Service Coordinator Lead

Job Summary

The Service Coordinator Lead is responsible for coordinating and dispatching field technicians who perform maintenance and service on fire sprinkler, alarm, suppression, and detection systems. The role ensures timely and efficient scheduling of service calls, effective communication with customers and internal teams, optimal technician routing, and consistent process compliance and data quality within Service Trade.

• Schedule all new jobs within two business days of creation.
• Obtain verbal or written confirmation from the customer for all appointments.
• Utilize the Service Trade dashboard to ensure all jobs have been scheduled.
• Prioritize scheduling of older jobs and return trips to drive the company Key Performance Indicators.
• Utilize route optimization to maximize technician efficiency.

• Confirm appointments with the customer upon scheduling.
• Provide a Service Link to the appropriate customer contact as a follow‑up.
• Provide a Service Link for every schedule modification.
• Field incoming phone calls from customers requesting an update on a service or appointment.

• Coordinate return trips with the appropriate Service Superintendent to verify material or equipment will be available during the scheduling window.
• Schedule older jobs as a higher priority to promote Key Performance Indicators.

• Serve as a lead point of contact for Service Trade questions, errors, and workflow issues; troubleshoot and resolve, or elevate to the Business Applications Manager – Services with documentation.
• Document software defects, enhancement requests, and recurring issues; participate in system testing, UAT, and implementations.
• Support user account and permission requests within Service Trade, escalating governance-level access changes to the Business Applications Manager – Services (IT).

• Reinforce Allied SOPs and monitor process adherence across offices; assist with refresher training using materials developed by the Business Applications Manager – Services.
• Help maintain training decks, Click Learn modules, and job aids; communicate day‑to‑day system and workflow changes ahead of rollout.
• Provide guidance and mentorship to other Service Coordinators, serving as a resource for scheduling, dispatching, and Service Trade best practices.

• Monitor Service Trade data quality (job statuses, tags, billing fields) and flag inconsistencies for correction.
• Assist with recurring reports (return‐trip jobs, billing‑issue tags, cycle time metrics) and track support trends to surface training or system gaps.

• Partner with the Director of Service on support priorities and communication to the field.
• Partner with the Business Applications Manager – Services on system configuration, upgrades, and technical projects.
• Participate in operational meetings and project initiatives, providing feedback on challenges and recommended solutions.

• High School diploma or GED is required.
• Construction experience is a plus.
• Administrative experience is preferred.

• 2+ years in field service operations, dispatching, service administration, or a system support/coordination role.
• Hands‑on experience with Service Trade or a comparable field service management platform required.
• Construction experience is a plus.
• Administrative experience is preferred.
• Sales Force or similar CRM software experience preferred.

• Excellent written and verbal communication skills for internal and external communication.
• Strong troubleshooting skills; able to explain technical steps clearly to non‑technical users.
• Ability to multitask between urgent requests, high priority work, and daily initiatives.
• Detail‑oriented with excellent organization skills.
• Proficient in working with Microsoft Office products, including Word and Excel.
• Must have a valid state driver's license and good driving record.
• Ability to work under pressure and manage emergency calls professionally.
• Experience with SOPs, training materials, or process documentation preferred.
• Preferred: fire protection/life safety industry experience and exposure to multi‑office operations.

• In office or warehouse setting as needed.