Service Coordinator

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property worldwide. Headquartered in Mobile, Alabama, Hiller operates globally and domestically with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standards of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of critical fire and life safety equipment.

About the role

The Service Coordinator is a critical support role to the Service Manager and Service Technicians, ensuring strong planning and coordination for all service inspection and repair activity. This position serves as the liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure proper documentation of work performed.

Responsibilities

• Direct coordination and management of daily schedules and planning for field service technicians performing inspections, maintenance, testing, and repair of fire and life safety systems.
• Communicate and resolve scheduling issues with customers and personnel regarding inspection work.
• Monitor technician activity and schedules to ensure customer commitments are met; clearly communicate status changes (early or late arrivals) back to the customer.
• Alert management of potential problems resulting from customer or field complaints and work to resolve them.
• Review all completed jobs and verify inventory of service technicians and cost materials during the job closure process.
• Maintain and process inspection documentation as required during job completion; track and address all jobs reopened due to missing information.
• Stay up to date on 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 requiring improvement and develop action plans with branch/regional management.
• Communicate to sales teams when a quote is needed, identified during an inspection (primarily during the job closure process).
• Serve as the point of contact for all 3rd party portals (e.g., IROL).
• 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 additional service lines could be offered and communicate opportunities to the sales team.
• Complete special projects as required; develop positive and ongoing relationships with customers and team members.
• Other duties as assigned.