Field Service Coordinator

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.

Position Summary

The Field Service Coordinator is responsible for scheduling, dispatching, and supporting field service technicians and contractors across assigned territories. This role serves as the primary liaison between customers, field personnel, and internal stakeholders to ensure timely service delivery, resource optimization, and high customer satisfaction.

The ideal candidate is highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced service environment. Success in this role requires strong communication skills, attention to detail, and the ability to coordinate field activities while driving operational excellence.

Key Responsibilities

Service Coordination & Scheduling

• Schedule and dispatch field service technicians and contractors for customer service calls, preventive maintenance, installations, and emergency support.
• Optimize technician schedules to maximize utilization and minimize travel costs.
• Coordinate service activities across multiple regions and time zones.
• Monitor service request queues and ensure adherence to service-level agreements (SLAs).

Customer Support

• Serve as a primary point of contact for the Technical Support team for service scheduling and status updates.
• Communicate service timelines, delays, and resolution plans proactively.
• Escalate critical customer concerns to management when appropriate. 

Operational Support

• Maintain accurate service records and service management systems.
• Assist with work order creation, updates, closure, and documentation.
• Coordinate parts availability and logistics with supply chain and inventory teams.
• Track technician certifications, training requirements, and site access requirements.

Report & Performance Management

• Generate service performance reports and dashboards.
• Monitor KPIs such as response time, utilization, backlog management, and customer satisfaction.
• Support continuous improvement initiatives to enhance operational efficiency.

Cross-Functional Collaboration

• Partner with Sales, Technical Support, Supply Chain, Operations, and Finance teams to ensure seamless customer support.
• Support service contract execution and customer account activities.
• Participate in team meetings and operational reviews.

Required Qualifications

• Associate degree in Business, Operations, Supply Chain, or related field, or equivalent work experience.
• Minimum 2 years of experience in service coordination, dispatching, customer support, logistics, or operations.
• Experience working in a field service or technical service environment preferred.
• Proficiency with Microsoft Office Suite (Excel, Outlook, Teams, Word).
• Experience using ERP, CRM, or field service management systems.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced, customer-focused environment.

Preferred Qualifications

• Bachelor’s degree in business administration, Operations Management, or related field.
• Experience with SAP, Salesforce, or similar service management platforms.
• Knowledge of field service operations, scheduling optimization, and resource planning.
• Experience supporting technicians across North America.

HIRING HOURLY RANGE: $31- $36 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your

background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may us