Fire Alarm Support Specialist

At Johnson Controls, we're transforming the way buildings and businesses operate. As a global leader in smart, healthy, and sustainable solutions, we help organisations improve efficiency, enhance safety, optimise energy consumption, and reduce environmental impact across a wide range of industries, including healthcare, education, infrastructure, commercial real estate, manufacturing, and government.

With more than 140 years of innovation and a presence in over 150 countries, Johnson Controls combines world-class technology with deep industry expertise to create smarter, safer, and more connected environments.

About the Role

We are seeking a highly organised and customer-focused Fire Alarm Support Specialist to join our team. This role is responsible for coordinating and supporting a broad range of fire alarm monitoring and service activities, including alarm event management, customer support, billing administration, technical coordination, compliance reporting, and system commissioning.

Working closely with customers, service technicians, fire agencies, and internal stakeholders, you will play a key role in ensuring accurate communication, regulatory compliance, operational efficiency, and outstanding customer service across our fire monitoring operations.

What You'll Do

Alarm Management & Technical Support

• Manage incoming customer enquiries relating to fire alarm commissioning, changeovers, and monitoring services.
• Provide first-level troubleshooting support and assist technicians in resolving issues remotely where possible.
• Assess and resolve technical issues prior to escalation to senior technical support teams.
• Commission Alarm Signalling Equipment (ASE) for new installations and site changeovers, ensuring all documentation is completed accurately and submitted to relevant fire authorities and customers.
• Test ASE equipment and alarm signals to ensure compliance and functionality.
• Process key orders, including system programming, administration, and invoicing activities.
• Perform fire brigade data entry and maintain accurate records in accordance with operational requirements.
• Provide backup support for false alarm notices and associated billing processes.
• Supply customers with event logs, reports, and incident-related information as requested.
• Maintain accurate customer contact details and monitoring information within internal systems.
• Support installation billing activities by ensuring contracts are active, accurate, and correctly configured.
• Process transactions in iScala and assist with procurement-related activities.
• Coordinate state disconnections, including customer-requested and competitor-related service terminations.
• Support Service teams across Australia with job administration, billing enquiries, and operational queries.
• Review and action assigned customer disputes in a timely manner.

Customer Administration

• Maintain customer records and ensure system information and billing details remain accurate and up to date.
• Establish new alarm monitoring accounts and support correct billing setup.
• Coordinate customer site commissioning and changeovers in accordance with state-specific requirements.
• Support shared mailboxes and respond to incoming customer enquiries and contact update requests.
• Manage enquiries received through the Customer Support Portal, ensuring timely resolution within agreed service levels.
• Assist in preparing and maintaining portal dashboards and reporting metrics.
• Provide general administrative and operational support across the business.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance processes and service delivery.
• Support business initiatives focused on reducing aged debt and managing overdue accounts where required.

Reporting & Compliance

• Issue certifications and documentation to relevant authorities upon completion of commissioning activities or system amendments.
• Maintain organised and accurate records relating to alarm incidents, customer interactions, billing activities, and credits.
• Conduct internal audits and cross-referencing to ensure all new connections are activated by month-end.
• Ensure disconnections are completed correctly and that relevant fire agencies are notified in accordance with regulatory requirements.
• Prepare and submit monthly contact reports and other compliance-related documentation as required.

What We're Looking For

• Strong administrative, organisational, and customer service skills.
• Previous experience in billing administration, compliance support, service coordination, or a similar role preferred.
• Excellent verbal and written communication skills, with the ability to confidently manage customer interactions via phone, email, and shared inboxes.
• High attention to detail and strong time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and the ability to support customers and technicians through Alarm Signalling Equipment (ASE) processes.
• Experience working with business systems, customer portals, incident management platforms, or ERP systems such as iScala is advantageous.
• Experience within the fire protection, electronic security, building services, or technical services industries will be highly regarded.

Why Join Johnson Controls?

• Be part of a global organisation shaping the future of smart and sustainable buildings.
• Work within a collaborative and supportive team environment.
• Access ongoing training, career development, and growth opportunities.
• Contribute to critical life-safety systems that help protect people and property every day.

Eligibility

Applicants must have the right to work in Australia. Pre-employment checks, including a medical assessment, criminal history check, and drug & alcohol screening, will apply.

Interested?

For a confidential discussion about this opportunity, please contact Janis Sotelo at janis.sotelo@jci.com.

#LI-JS4