Service Coordinator

Overview

Do you thrive in a fast-paced environment, love solving problems, and have a can-do attitude? Are you motivated by the challenge of being the best at what you do? If so, Encore Fire Protection might be the perfect place for you. We're redefining the fire protection industry with a customer-first approach, and we're looking for driven individuals to join our team.

Encore Fire Protection is a leading full-service fire protection company serving businesses and communities across the Northeast, with offices spanning from Maine to Maryland. Our mission is simple: save lives and protect property. We achieve this by providing top-tier fire suppression, sprinkler systems, and alarm solutionsdelivered with technical expertise, outstanding service, and clear, honest communication.

Where You Fit In:

As we continue to grow, we're excited to add a Service Coordinator to our Operations team in our Needham, MA office. In this role, you'll be at the center of our daily operationscoordinating schedules, optimizing efficiency, and ensuring a seamless experience for both customers and technicians. If you love staying organized, enjoy problem-solving, and thrive in a dynamic environment, this role will keep you engaged and challenged every day. Plus, it offers a clear path for advancement into Project Management, Operations Management, Analysis, or Sales.

What You'll Be Doing:

• Manage the service schedule for a specific geographic region, coordinating up to 10 technicians.
• Optimize daily productivity (revenue) by scheduling work based on technician skills and route efficiency.
• Hold technicians accountable for time and attendance policies while ensuring adherence to the service schedule.
• Identify opportunities for process improvements and assist with revisions to drive efficiency and enhance customer experience.
• Apply strong customer service skills to handle client interactions and resolve issues effectively.

What You'll Need to Succeed:

• College degree or 2+ years of experience in customer service, project coordination, or facility services preferred.
• A willingness and ability to learn new technologywe use an industry-specific platform called ServiceTrade (training provided, but success comes from your initiative to develop your skills).
• Strong interpersonal and persuasive abilities.
• A customer-focused, professional approach to every interaction.
• Familiarity with Massachusetts geography is a plus, but not required.

What We Offer:

At Encore, we believe in fostering a culture where our team members feel empowered, valued, and energized by the impact we make every day. Here's what you can expect:

• Competitive salary based on experience, plus a performance-based bonus.
• A results-driven mindsetwe work smarter, not harder.
• A flexible, casual dress codejeans most days, suits when necessary. We also provide Encore gear for all new team members.
• Daily snacks and coffee, weekly office lunches, and a culture that encourages idea-sharing and innovation.
• Access to leading-edge web-based productivity tools.
• Participation in a Fidelity 401(K) with employer match, medical, dental, and vision benefits through Blue Cross, and a company-paid $50,000 life insurance policy.

Encore Fire Protection is an Equal Opportunity Employer and an E-Verify Employer. We consider applicants for employment without regard to gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.