Fire Protection Service Coordinator - Tysons, VA

M.C. Dean, Inc.; McLean (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading technology firm in McLean, Virginia is seeking a Fire Protection Service Coordinator. In this role, you will be responsible for scheduling and dispatching Field Service Technicians to meet customer demands efficiently. You will also prioritize service delivery and maintain a positive company image. The ideal candidate should have a High School Diploma and at least 3 years of experience in technical customer service, along with strong organizational skills and proficiency in Microsoft Office. This position may require a government background check and eligibility for security clearance.

Qualifications

• Minimum of 3 years of technical customer service experience related to Fire Alarm & Life Safety Systems preferred.
• Experience in dispatching or related field.
• 1+ years of scheduling experience.

Responsibilities

• Schedule preventative maintenance inspections and emergency calls.
• Utilize dispatch board to maintain service schedules.
• Dispatch technicians for emergencies.

Skills

Excellent communication skills

Strong planning and organizational skills

Problem-solving skills

Customer service skills

Attention to detail

Ability to work under pressure

Education

High School Diploma / GED

Tools

Excel

Microsoft Office Suite

Job description

About M.C. Dean M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation’s most mission‑critical facilities, secure environments, complex infrastructure, and global enterprises. With over 7,000 employees, our capabilities span electrical, electronic security, telecommunications, life safety, automation and controls, audiovisual, and IT systems. Headquarters in Tysons, Virginia, M.C. Dean delivers resilient, secure, and innovative power and technology solutions through engineering expertise and smart systems integration.

Overview The primary responsibility of the Fire Protection Service Coordinator is to ensure all customer commitments concerning service delivery are met on time. This role involves efficiently scheduling and dispatching Field Service Technicians to maximize operational efficiency and interact with existing and potential customers, prioritizing customer satisfaction and maintaining a positive company image.

Responsibilities

• Schedule preventative maintenance inspections and emergency calls, ensuring zero backlogs.
• Utilize dispatch board to update and maintain service schedules while ensuring on‑time service delivery.
• Dispatch technicians for emergencies and follow through to resolution.
• Assign technicians based on customer requirements and technician skill sets.
• Manage workload and schedules of assigned Field Technicians.
• Receive service requests, prioritize based on urgency, and assign tasks accordingly.
• Develop service routes and maintain communication with Field Technicians throughout the day.
• Modify daily routes to meet customer needs and accommodate changes as necessary.
• Respond to client inquiries, requests, and complaints promptly and effectively.
• Monitor customer complaints and ensure timely resolution.
• Confirm client site visits, manage approved repair work, and provide updates as needed.
• Coordinate appointments and verify client contact details to ensure smooth fire safety service scheduling.
• Prioritize scheduling based on service needs, technician availability, and client urgency.
• Prioritize scheduling backorders and resolve customer issues.
• Collaborate with management to optimize service routes and address customer needs efficiently.
• Follow all safety guidelines, work rules, and policies to ensure efficient service delivery.

Qualifications

• High School Diploma / GED with a minimum of 3 years of technical customer service experience, related to Fire Alarm & Life Safety Systems preferred.
• Minimum 3 years of dispatching or related field experience.
• 1+ years of scheduling experience, with fire safety experience as a plus.
• Position subject to an additional customer background check.
• Previous fire alarm or sprinkler experience.
• Applicants selected will be subject to a government security investigation and must meet eligibility requirements including U.S. citizenship for access to classified information. (Ability to obtain and maintain a Secret clearance required.)
• NICET I preferred.

Professional Skills & Abilities Required

• Excellent communication skills, both written and verbal.
• Strong planning, organizational, analytical, and problem‑solving skills.
• Proficiency in using Excel, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and web‑based computer programs.
• Ability to work in a fast‑paced, virtual, and dynamic environment.
• Strong customer service skills, with the ability to handle difficult customers with diplomacy and tact.
• High attention to detail, accuracy, and strong decision‑making skills.
• Excellent interpersonal skills, with ability to work both independently and in a team setting.
• Self‑motivated, career‑oriented, and with a strong work ethic.
• Ability to remain calm under pressure and effectively prioritize tasks.
• Interest in helping and working with customers.

Abilities

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Finger dexterity to manipulate objects with fingers rather than whole hands or arms, e.g., using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.

We are an equal opportunity employer and encourage diversity. All qualified applicants will receive equal consideration for employment.