Fire Test Repairs Coordinator (Tustin location)

TRL Systems, Inc; Burbank (CA); On-site; USD 30,000 - 45,000; Full time

Job summary

TRL Systems in California seeks a Fire Test Repairs Coordinator to provide high-level customer service, triage test failures, and coordinate service calls. You will manage a Service Board and Dispatch Portal, prioritize workload, and support Test Repair Technicians in the field.

This role requires 3+ years in administrative support, 2+ years in dispatching, and a High School diploma (Associate or Bachelor’s in Business preferred). Overtime and timely documentation are part of the job.

Qualifications

• 3+ years in an Administrative support role.
• 2+ years in Service dispatching (preferred).
• High School Diploma or Equivalent required. Associate/Bachelor’s in Business preferred.

Responsibilities

• Manages own time and resources to meet deadlines; updates tickets in CRM.
• Maintains regular communication with internal and external customers via phone/email.
• Reviews and triages incoming testing failure tickets; communicates service expectations to customer and technicians.

Skills

Administrative support

Customer service

Time management

Education

High School Diploma or Equivalent

Associate or Bachelor’s Degree in Business

Tools

CRM system

Dispatch Portal

Timesheet system

CRM software

Job description

• Location 695 S Glenwood Place,Burbank, CA, 91506,United States
• Base Pay $22.00 - $33.00 / Hour
• Employee Type FT Non-Exempt
• Required Degree High school

THIS POSITION WILL BE BASED IN OUR TUSTIN LOCATION.

The Fire Test Repairs Coordinator is responsible for providing a high level of customer service to both Internal and External customers. They have the focus of converting testing failures into scheduled service calls. They will review and triage test failure documentation; contacting customers to coordinate any next steps as well as compiling any quotes needed prior to service. The Test Repairs Coordinator is responsible for working a Service Board and Dispatch Portal keeping it updated and accurate; prioritizing, organizing and dividing the test repair workload. Responsibilities are not limited to but will also include customer service follow up calls; assisting Test Repairs Technicians with any and all requests while in the field, ensures customer data is accurate and all necessary documentation is updated and present prior to billing, CRM data maintenance, and document compliance. This position will also serve as a backup to the Service Coordinator in the Service Department.

Duties and Responsibilities

• Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined deadlines. Monitors and updates tickets assigned to them in company CRM.
• Ensures that regular and consistent communication takes place with both internal and external customers. acknowledges and addresses requests received via phone, email or company systems daily.
• Responsible for reviewing and triaging all incoming testing failure tickets; updates ticket content as required and communicates service information/expectations timely to both the customer and Test Repair Technician.
• Supports Test Repair Technicians in the field; communicates with them closely to ensure customer and ticket information is updated and completed accurately. Assists Test Repair Technicians with any parts research or ordering.
• Provides vendor management and coordination. Sets up vendors, subcontractors, etc. in the system and coordinates all services needed from them.
• Ensures that the most applicable Test Repair Technician is assigned to the Service Ticket according to both facilities needs and Technician availability.
• Works a Test Repairs Board and Dispatch Portal assigning tickets; meeting ticket monitoring expectations and updating in accordance with Test Repair Department guidelines and expectations.
• Provides sales support by obtaining estimates for repairs as needed and converts estimate into a well presented quote to be presented to the customer for review and approval.
• Follows defined daily Opening and Closing procedures.
• Keeps information updated and relevant in company CRM system ensuring both customer and technician are communicated with promptly and accordingly.
• Performs customer satisfaction surveys/follow ups and brings concerns and/or issues that can and may impact Customer Service standards to Department Management.
• Works closely with all key personnel involved in any billing/collection efforts. Is a supporting role to ensure timely and professional communication is made/received, supports any documentation requests or correction needs, logs any action/communication into the company CRM via configurations.
• Enters accurate time daily on timesheet; providing a real time visual to company management.
• Any additional duties as assigned.

Requirements

Experience

• 3+ years in an Administrative support role
• 2+ years in Service dispatching (preferred)

Education and/or Certification

• High School Diploma or Equivalent (required)
• Associate or Bachelor’s Degree in Business (preferred)
• Administrative or Organizational Develop studies (preferred)

Physical Demands and Work Environment

• Ability to make repetitive movements (motions) of the wrists, hands, and/or fingers, daily
• Ability to walk, bend, stoop, hear, and speak, daily
• Move/Transport items weighing 20 pounds, occasionally
• Stand or Sit for long periods (4+ hours), daily

Other Requirements

• Must be able to work overtime and/or weekends (if needed)
• Punctuality and regular attendance (required)

Summary

At TRL Systems, we've been keeping people and their property safe for over 42 years. As an integrator of Fire Alarm, Nurse Call, and Security systems, everything we do has the potential to save lives and you get to be a part of that. Your role is important and here’s what you can expect as a member of our TRL Team:

• Employee Merit and Longevity Awards: Merit rewards that you can use to get items such as branded apparel, video game consoles, headphones and more and longevity awards like golfing gear, purses, BBQs, and watches just to name a few
• Company Sponsored Events: Family-friendly events with food, games and prizes
• Training and Development: Classes available to develop you personally and professionally to help you be the best version of you possible!
• Career Advancement: We want to partner with you to build a long and successful career at TRL and will help you realize your potential

TRL Systems, Inc. conducts pre-employment drug screening in accordance with Federal Contractor regulations and background checks in accordance with State and local regulations. In addition to having many clients (hospitals, schools, etc.) who require background checks, as a federal contractor TRL is also required to complete a background check for any employee who may work on a federal contract in any capacity. For any position that drives a Company vehicle, our insurance carrier requires criteria to be met and therefore will be a condition of employment.

TRL Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. TRL’s employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, physical or mental disability, sexual orientation, gender identity, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all California locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and/or training.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.