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Director - National Dispatch Center

Customer Support
WD30074369168 Requisition #

 Director, National Dispatch Center

JCI - Security


About Johnson Controls:

Johnson Controls is a $30 Billion global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms.


What you will do:

The Director of the NDC will be responsible for the oversight of a 24/7 Facility that oversees the scheduling and dispatch of all break/fix technicians for the US Security Domain.  This facility also oversees other functions related to the operational support of Field Service Technicians such as material procurement, inbound call support, Strategic Account Support, L&M Billing Review, and inspection scheduling.  Additionally, the Retail CRC and Service Dispatch Teams that reside in Kansas City have a dual reporting alignment with the NDC Assoc. Dir and the Global Retail Leadership Team in Boca Raton. This position will report into the VP, Central Operations.


How you will do it:

  • Meet or exceed enterprise service delivery KPI’s such as SLA Response, Job Line Productivity, Same Day Resolution and Mean Time to Repair.

  • Meet or exceed monthly enterprise-wide Inspection Completion at 99% or higher each month.

  • Retain and engage talent in partnership with HR and other stakeholders.

  • Increase revenue by improving the Customer Experience and Net Promoter Scores (NPS).

  • Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and client and employee retention.

  • Effectively partner with support teams and key stakeholders to insure service, quality and other company wide goals are attained including, Business Leads, Customer Care Support Group, Performance Metrics, Product Development, Human Resources and IT.

  • Ensure morale improvement while managing overtime, attrition, apph, occupancy, SOP, and overall utilization to ensure cost removal of the CMC business.

  • Partner with the dispatch center to Associate Director to lend operational expertise assist with delivering on metric performance through resource redeployment and allocation.

  • Responsible for developing strategy required to expand and contract various operating segments within his/her purview.



What we look for:

  • Degree in Business Administration or closely related field required or equivalent (12 years) experience.  MBA or some graduate level courses, or equivalent business experience preferred.  

  • Experience:  Minimum of seven (7) to ten (10) years of previous related management experience.

  • Demonstrate subject matter expertise in all facets of call center operations (monitoring, dispatch, installation, service, etc.)

  • Proven track record of successfully leading, motivating and directing a large organization through change and a lean, highly competitive and continuously evolving business.

  • Role model exemplary relationship building with customers, key internal and external stakeholders.

  • Demonstrate compelling communication and influencing skills.

  • Effective at achieving strong results through others.

  • Ability to analyze complex business scenarios, establish action plans, set clear goals, monitor and communicate progress, and follow through on all initiatives to completion.

  • Ability to travel (10-25%)


Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.












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