Service Coordinator

About the role

Service Coordinator – Test & Inspection Division located in Worcester, MA, reporting to the Service Manager within the Operations department. Fire Equipment Inc. (FEI) is a trusted leader in fire protection services across New England with over 90 years of experience, providing comprehensive life safety solutions—from system design and installation to inspection, testing, and maintenance. As a third‑generation, family‑owned company, FEI values communication, teamwork, and service excellence, delivering total life safety solutions that protect lives, property, and valuable assets while providing outstanding customer care and long‑term reliability.

Responsibilities

• Schedule and coordinate technicians for inspection, testing, and preventive maintenance of fire alarm, sprinkler, suppression, and other life safety systems.
• Prioritize and assign work based on technician skill level, licensing, location, and workload.
• Communicate with customers to confirm appointments, reschedule as needed, and provide updates on inspection timelines.
• Prepare, distribute, and close out work orders, inspection reports, and compliance documentation.
• Track inspection completion, deficiencies, and reinspection needs within the CRM system.
• Collaborate with dispatch, service operations, and management to optimize technician productivity and route efficiency.
• Maintain accurate and up-to-date customer and inspection records in the CRM (Salesforce preferred).
• Respond to customer inquiries and resolve scheduling or documentation issues in a timely and professional manner.
• Support the Service Manager and Test & Inspection Supervisor with administrative tasks, reporting, and compliance monitoring.
• Provide backup support for other service coordination functions as needed.

Qualifications

• Minimum 2 years of experience in service coordination, dispatching, or administrative support (fire protection or related trade preferred).
• Excellent organizational and time management skills with strong attention to detail.
• Clear and professional verbal and written communication skills.
• Ability to manage multiple priorities in a fast‑paced, deadline‑driven environment.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and CRM platforms; Salesforce experience a plus.
• High school diploma or GED required.
• Strong customer service orientation and problem‑solving ability.
• Team player with a positive attitude and commitment to operational excellence.

Pay

Competitive hourly pay based on experience: $26.44‑$40.87.

Benefits

• 401(k) with company match.
• Medical, dental, and vision insurance.
• Company‑paid life and disability insurance.
• Paid vacation, holidays, and sick time.
• Ongoing training and opportunities for advancement within FEI.
• Collaborative team dedicated to safety, service quality, and customer satisfaction; comprehensive training, structured growth opportunities, and a supportive workplace where contributions make a difference daily.