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About the Role

Total Fire Protection's mission is to embrace relationships, ensure safety, and deliver first-class service, bringing Fire and Life Safety to customers nationwide. The company culture is built on core values, including Five-Alarm Growth (embracing change, evolutionary action, continuous learning, constant improvement, full engagement), Team First priorities, and doing the right thing to build loyalty, trust, and respect. This role is crucial for coordinating and optimizing field service technician deployment to ensure timely and efficient service delivery. Primary responsibilities include scheduling and dispatching service appointments, allocating resources effectively, and maintaining communication with clients, technicians, and internal teams. The position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Receive service requests from clients via phone, email, or online portals.
Schedule service appointments based on technician availability, client preferences, and request urgency.
Dispatch technicians to client locations, considering geographic proximity, skillset, and workload.
Optimize scheduling to minimize travel time and maximize efficiency.
Assign technicians to service calls based on expertise, availability, and workload.
Monitor technician capacity and workload for balanced distribution and timely service completion.
Coordinate with sales or project management for resource allocation on larger projects or installations.
Proactively address scheduling conflicts or constraints to maintain workflow.
Serve as the primary contact for clients, technicians, and internal teams regarding service scheduling and dispatch.
Communicate service appointment details to clients, including date, time, and technician information.
Provide timely updates to clients regarding service appointment changes or delays.
Collaborate with technicians to address questions or concerns related to assigned service calls.
Maintain accurate records of service requests, scheduling activities, and technician assignments.
Enter and update information in scheduling software or databases to track service progress.
Generate reports on service performance metrics, such as response time, technician utilization, and customer satisfaction.
Identify opportunities for process improvement and optimization in scheduling and dispatch operations.
Collaborate with management to implement new strategies or technologies for enhanced efficiency and customer experience.
Participate in training and professional development to stay updated on industry trends and best practices.

Requirements

High school diploma or equivalent
Proven experience in scheduling, dispatching, or a similar coordination role, preferably in a service-oriented industry
Proficient in using scheduling software, dispatch systems, or other relevant tools
Excellent organizational skills with the ability to prioritize tasks and manage time effectively
Strong attention to detail and accuracy in data entry and documentation
Excellent communication skills, both verbal and written
Customer service-oriented mindset with the ability to handle client inquiries or complaints professionally and efficiently
Problem-solving skills to address scheduling conflicts or resource constraints
Ability to work well under pressure and in a fast-paced environment
Proficient in using computer applications, including MS Office or similar software

Skills

Scheduling software proficiency
Dispatch systems proficiency
Organizational skills
Time management
Attention to detail
Data entry accuracy
Documentation
Verbal communication
Written communication
Customer service
Problem-solving
Working under pressure
MS Office proficiency
Computer applications proficiency
Familiarity with fire and life safety industry terminology (preferred)

Experience Level

Proven experience in scheduling, dispatching, or a similar coordination role

Education Level

High school diploma or equivalent
Additional certification or training in scheduling or customer service (plus)

About the Company

Total Fire Protection's mission is to embrace relationships, ensure safety, and deliver first-class service.
The company aims to bring Fire and Life Safety to customers nationwide.
Company culture is built on core values: Five-Alarm Growth (embracing change, evolutionary action, continuous learning, constant improvement, full engagement), Team First priorities, and doing the right thing.
Total Fire Protection believes in building loyalty, trust, and respect by caring for team members, customers, and the community.

Equal Opportunity

Total Fire Protection is an Equal Opportunity Employer.
Does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.