Service Coordinator Lead in San Antonio, Texas at Allied Fire Protection
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Job Description
SERVICE COORDINATOR LEAD
JOB DESCRIPTION
Job Summary:
The Service Coordinator Lead is responsible for coordinating and dispatching field technicians who perform maintenance and service on fire sprinkler, alarm, suppression, and detection systems, while also serving as the lead point of contact for ServiceTrade support across Allied Fire Protection's regional offices. This role ensures timely and efficient scheduling of service calls, effective communication with customers and internal teams, optimal technician routing, and consistent process compliance and data quality within ServiceTrade.
Working closely with Field Superintendents, the Service Coordinator Lead schedules all new service jobs within two business days, manages return trips, tracks job status through ServiceTrade, and ensures technicians are equipped for success. The role also acts as the front-line liaison between Operations and IT, supporting other coordinators with troubleshooting, reinforcing SOPs, and escalating system issues and enhancement requests. Strong communication, multitasking ability, and attention to detail are essential, as is the ability to prioritize tasks and lead by example in a fast-paced, service-driven environment.
Job Responsibilities include but are not limited to:
Scheduling and Dispatching:
In coordination with the Field Superintendents, schedule all new service calls utilizing efficient route optimization. Achieve the established company goal of scheduling all new service calls within two days of creation.
- Schedule all new jobs within two business 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 the company Key Performance Indicators.
- Utilize route optimization to maximize technician efficiency.
Communication with Customers, Field Technicians, and Superintendents:
Communication in this role is paramount.
- 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.
Return Trip Scheduling:
Provide communication to the superintendent, customer, and sales team when processing and assisting with tracking material for jobs needing to be scheduled.
- Coordinate return trips with the appropriate Service Superintendent to verify material or equipment will be available during the scheduling window.
- Schedule older jobs as a higher priority to promote our Key Performance Indicators.
ServiceTrade Support & IT Coordination:
- Serve as a lead point of contact for ServiceTrade questions, errors, and workflow issues; troubleshoot and resolve, or escalate to the Business Applications Manager – Services 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 to the Business Applications Manager – Services (IT).
Training & Process Support:
- Reinforce Allied SOPs and monitor process adherence across offices; assist with refresher training using materials developed by the Business Applications Manager – Services.
- Help maintain training decks, ClickLearns, and job aids; communicate day-to-day system and workflow changes ahead of rollout.
- Provide guidance and mentorship to other Service Coordinators, serving as a resource for scheduling, dispatching, and ServiceTrade best practices.
Data Accuracy & Reporting:
- Monitor ServiceTrade data quality (job statuses, tags, billing fields) and flag inconsistencies for correction.
- Assist with recurring reports (return-trip jobs, billing-issue tags, cycle time metrics) and track support trends to surface training or system gaps.
Cross-Functional Coordination:
- 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.
Knowledge:
- High School diploma or GED is required.
- Construction experience is a plus.
- Administrative experience is preferred.
Work Experience:
- 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.
- Construction experience is a plus.
- Administrative experience is preferred.
- Sales Force or similar CRM software experience preferred.
Skills and Competencies:
- Excellent written and verbal skills for internal and external communications.
- Strong troubleshooting skills; able 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.
- Must have a valid state driver's license and good driving record.
- Ability to work under pressure and manage emergency calls professionally.
- Experience with SOPs, training materials, or process documentation preferred.
- Preferred: fire protection/life safety industry experience and exposure to multi-office operations.
Physical Requirements:
- In office, warehouse setting as needed.