Supervisor, Fire Repair Scheduling

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.

Johnson Controls is looking for a people-centric leader to support our Fire Repair Scheduling team in the Centralized Services Group. In this role, you will help translate customer commitments into action by guiding schedulers, resolving complex service issues, and supporting on-time delivery for sprinkler service work.

This position oversees a team of dispatch coordinators and schedulers, with responsibility for service scheduling, customer escalation support, quality assurance, and team development. You will partner closely with internal teams and field leaders to help ensure customer satisfaction, field efficiency, and productive scheduling outcomes.

• →Lead and support a team of dispatch coordinators and schedulers in the Centralized Services Group.
• →Own electronic and sprinkler service scheduling to help ensure on-time delivery, strong field efficiency, and productivity.
• →Support team members in resolving complex customer complaints and follow issues through to completion.
• →Assist the Contact Center Manager with classified information and complex or extreme complaints, as needed.
• →Maintain QA standards and provide coaching and feedback to identify development areas.
• →Coordinate onboarding and hiring activity with trainers and managers to help ensure appropriate staffing.
• →Drive performance management through training, mentorship, and daily performance follow-up.
• →Use the SEDU platform to schedule service work and coordinate with district partners.
• →Support external and internal customers with urgency and a strong service mindset.
• →Maintain service level expectations for the field support line and assist with escalations.
• →Understand and execute service requirements within complex collective bargaining agreements where applicable.
• →Perform other duties as assigned.

• Own outcomes with accountability, safety, and integrity while keeping customer commitments clear and measurable.
• Stay close to the work by working with schedulers, district partners, and field teams to remove obstacles quickly.
• Lead with candor and continuous improvement by using QA results, coaching, and daily performance data to strengthen the team.
• Win as one team by building trust, listening to different perspectives, and supporting collaboration across functions.
• Keep the customer experience central by handling escalations with urgency, follow-through, and a practical problem-solving approach.

• Bachelor’s degree or an equivalent combination of education and experience.
• At least 3 years of experience in a customer service-related role.
• 2 years of fire sprinkler related work experience.
• 1+ years of leadership experience.
• Experience with Oracle/SEDU applications.
• Advanced proficiency in Outlook, Excel, and Word.
• Excellent communication skills and strong organizational ability.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Ability to solve complex problems and support difficult customer situations.
• Comfort working with leadership, escalations, and team development responsibilities.