Encore Fire Protection

Operations Specialist

Location US-MA-Needham
ID 2024-1160
Service Operations
Position Type


Encore is an industry leading, full service fire protection company serving customers all throughout the Northeast. Our mission is to save lives and protect property through the servicing and installation of innovative fire suppression, fire sprinkler, and fire alarm solutions. Over the past 30 years our team has developed a time tested model that combines technical experience, committed customer service, and a straightforward approach to operations and communication.


This continued growth and success has created a need for an Operations Specialist in our Needham, Massachusetts office. For this position you will be the second layer between our customers and our technicians to ensure every job is completed with this approach; "what we said we would do, how we said we would do it, when we said we'd have it done." Our pace is fast and our volume is high which requires a proactive personality type. Someone who is not intimidated by, yet motivated by, tackling tough deadlines and is driven to get things done as a means of meeting the long-term objective.


The person that excels in this role is someone who enjoys finding all the information and then wants to figure out how to put the pieces together. They like to work independently but value building relationships with customers as well as internal partners. They are able to see the bigger picture but don't let it interfere with the important details.


Here's what you can expect:

  • Manage and oversee the service delivery for specific product lines
  • Review scope of work and service contracts to ensure accuracy
  • Match billing with contract quotes and be able to notice even the smallest differences
  • Investigate scope of work performed with billing discrepancies
  • Communicate with customers on daily basis with invoice changes
  • Maintain focus on executing end of month billing cycle



The number one requirement for this position is a great attitude and strong desire to succeed (ok, that's two things), but beyond that, we are looking for the following:

  • College degree or at least 2 years related work experience in a customer service role, project management/coordination, and/or facility services knowledge preferred
  • Interest (and ability) in learning new technology. We work with an industry-specific program called, Service Trade. You will be given basic training on program usage but it is up to each individuals’ initiative to develop advanced skills
  • Exceptional interpersonal and persuasion skills
  • Professional, customer-focused approach to completing assignments and representing Encore
  • Knowledge of Massachusetts geography a definite plus but not required


As a company, Encore is hyper-focused on developing a culture that thrives on success and is energized by the fact that we get to make peoples' lives better and safer each day. One of the ways we do this is by generously rewarding all those who contribute to our continued growth. But we also believe that not all rewards are monetary. Here are just a few a few perks that a successful individual in this role can expect:

  • Salary commensurate with experience with opportunity for a results-driven bonus based on personal output and effectiveness in role
  • Purpose and results driven work environment (work smarter not harder)
  • We dress for the objective which means most days we wear jeans but occasionally we wear suits. As long as you know which situations require which (or aren't afraid to ask), you'll be all set!
  • Speaking of attire, we offer all employees Encore gear when they join the team
  • Freedom to express ideas - a culture of willingness to test, try, modify, adopt, enhance, improve and CHANGE as needed
  • Access to leading edge web-based productivity tools
  • Participation in Fidelity 401(K) that includes employer match
  • Medical, Dental, and Vision benefits through Blue Cross
  • Company-paid life insurance policy of $50,000

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 discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status


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