Fire and Life Safety Dispatcher / Service Coordinator

Position Summary

The Service Coordinator coordinates field service operations for fire alarm and security technicians. This position is responsible for receiving customer service requests, creating work orders, scheduling and dispatching field technicians, coordinating parts and resources, supporting service billing, and maintaining accurate service records. This is not a 911, police, fire department or emergency dispatch.

The ideal candidate is highly organized, customer-focused, comfortable managing multiple priorities, and able to communicate effectively with customers, technicians, vendors, and internal departments in a fast-paced contractor-service environment.

Essential Duties and Responsibilities

Responsibilities include, but are not limited to, the following:

Answer incoming phone calls and respond promptly and professionally to customer service requests.

Monitor incoming service requests received by phone and email.

Create, update, and manage service tickets and work orders.

Schedule and dispatch field technicians based on job priority, location, availability, and required skill set.

Schedule quoted and approved repair work with customers.

Communicate appointment details, estimated arrival times, delays, and service-status updates to customers.

Coordinate required parts and materials with the internal inventory department and outside vendors.

Confirm that technicians have the parts, tools, equipment, and job information needed for assigned work.

Assist with service billing, invoicing, and work-order closeout.

Maintain accurate records of service calls, technician activity, customer communications, and completed work.

Serve as a liaison among customers, technicians, vendors, and internal departments.

Address customer concerns and escalate issues appropriately.

Reassign or reschedule technicians as priorities and service needs change.

Perform other service coordination and administrative duties as assigned.

Requirements

Qualifications

Previous experience dispatching field service technicians or contractors to customer job sites preferred.

Experience creating work orders, scheduling technicians, and supporting service billing preferred.

Strong organizational, prioritization, and problem-solving skills.

Excellent verbal and written communication skills.

Proficiency with Microsoft Office and general business software.

Ability to remain professional and organized while managing changing priorities and urgent customer requests.

Ability to communicate effectively with customers, technicians, vendors, and internal departments in a fast-paced service environment.

Ability to work on site, Monday – Friday 8am – 4:30pm

Preferred Qualifications

Experience in fire protection, fire alarm, security, electrical, HVAC, plumbing, or another field-service contractor environment – huge plus!

Experience using field-service management, GPS, scheduling, dispatching, or technician-tracking systems.

Experience supporting service operations in a contractor or technical service environment.

Physical and Work Requirements

Ability to work in an on-site office environment during scheduled business hours.

Ability to use a computer, telephone, and other standard office equipment for extended periods, with or without reasonable accommodation.

Ability to manage multiple communications channels, including telephone and email, throughout the workday.

Ability to remain organized and responsive in a fast-paced work environment with frequent interruptions and changing priorities.

Other Duties

This job description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Norel Service Company reserves the right to modify, assign, or remove duties and responsibilities as business needs require.