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Customer Support
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WD30101491279 Requisition #
What you will do
Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer.
 
How you will do it
 
Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer in regards to early or late anticipated arrivals.
Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work.  Alert management of potential problems resulting from customer or field complaints and work to resolve.
Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues.  Reassign work as needed to manage customer's expectations making judgments based on current workloads and priorities.
Process paperwork turn-ins and spot customer deficiencies that need to be addressed.
Work with and assist in the training of technicians on administrative protocols (timesheets, voice response system etc).
Assist processing of paperwork for priority customers.
Other duties as required.
What we look for
Required
High School Diploma or equivalent required.
1+ years administrator, sales support, or customer service experience
Proficiency with Google Apps and MS Office (Excel, Outlook, PowerPoint, Word).
Strong customer service skills with a sense of urgency.
Excellent spoken and written communication skills.
Ability to perform and excel in fast-paced environment.
High level of maturity and professionalism.
Capability to act on own initiative, exercise good judgment and manage expectations.
Ability to work effectively both in a team environment and independently.
Ability to pass a background check and drug screen prior to employment.

Preferred
College degree

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, 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/careers.

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