Service Coordinator

Position Overview: The Fire Inspection & Service Coordinator is responsible for coordinating and supporting both the Fire Inspection and Service departments, with responsibilities evenly divided between the two areas. This role oversees the daily scheduling, dispatching, and administrative coordination of technicians and inspectors to ensure timely completion of fire inspections, service calls, and emergency repairs.

The coordinator serves as a primary point of contact for customers and field personnel, ensuring efficient communication, proper scheduling, accurate recordkeeping, and exceptional customer service. This position requires strong organizational skills, multitasking ability, and the capacity to prioritize work in a fast-paced environment while maintaining professionalism and operational efficiency.

Key Duties & Responsibilities

Please note that essential functions may vary depending on department size, organizational structure, and geographic location.

• Schedule and coordinate fire inspections with customers and field inspectors
• Prepare daily, weekly, monthly, and semi-monthly inspection schedules
• Monitor inspector assignments, locations, and utilization to maximize efficiency
• Confirm inspection appointments with customers and maintain inspection records
• Coordinate inspection deficiencies, follow-ups, and customer communications
• Maintain accurate customer files, reports, and inspection documentation
• Assist with customer inquiries regarding inspections, compliance, and scheduling

Service Coordination (50%)

• Schedule and dispatch service technicians for service calls, troubleshooting, installations, and emergency repairs
• Coordinate technician schedules in the most geographically efficient manner
• Receive and process service requests and work orders
• Provide customers with service rates and appointment availability
• Support field technicians with account information and technical coordination
• Review customer accounts and monitor alarm or system signal issues
• Assist the sales department with scheduling system hook-ups, disconnects, and related service activities

General Responsibilities

• Relay work orders, messages, and operational updates between field staff, supervisors, and customers
• Maintain accurate records of customer requests, services performed, inventory, expenses, and dispatch information
• Communicate professionally with customers, employees, vendors, and management
• Maintain open communication with management regarding operational needs, training, scheduling concerns, and employee morale
• Meet assigned deadlines and support departmental operational goals
• Perform additional duties and responsibilities as assigned

Core Work Activities

• Scheduling and coordinating work activities
• Communicating with customers, supervisors, technicians, and inspectors
• Organizing, prioritizing, and processing operational information
• Responding to customer questions, concerns, and service requests
• Maintaining operational and customer records
• Coordinating personnel, equipment, and resources
• Supporting daily dispatch and field operations
• Utilizing computer systems, scheduling platforms, and communication equipment
• Making informed decisions and resolving scheduling or operational conflicts
• Building and maintaining professional working relationships internally and externally

Work Activities

• Communicating with Supervisors and Peers
• Getting Information from customers and other sources
• Interacting with Computers
• Scheduling Work and Activities
• Organizing, Planning, and Prioritizing Work
• Identifying Objects, Actions, and Events
• Making Decisions and Solving Problems
• Establishing and Maintaining Interpersonal Relationships
• Communicating with Persons Outside Organization
• Processing Information
• Coordinate operational activities
• Distribute materials to employees or customers
• Maintain operational records
• Operate communications equipment or systems
• Prepare employee work schedules
• Provide information to coworkers
• Relay information between personnel
• Respond to customer problems or complaints
• Schedule operational activities
• Select resources needed to accomplish tasks

Minimum Qualifications:

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department and/or geographic location.

• Minimum 2-year Alarm company experience preferred
• Customer and Personal Service
• Administration and Management
• Ability to function as an effective team member
• Ability to work under pressure and independently
• Ability to meet deadlines
• Ability to solve practical problems and carry out responsibility with minimum direction
• Ability to prioritize multi task responsibilities
• Computer Literacy – Microsoft Excel, Word, and Outlook
• Ability to write clean, specific and well documented procedures