Fire Service Coordinator

At-a-Glance:

Are you ready to build your career by joining an international fire, HVAC and security equipment company? If so, our client is hiring a Fire Service Coordinator!

Position Type:

• Contract
• Onsite
  
  
  

Required:

• Associate degree preferred, high school diploma or equivalent required.
• Preferred minimum of five years of service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals. Experience and/or basic project accounting or costing principles is desired.
• Able to influence diverse teams to accomplish tasks/goals.
  
  
  

Responsibilities:

• Coordinates customer service requests, from initiation to service completion, and efficiently scheduling and dispatching Technicians with guidance from the Team Leads.
• Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations.
• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.
• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate. Upon completion, reconciles all service requests daily.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• Ensures Technicians are provided daily schedules.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Assists with creation of L&M quotations.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., outstanding claims, PSA variance, and Accounts Receivable issues) and customer satisfaction issues.
• Researches and follows up on questions identified during monthly business review.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Business review support.
• Billing support.
• Customer retention support.
• Facilitates administration of warranty claims.
• May guide and prioritize the activities of the Customer Service Agent Assistants.
• Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
• Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department.
  
  
  

Get in Touch:

If you think you'd be a good match, submit your resume and reach out to Abhishek at (201) 336-0795 to learn more.