Encore Fire Protection

Service Coordinator

Location US-MA-Holyoke
ID 2025-2752
Category
Service Operations
Position Type
Full-Time
Remote
No

Overview

Company Overview: 

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. 

 

Where You Fit In:

As we continue to grow, we're excited to add a Service Coordinator to our Operations team in our Holyoke, MA office. In this role, you’ll be at the center of our 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. Plus, it offers a clear path for advancement into Project Management, Operations Management, Analysis, or Sales.

 

What you'll be doing:

  • Manage the service delivery schedule for a defined geographic region with up to 10 technicians
  • Maximize daily productivity (revenue) by scheduling work based on your technicians’ ability and route efficiency
  • Develop and manage a process for holding your technicians accountable to time and attendance policies as well as your set service schedule
  • Identify areas for process improvement and assist with creating and revising processes, ensuring better efficiency and customer experience
  • Use and promote excellent customer service soft skills

What you'll need to do it:

  • 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 is a definite plus but not required

 

What We Offer: 

At Encore, we’re all 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’s what you can expect: 

 

  • Competitive Salary: Compensation commensurate with 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’ll be part of a culture that values results, and we empower our team to focus on impactful work. 

  • Flexible Dress Code: Upon joining, you’ll receive branded Encore gear and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it. 

  • Innovative Culture: We encourage a culture of experimentation and improvement. You’ll have the freedom to express your ideas and be part of a company that is always looking to improve and grow. 

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

  • Health and Wellness: Comprehensive medical, dental, and vision coverage through Blue Cross to 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. 

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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