Service Coordinator

High Rise Fire and Security, founded in 1992, is a leading fire alarm, life safety and security systems solutions provider. We provide a broad range of fire alarm, life safety, security products and services including, but not limited to, the design, installation, service and maintenance of fire alarm, Auxiliary Radio Communication Systems (ARCS), card access, camera surveillance and intrusion systems. High Rise is a member of the SCUTUM Group. SCUTUM, founded in 1989, is a fast-growing, privately owned, leading European life safety company with offices in France, Germany, United Kingdom, Belgium, the Netherlands and Luxembourg. SCUTUM complements our solutions with additional products, services and expertise in electronic, cyber and defense security with an Artificial Intelligence (AI) platform. 

At High Rise, we pride ourselves on our ability to maintain thorough and up-to-date industry knowledge as well as provide expertise in local code requirements. Our employees are equipped with comprehensive knowledge and extensive experience in providing life safety system solutions throughout New York City Metro Area. We are currently looking for a Service Coordinator to provide exceptional preventive and maintenance service for the organization’s clients, while providing exceptional client customer service, helping to achieve the company’s vision, mission and culture. With a solid reputation in the market, ever so growing client base, cutting edge products and services, now is a great time to join our team.

Required Education and Experience

• Associate’s Degree required, preferably in Applied Mathematics or relevant field
• One year of experience working in a professional, service-oriented environment 

Essential Duties and Responsibilities

• Scheduling and assignment of technicians for service calls and maintenance jobs, including confirmation of their locations and job status throughout the day.
• Coordination of overflow in all areas of the Service Department.
• Data management of database upon call completion, updates to client information, input and closing of service reports, and preparation of Central Station contracts.
• Preparation of quotes for equipment and non-contract labor, and ordering of equipment to replenish inventory depleted from the Service Department.
• Provide friendly and professional greeting to all clients.
• Determine & document fire alarm problems and service by listening to the client’s description of symptoms, clarifying description of problems, and examining service schedules. 
• Enter service repair orders into system manager; produce repair orders for clients with full transparency including cost & time estimates.
• Using a consultative selling process to assist clients in recommending needed maintenance based on client’s situation, fire alarm panel age, and history.
• Communicate frequently with technicians to ensure timely completion of work. 
• Maintain client rapport by explaining estimates and expected repair completion.
• Maintain client satisfaction in accordance to HRF’s standards.
• Performing related tasks as required. 

Skills and Knowledge

• Above average proficiency in computer literacy and applications, i.e. MS Excel, Outlook, and Word.
• Excellent interpersonal and client service skills.
• Demonstrated ability to work as part of a team.
• Outstanding oral and written communication skills, with the ability to produce quality results.
• Excellent project management and organization skills.
• Ability to work under pressure and be multi-talented to meet aggressive time schedules.
• Ability and desire to learn new software applications.
• Interest in fire alarm systems operations preferred.
• Knowledge of NYC Building codes & NFPA fire alarm codes preferred.
• Knowledge of fire alarm products, especially EST products preferred.
• Knowledge of fire alarm systems operation highly desired.
• Understanding of basic electronics theories and principles (Ohm’s Law, AC/DC, etc.) preferred.

Core Competencies

• Job Knowledge
• Accountability and Dependability
• Results Focus and Initiative
• Client Service Focus and Effective Communication
• Relationship Building and Collaboration
• Judgment and Decision Making
• Ethics and Integrity

Company-Sponsored Certifications and Training

• 10-Hour OSHA Construction Certification within 3 months of hire 
• Four-Hour DOB Scaffolding Certification within 3 months of hire 

High Rise offers a highly competitive compensation and a generous benefits package, including medical, dental, vision, prescription plans for employees and their families, company paid life insurance, 401k match and Profit-Sharing contributions.

High Rise offers a variety of exciting career development opportunities within the organization. We have a robust learning and development platform that provides training and mentoring to employees at all levels of the organization. Employees are offered the opportunity to take part in a range of internal training initiatives to hone their existing skills and continue to grow professionally in accordance with the changing external environment. In addition, our peer-to-peer coaching program and emphasis on dynamic information exchange between teams ensures that our people are challenged intellectually and given the opportunity to succeed in their role.

Our organization is dynamic, and we pride ourselves on providing a collaborative work environment where employees are consistently engaged and work together to provide top quality service.

Come explore the possibilities at High Rise.