Service Operations Agent / Dispatch & Logistics I - Houston, TX
Johnson Controls - Houston, TX

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Johnson Controls is a global diversified technology and industrial leader serving customers in more than 150 countries. Our 162,000 employees create quality products, services and solutions to optimize energy and operational efficiencies of buildings; lead-acid automotive batteries and advanced batteries for hybrid and electric vehicles; and interior systems for automobiles. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. Through our growth strategies and by increasing market share we are committed to delivering value to shareholders and making our customers successful. In 2011, Corporate Responsibility Magazine recognized Johnson Controls as the #1 company in its annual "100 Best Corporate Citizens" list. For additional information, please visit JCI is an Equal Opportunity/Affirmative Action employer, and as such does not discriminate in its recruiting and selection process based on disability or handicap status. If you are a person with a disability and you need an accommodation during the application process, please call our Talent Acquisition Hotline at (414)-524-8999 and press option #0.

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.

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, service dispatch, or scheduling.

Understanding of basic accounting and business principles.

Demonstrated competence in written and verbal communication skills.

The ability to lead and direct diverse teams.

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, PowerPoint), and Windows Operating Systems.

Demonstrates the ability to mentor and/or supervise Service Operations Agent Assistants.


Service Operations & Management

Primary Location



Building Efficiency North America

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Johnson Controls, Inc. (Johnson Controls) provides automotive interiors, products and services that optimize energy usage in buildings and...