Company Overview Norel Service Co., Inc. has been a trusted provider of life safety systems and services since 1971. We specialize in fire alarm testing, upgrades, security, monitoring, and sprinkler testing, emphasizing strong relationships with our customers and employees to ensure safety and peace of mind. Job Summary We are seeking a dynamic Fire and Life Safety Dispatcher / Service Coordinator to join our dedicated team. In this vital role, you will coordinate emergency responses, manage service requests, and ensure seamless communication across our fire safety and security operations. Your proactive approach will help maintain the highest standards of safety, efficiency, and customer satisfaction. This is not a 911, police, fire department or emergency dispatch. The ideal candidate is highly organized, customer-focused, comfortable managing multiple priorities, and able to communicate effectively with customers, technicians, vendors, and internal departments in a fast-paced contractor-service environment. Essential Duties and Responsibilities Responsibilities include, but are not limited to, the following: Answer incoming phone calls and respond promptly and professionally to customer service requests. Monitor incoming service requests received by phone and email. Create, update, and manage service tickets and work orders. Schedule and dispatch field technicians based on job priority, location, availability, and required skill set. Schedule quoted and approved repair work with customers. Communicate appointment details, estimated arrival times, delays, and service-status updates to customers. Coordinate required parts and materials with the internal inventory department and outside vendors. Confirm that technicians have the parts, tools, equipment, and job information needed for assigned work. Assist with service billing, invoicing, and work-order closeout. Maintain accurate records of service calls, technician activity, customer communications, and completed work. Serve as a liaison among customers, technicians, vendors, and internal departments. Address customer concerns and escalate issues appropriately. Reassign or reschedule technicians as priorities and service needs change. Perform other service coordination and administrative duties as assigned. Qualifications Previous experience dispatching field service technicians or contractors to customer job sites preferred. Experience creating work orders, scheduling technicians, and supporting service billing preferred. Strong organizational, prioritization, and problem-solving skills. Excellent verbal and written communication skills. Proficiency with Microsoft Office and general business software. Ability to remain professional and organized while managing changing priorities and urgent customer requests. Ability to communicate effectively with customers, technicians, vendors, and internal departments in a fast-paced service environment. Ability to work on site, Monday

• Friday 8am
• 4:30pm Preferred Qualifications Experience in fire protection, fire alarm, security, electrical, HVAC, plumbing, or another field-service contractor environment
• huge plus!

Experience using field-service management, GPS, scheduling, dispatching, or technician-tracking systems. Experience supporting service operations in a contractor or technical service environment. Physical and Work Requirements Ability to work in an on-site office environment during scheduled business hours. Ability to use a computer, telephone, and other standard office equipment for extended periods, with or without reasonable accommodation. Ability to manage multiple communications channels, including telephone and email, throughout the workday. Ability to remain organized and responsive in a fast-paced work environment with frequent interruptions and changing priorities. Join us to be part of a team committed to safeguarding lives through exceptional coordination and communication!

Job Type:

Full-time Pay:

$28.00

• $32.00 per hour Expected hours: 40.0 per week Application Question(s): Are you able to work on site Monday
• Friday, 8am-4:30pm Do you have previous experience with dispatching field service technicians?

Do you have experience creating work orders, scheduling and supporting service billing? Ability to

Commute:

Littleton, MA 01460 (Required)

Work Location:

In person