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About the Role

The Service Coordinator Lead coordinates and dispatches field technicians for maintenance and service on fire protection systems. This role also serves as the lead point of contact for ServiceTrade support across multiple regional offices, ensuring efficient scheduling, effective communication, optimal routing, and data quality. The lead acts as a liaison between Operations and IT, supporting other coordinators and reinforcing standard operating procedures.

Responsibilities

Schedule all new service calls utilizing efficient route optimization, aiming to schedule within two days of creation.
Obtain verbal or written confirmation from the customer for all appointments.
Utilize the ServiceTrade dashboard to ensure all jobs have been scheduled.
Prioritize scheduling of older jobs and return trips to drive company Key Performance Indicators.
Utilize route optimization to maximize technician efficiency.
Communicate with the customer upon scheduling to confirm the appointment.
Provide a Service Link to the appropriate customer contact as a follow-up.
Provide a Service Link to the appropriate customer contact 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 availability.
Schedule older jobs as a higher priority to promote Key Performance Indicators.
Serve as a lead point of contact for ServiceTrade questions, errors, and workflow issues; troubleshoot and resolve, or escalate with documentation.
Document software defects, enhancement requests, and recurring issues; participate in system testing, UAT, and implementations.
Support user account and permission requests within ServiceTrade, escalating governance-level access changes.
Reinforce Allied SOPs and monitor process adherence across offices; assist with refresher training.
Help maintain training decks, ClickLearns, and job aids; communicate day-to-day system and workflow changes.
Provide guidance and mentorship to other Service Coordinators, serving as a resource for scheduling, dispatching, and ServiceTrade best practices.
Monitor ServiceTrade data quality and flag inconsistencies for correction.
Assist with recurring reports 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.

Requirements

High School diploma or GED is required.
2+ years in field service operations, dispatching, service administration, or a system support/coordination role.
Hands-on experience with ServiceTrade or a comparable field service management platform required.
Must have a valid state driver's license and good driving record.
Construction experience is a plus.
Administrative experience is preferred.
Sales Force or similar CRM software experience preferred.
Fire protection/life safety industry experience and exposure to multi-office operations preferred.

Skills

Excellent written and verbal communication skills.
Strong troubleshooting skills.
Ability 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.
Ability to work under pressure and manage emergency calls professionally.
Experience with SOPs, training materials, or process documentation preferred.

Location

In office, warehouse setting as needed.

Work Type

Full-time

Experience Level

2+ years

Education Level

High School diploma or GED

About the Company

Allied Fire Protection's regional offices.