2645 Service Co Ordinator -Alarm Dispatch

Fire Security Services is looking for a highly organised and customer-focused Service Coordinator to join our Administration team. This is a pivotal role that supports the efficient delivery of our fire alarm service operations. You will coordinate the service process from start to finish, managing customer enquiries, logging service requests, scheduling and dispatching technicians, processing invoices and purchase orders, and assisting with month-end reporting.

As the central point of contact between customers, technicians, branch staff, and internal support teams, you'll play a vital role in ensuring service work is delivered efficiently, accurately, and to the highest standard. Your ability to communicate effectively, stay organised, and keep multiple tasks moving will help create a seamless experience for both our customers and our team.

This opportunity is ideal for someone who thrives in a fast-paced service environment, enjoys coordinating competing priorities, and takes pride in delivering outstanding customer service while maintaining strong attention to detail.

About the role

Reporting to the Administration Manager, you will provide responsive customer service and administrative support to our Auckland branch, with a primary focus on the Fire Alarm Department. In this role, you will coordinate service requests, schedule and support technicians, process invoices and purchase orders, maintain accurate documentation, and assist with month-end reporting. You will also contribute to the continuous improvement of processes, helping ensure the department operates efficiently while delivering an exceptional customer experience.

Key responsibilities

• Deliver professional, responsive customer service by managing enquiries via phone, email, and in person.
• Log service requests, coordinate technician schedules, and support the timely completion of fire alarm service and remedial work.
• Manage the end-to-end invoicing process, ensuring completed service work is invoiced accurately and promptly.
• Raise, approve and receipt purchase orders in line with company processes.
• Prepare monthly reporting, including work-in-progress (WIPs) and journal information, ensuring accuracy and timely submission.
• Coordinate fire alarm system isolation and reinstatement documentation to support service delivery and compliance.
• Support the effective use of Uptick and assist technicians with system-related queries as required.
• Contribute to process improvements that enhance customer experience and operational efficiency.
• Follow company policies, ISO procedures, and health, safety and quality requirements.

About you

We are looking for a proactive, organised, and customer-focused individual who thrives in a fast-paced service coordination environment. You are confident communicating with a wide range of stakeholders and bring excellent attention to detail, sound judgement, and a commitment to delivering outstanding customer service. You enjoy working as part of a team, can manage competing priorities effectively, and take pride in ensuring tasks are completed accurately and on time.

To be successful, you will ideally have:

• Previous experience in administration, customer service, or service coordination.
• Strong planning, organisational, and time management skills, with the ability to prioritise competing tasks.
• Proficiency in Microsoft Excel and other Microsoft Office applications, along with confidence using business systems.
• Excellent written and verbal communication skills.
• A customer-focused approach and the ability to build and maintain positive working relationships.
• Confidence working with technical or service-based products and teams.
• High attention to detail and the ability to follow documented processes.
• Experience in a technical services, fire protection, facilities or trades environment would be highly regarded.
• A positive, proactive attitude and a willingness to contribute to continuous improvement initiatives.

Why join us?

This is an opportunity to join a supportive, customer-focused team where your organisation, communication, and coordination skills will have a genuine impact. You'll play an important role in keeping our service operations running smoothly while working alongside experienced professionals who value collaboration, accountability, and delivering exceptional customer outcomes.

We are committed to creating a positive workplace where our people are encouraged to grow, contribute ideas, and continuously improve. Our values of Courage, Pride, Integrity, and Ambition guide how we work together and how we support our customers every day.

Apply now

If you're an organised and proactive coordinator who enjoys keeping things on track, delivering excellent customer service, and being part of a busy operational team, we'd love to hear from you.

Apply today and become part of a team where your contribution is valued and your career can continue to grow.