Service Coordinator

• Acknowledge customer requests quickly and professionally.
• Capture and track service requests accurately.
• Keep upcoming schedules confirmed and organized.
• Make sure technicians have the information they need before arriving onsite.
• Follow up on open tasks, pending confirmations, and missing documentation.
• Support inspection scheduling, notices, confirmations, and closeout.
• Help move completed service work through reporting and billing.
• Escalate blockers, urgent issues, critical deficiencies, and compliance concerns early.
• Create visibility for service leadership so work does not fall through the cracks.

• Answer incoming calls professionally and route them appropriately.
• Monitor service-related emails and respond or route according to process.
• Acknowledge customer requests promptly.
• Gather complete intake information before creating or handing off work.
• Send scheduling emails, notices, confirmations, and follow-up communication.
• Confirm access details, site contacts, arrival windows, and special instructions.
• Escalate customer complaints, urgent compliance issues, and sensitive situations to the correct leader.

• Schedule service calls, inspections, repairs, follow-up visits, and maintenance tasks.
• Assign technicians based on technician level, scope, location, urgency, and Service Manager direction.
• Avoid scheduling conflicts, unrealistic drive times, and unclear time windows.
• Work ahead through layered schedule checkpoints: forecast, quarter, month, week, and day-before confirmation.
• Prepare and confirm upcoming schedules so technicians and customers are aligned before arrival.
• Raise scheduling blockers early.

• Confirm technicians have the information they need before going onsite.
• Follow up on open or incomplete technician tasks.
• Request missing notes, photos, status updates, or closeout information.
• Help resolve access issues, contact issues, scheduling questions, and documentation gaps.
• Route technical questions to the Service Manager, Lead Tech, or appropriate field leader.

• Schedule inspections based on customer requirements, compliance deadlines, recurring frequencies, technician availability, and property access.
• Send pre-inspection notices and required customer communication.
• Track inspection confirmations.
• Support inspection closeout by tracking report status, billing status, deficiency status, and estimates needed.
• Follow up on missing reports, photos, notes, or closeout documentation.
• Escalate missing reports, incomplete checklists, critical deficiencies, or urgent compliance issues.

• Send completed service reports and invoices to customers after Service Manager review/approval.
• Help move approved service work to billing quickly so completed work does not sit.
• Prepare and send standard pricing estimates for simple, pre-approved scopes such as extinguishers, batteries, basic parts, or approved price-list items.
• Support same-day field approvals when a technician is onsite and identifies simple additional work that can be completed immediately.
• Contact the customer for quick approval when needed, request PO information, and update the job record.
• Escalate anything outside standard pricing, unclear scope, code/compliance questions, critical deficiencies, or non-standard repairs to the Service Manager before sending pricing.

• Customers are acknowledged quickly.
• Technicians are prepared before arriving onsite.
• The schedule is clear, realistic, and confirmed.
• Open tasks are followed up on daily.
• Service work is accurately tracked.
• Inspection closeouts continue moving forward.
• Service reports and billing are not sitting unnecessarily.
• Blockers are raised early.
• The Service Manager has visibility without having to chase every detail.

• Strong organization and attention to detail.
• Strong written and verbal communication.
• Professional phone presence.
• Ability to manage high-volume email, calls, schedule changes, and internal requests.
• Calm under pressure.
• Strong follow-through.
• Comfortable learning service software and internal systems.
• Ability to follow checklists and documented processes.
• Ability to communicate with technicians, managers, property managers, building engineers, vendors, and customers.
• Ability to prioritize urgent life safety, compliance, and customer issues.
• Ownership mindset and willingness to improve quickly.

• Dispatch, service coordination, scheduling, customer service, office administration, or operations support.
• Fire life safety, low voltage, construction, trades, property management, facilities, or field service experience preferred but not required.
• Experience supporting technicians or field teams is a plus.
• Experience with compliance-sensitive work is a plus.