with a Service Foreman 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 FLSP timesheets submitted. The SOA's core responsibility is to ensure frontliners are completing SSVs within the standard hours and only perform required non-billable repaiss. 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, depending on the branch organization).
REQUIREMENTS


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.