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Job Field: Legal Jobs
Location: Fremont, CA
Salary: $Not stated

JOB SUMMARY:

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<tr><td valign="top" width="450"><b>Title: Security & Fire Service Ops Agent (Fremont, CA)Location: US-CA-FremontOther Locations:RESPONSIBILITY LEVEL:Under general supervision, responsible for driving maximum productivity and profitability for an assigned team of 10-12 Service Agents (SA). Efficiently deploys all resources of the assigned Fire & Security Service Operations team, including scheduling, dispatching and ongoing operations management. Partners effectively with the Team Leader to ensure Technical Service work is completed in a reasonable timeframe and to the customer''s expectations. Analyzes and accesses team performance and makes adjustments as needed to ensure customer satisfaction in a cost effective manner.PRINCIPAL DUTIES:* Manages Fire & Security service team productivity through constant analysis, assessment and course correction. Prepares and / or reviews various financial reports on days to invoice, unbilled backlog, on-time service visits, vehicle mileage per call, and other various productivity and financial statistics. Identifies methods to minimize travel, downtime or situations that stand in the way of delivering prompt, cost effective service. Review financials on a contract by contract or account basis to ensure profitability.* Partners with the Service Team Leader to prepare yearly, monthly and weekly execution plans for scheduled service visits. Manages labor scheduling to align Service Agent skills to the appropriate contract to ensure maximum efficiency in execution. Ensures Service Agents are provided daily schedules. Authorized to manage daily labor to appropriate levels including releasing labor when work loads are down.* Responsible for asset management including collections and cost control. Manages service invoicing. Reviews financial systems for billable charges not posted to service orders. Communicates invoicing information and services provided directly to the customer. Answers any customer inquiries and resolves or escalates customer issues as appropriate. Ensures work has been performed to the customer''s expectations and performs follow up as needed.* Maintains consistent communication with assigned Service Agents. Follows up on activities to ensure completion in a reasonable timeframe.* Oversees or actively receives customer calls and requests. Determines customer needs and matches appropriate labor resource. Communicates the action plan to the customer.* Tracks dispatched Service Agents throughout the day, to maintain highest productivity and cost efficiency. Tracks associated costs, revenues due, customer billing authority and the like to ensure accurate invoicing. Ensures labor reported matches Service Agents timecard submittes.* Participates in the materials coordination for the team. Makes purchasing decisions as needed to assist the Service Agents complete work in the most efficient manner.* Works with the Service Team Leader to identify team cross training and developmental needs.* Prepares and issues subcontracts.* Develops and maintains viable long-term relationships with customers and subcontractors.* Maintains Licensing Compliance for the assigned geography. * Performs other assigned duties.Minimum of five years of service industry experience in managing service operations and / or service dispatch / scheduling. Possesses 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.

KEY REQUIREMENTS:

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Not stated