Fire Alarm Service Coordinator

About the role

The Fire Alarm Service Coordinator is responsible for managing and coordinating fire alarm service activities across a national customer base. This role serves as the primary point of contact for incoming customer service requests and is accountable for scheduling, tracking, and closing service work using a national subcontractor network. This position requires experience in the fire alarm and security service industry (preferred), with a strong understanding of service workflows, inspections, deficiencies, and code-driven requirements. The Service Coordinator ensures timely service delivery, accurate documentation, customer communication, and preparation of deficiency and corrective work quotes, while maintaining compliance with applicable fire and life safety standards.

Responsibilities

• Service Request Intake & Customer Coordination
  • Receive and process incoming fire alarm service requests from customers via phone, email, or service platforms
  • Review service needs to determine scope (troubleshooting, repair, inspection, testing, deficiencies)
  • Serve as the primary customer point of contact throughout the service lifecycle
• Service Scheduling & Subcontractor Management
  • Schedule service work with a national subcontractor network, ensuring proper licensing, certifications, and geographic coverage
  • Coordinate service dates, site access, and customer requirements
  • Confirm technician dispatch, arrival, and completion timelines
• Service Tracking & Follow-Up
  • Track service progress from dispatch through completion
  • Monitor technician check-in/check-out, service reports, and documentation
  • Proactively follow up on open service tickets, missed visits, or incomplete work
  • Communicate status updates to customers and internal stakeholders
• Deficiency Management & Quoting
  • Review inspection and service reports for deficiencies or code violations
  • Prepare and issue deficiency repair quotes based on subcontractor findings
  • Coordinate customer approvals and schedule corrective work upon authorization
  • Ensure all deficiency documentation meets AHJ, customer, and company requirements
• Recurring Testing & Inspection Scheduling
  • Manage recurring fire alarm testing and inspection (T&I) schedules (annual, semi-annual, quarterly, or monthly as required)
  • Maintain inspection schedules to ensure compliance with NFPA and customer contractual requirements
  • Coordinate renewals, reminders, and proactive scheduling to prevent lapses
• Documentation & Compliance
  • Ensure all service tickets, inspection reports, photos, and close-out documents are complete and accurate
  • Verify documentation aligns with NFPA standards, AHJ requirements, and customer specifications
  • Support invoicing by ensuring service documentation is submitted correctly and on time
• Internal Coordination
  • Work closely with project managers, billing, operations, and leadership teams
  • Escalate service issues, customer concerns, or subcontractor performance gaps as needed
  • Support continuous improvement of service processes and workflows

Qualifications

• 3+ years of experience in the fire alarm service industry (service coordination, service administration, or similar role)
• Strong understanding of fire alarm service, inspections, testing, and deficiencies
• Experience working with subcontractors or dealer networks
• Familiarity with NFPA 72 and general fire alarm compliance concepts
• Ability to read and interpret service reports and inspection findings
• Strong organizational, time-management, and follow-up skills
• Excellent written and verbal communication skills
• Experience supporting national or multi-site customer accounts
• Knowledge of AHJ processes and inspection requirements
• Prior experience with service management or CRM platforms (ServiceTrade, BuildOps, Salesforce, or similar)

Skills

• Customer service mindset
• Attention to detail
• Strong follow-through and accountability
• Ability to manage multiple service requests simultaneously
• Problem-solving and escalation judgment
• Professional communication with customers, technicians, and vendors