Service Dispatch Coordinator

Brooklyn alarm company seeking a service operations manger to be responsible for the oversight of our service department. Oversight on Field Service Technicians service calls, inspections, testing, and maintenance of Fire Alarm systems. As the Fire Alarm Services Operations Manager, you will manage all aspects of fire alarm operations, including the supervision and development of a team of dispatchers, and field technicians. Implementing new ideas and new protocols-procedures for the service department based on experienced recommendations for cost efficient service response, streamlining preventive maintenance scheduling, service contracts etc.

Essential Duties and Responsibilities

• Scheduling and assignment of technicians for service calls and maintenance jobs, including confirmation of their locations and job status throughout the day.

• Coordination of overflow in all areas of the Service Department.

• Data management of upon call completion, updates to client information, input and closing of service reports.
• Ensure timely and accurate processing of work orders including the opening, closing, billing, costing, margin review, and the management and monitoring of all open and unscheduled work.

• Preparation of PO's for equipment and non-contract labor for service requests.

• Determine & document fire alarm problems and service by listening to the client’s description of symptoms, clarifying description of problems, and examining service schedules.

• Enter service repair orders into system manager; produce repair orders for clients with full transparency including cost & time estimates.
• Communicate with technicians to ensure timely completion of work.
• Responsible for managing technicians for emergency service on call processes, calendar synchronization, and procedures.
• Collaborate with human resources on the recruitment, selection, counseling, and evaluation of candidates and Team Members.

Skills and Knowledge

• Demonstrated management/leadership abilities including training, team building, presentation and negotiation skills, branch administration, and effective interaction with customer/company management.
• Capacity to proactively implement organizational and process change in response to business needs.
• Above average proficiency in computer literacy and applications, i.e. MS Excel, Outlook, and Word.

• Excellent interpersonal and client service skills.

• Outstanding oral and written communication skills, with the ability to produce quality results.

• Excellent project management and organization skills.

• Ability to work under pressure and be multi-talented to meet aggressive time schedules.

• Experience in fire alarm systems basic operations

• Knowledge of NYC Building codes & NFPA fire alarm codes preferred.

• Knowledge of fire alarm products, and security systems preferred.

Job Type: Full-time

Pay: $63,000.00 - $104,000.00 per year

Benefits:

• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• On call

Education:

• Associate (Preferred)

Experience:

• Dispatching: 3 years (Preferred)
• Customer Service: 3 years (Preferred)
• Fire alarm: 3 years (Preferred)
• Management: 3 years (Preferred)
• Field service: 3 years (Preferred)

Work Location: In person