Service Coordinator

Key Responsibilities

• Direct coordination and management of daily schedules and planning of field service technicians, performing services of Inspection, Maintenance, Testing and Repair of Fire and Life Safety Systems.
• Schedule, assign, and confirm inspection appointments for technicians, optimizing routes based on location, urgency, and technician skill set.
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work.
• Monitor technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
• Alert management of potential problems resulting from customer or field complaints and work to resolve.
• Review all completed jobs and verify inventory of service techs and cost materials to jobs appropriately during the job closure process.
• Maintain and process inspection documentation as required during the job completion process.
• Aid Service Manager in tracking and addressing all jobs that are reopened due to missing information.
• Inform Service Managers of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations.
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management.
• Communicate to the sales teams when a quote is needed that was identified during a service call (such opportunities will primarily be recognized during the job closure process).
• Serve as the point of contact for all 3rd party portals (IROL, etc.).
• Send inspection reports to AHJ’s and completion of repair notices to 3rd party portals.
• Ensure work order extensions are requested in customer portals as required.
• Provide optimal route planning when scheduling to ensure efficiency, reduce travel time, cost, and distance.
• Identify customers where we are not currently performing on all service lines and communicate with the sales team about opportunities for additional service line sales.
• Complete special projects as required.
• Aid in research and updating quotes for existing house customers.
• Develop positive and ongoing relationships with customers and team members.

Qualifications

High school diploma or equivalent. A minimum of 2 years of experience in a related field, preferably in fire protection and safety. Must have a valid driver’s license and reliable transportation. Must be able to pass a background check and drug test. CPR certification preferred but not required.