Service Dispatch

Securitas Technology is seeking a Service Dispatch professional to coordinate field service for electronic security and life safety systems. In this role, you will be the central point for incoming service requests, alarms, and work orders, prioritizing and scheduling technicians to meet customer SLAs. You will update dispatch and ticketing systems, communicate ETAs and status updates, and ensure accurate documentation of each job.

Working in a culture of safety, integrity, and innovation, you'll collaborate with monitoring, operations, and technical teams, supporting continuous improvement while helping protect people, property, and critical assets.

Responsibilities

• Serve as primary point of contact for incoming service requests and alarms.
• Prioritize, schedule, and dispatch field technicians for electronic security and life safety systems.
• Create, update, and close work orders in dispatch/ticketing systems with accurate details.
• Coordinate parts, site access, and customer requirements to minimize downtime.
• Communicate service status, ETAs, and next steps to customers and internal teams.
• Monitor active jobs, escalate critical or life-safety issues, and ensure SLA adherence.
• Verify completion details, documentation, and time entries from technicians.
• Collaborate with monitoring, sales, and operations teams to resolve complex cases.
• Maintain accurate records, reports, and logs for service performance metrics.
• Support continuous improvement in dispatch processes, safety, and customer experience.

Required Skills

• Service dispatching
• Customer service
• Work order management
• Scheduling and coordination
• Electronic security systems knowledge
• Ticketing/ERP systems (e.g., SAP, Service
• Now)
• Call handling and triage
• Basic troubleshooting
• Communication (written and verbal)
• Time management
• Data entry and documentation
• Incident prioritization