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 required. Bachelor’s degree in Fire Protection Engineering, Fire Science, or related field preferred. Minimum of 2 years of experience in fire protection and safety systems, including inspection, maintenance, testing, and repair. Must have a valid driver’s license and reliable transportation. Must be able to pass a background check and drug screening. CPR certification is preferred but not required.