Service Coordinator

Encore Fire Protection; Needham (MA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, vision

Fidelity 401(k) with company match

Life insurance $50,000

Bonuses based on personal performance

Job summary

Encore Fire Protection is seeking a Service Coordinator to join our Operations team in Needham, MA. You will coordinate service schedules, optimize daily productivity, and ensure a seamless experience for customers and technicians alike.

The role offers growth toward Project Management, Operations Management, Analysis, or Sales, with opportunities for advancement and a results-driven bonus potential based on performance.

Qualifications

• College degree or two or more years of experience in customer service, project coordination, or facility services preferred.
• Experience with industry-specific platforms and quick learner of new technology.

Responsibilities

• Manage the service schedule for a specific geographic region, coordinating up to 10 technicians.
• Optimize daily productivity by scheduling based on technician skills and route efficiency.
• Hold technicians accountable for time and attendance and adherence to the service schedule.
• Identify opportunities for process improvements to drive efficiency and customer experience.
• Apply strong customer service skills to handle client interactions and resolve issues.

Skills

Customer service

Project coordination

Facility services

ServiceTrade

Interpersonal skills

Organizational skills

Education

College degree

Tools

ServiceTrade

Job description

Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission?To be the best fire protection company the industry has ever seen.

The Opportunity

The Service Coordinator plays a critical role on our Operations team. In this position, you’ll be at the center of daily operations—coordinating schedules, optimizing efficiency, and ensuring a seamless experience for both customers and technicians. If you love staying organized, enjoy problem-solving, and thrive in a dynamic environment, this role will keep you engaged and challenged every day.

It also offers a clear path for advancement into Project Management, Operations Management, Analysis, or Sales.

Key Responsibilities

• Manage the service schedule for a specific geographic region, coordinating up to 10 technicians.
• Optimize daily productivity (revenue) by scheduling work based on technician skills and route efficiency.
• Hold technicians accountable for time and attendance policies while ensuring adherence to the service schedule.
• Identify opportunities for process improvements and assist with revisions to drive efficiency and enhance customer experience.
• Apply strong customer service skills to handle client interactions and resolve issues effectively.

What You Bring to the Table

• College degree or Two or more years of experience in customer service, project coordination, or facility services preferred
• A willingness and ability to learn new technology—we use an industry-specific platform called ServiceTrade (training provided, but success comes from your initiative to develop your skills)
• Strong interpersonal and persuasive abilities
• A customer-focused, professional approach to every interaction
• A talent for staying calm and organized when priorities shift
• Confidence working with technicians, customers, and internal teams to keep work moving and expectations clear

What Makes You Stand Out

• Familiarity with local geography is a plus but not required.

Salary commensurate with experience with opportunity for a results-driven bonus based on personal output and effectiveness in role. Expected salary range between $65,000 - $90,000 per year.

Beyond the Paycheck

At Encore,we’reall about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth.Here’swhat you can expect:

• Competitive Salary: Compensationcommensuratewith your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.

• Purpose-Driven Work Environment: We believe in working smarter, not harder.You’llbe part of a culture that values results, and we empower our team to focus on impactful work.

• Flexible Dress Code: Upon joining,you’llreceivebrandedEncore swag, and we believe in dressing for theobjective, not the occasion. Most days, you can enjoy a casual work environment, butwe’lldress up when the situation calls for it.

• People-Focused Culture: We know our greatest strength is our people.That’swhywe’vebuilt a culture that encourages experimentation, learning, and improving together.You’llhave the space to share your ideas and help shape a company that is constantly growing.

• Tools for Success:Access to leading-edge web-based productivity tools.

• Health and Wellness: Comprehensive medical, dental, and vision coverageto keep you and your family healthy.

• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.

• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.

EEO Statement

Encore Fire Protection is an Equal Opportunity Employer.

Encore Fire Protection is an E-Verify Employer.

As an EEO/AA employer, Encore Fire Protection considers applicants for employment without regard to, and does not discriminatebased ongender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.