Service Coordinator in Agawam, Massachusetts at Fire Equipment Inc

Location: Agawam, MA
Department: Operations
Reports To: Branch Manager
Compensation: $26.44-$40.87

Fire Equipment Inc. (FEI) is a trusted leader in fire protection services across New England. With over 90 years of experience, FEI provides comprehensive life safety solutions—from system design and installation to inspection, testing, and maintenance.

As a third-generation, family-owned company, FEI values communication, teamwork, and service excellence. Our mission is to deliver total life safety solutions that protect lives, property, and valuable assets—while providing outstanding customer care and long-term reliability.

The Service Coordinator supports the Service and Test & Inspection Division by coordinating, scheduling, and managing the day-to-day activities of field technicians performing inspections and testing of fire protection systems.

This position serves as a key liaison between customers, technicians, and management—ensuring inspections are scheduled efficiently, completed on time, and compliant with NFPA codes, local regulations, and contractual requirements. The ideal candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment with competing priorities.

• Schedule and coordinate technicians for service, inspection, testing, and preventive maintenance of fire alarm, sprinkler, suppression, and other life safety systems.

• Prioritize and assign work based on technician skill level, licensing, location, and workload.

• Communicate with customers to confirm appointments, reschedule as needed, and provide updates on inspection timelines.

• Prepare, distribute, and close out work orders, inspection reports, and compliance documentation.

• Track inspection completion, deficiencies, and reinspection needs within the CRM system.

• Collaborate with dispatch, service operations, and management to optimize technician productivity and route efficiency.

• Maintain accurate and up-to-date customer and inspection records in the CRM (Salesforce preferred).

• Respond to customer inquiries and resolve scheduling or documentation issues in a timely and professional manner.

• Support the Service Manager and Test & Inspection Supervisor with administrative tasks, reporting, and compliance monitoring.

• Provide backup support for other service coordination functions as needed.

• Minimum 2 years of experience in service coordination, dispatching, or administrative support (fire protection or related trade preferred).

• Excellent organizational and time management skills with strong attention to detail.

• Clear and professional verbal and written communication skills.

• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

• Proficiency with Microsoft Office (Word, Excel, Outlook) and CRM platforms; Salesforce experience a plus.

• High school diploma or GED required.

• Strong customer service orientation and problem-solving ability.

• Team player with a positive attitude and commitment to operational excellence.

• Competitive hourly pay based on experience.

• 401(k) with company match.

• Medical, dental, and vision insurance.

• Company-paid life and disability insurance.

• Paid vacation, holidays, and sick time.

• Ongoing training and opportunities for advancement within FEI.

At Fire Equipment Inc., you’ll be part of a collaborative team dedicated to safety, service quality, and customer satisfaction. We provide comprehensive training, structured growth opportunities, and a supportive workplace where your contributions make a difference every day.

Work Location: On-site – Worcester, MA.

Fire Equipment Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. EOE disability/veteran.