Fire Alarm Service Manager/Customer Service

Fire Alarm Service Manager

Job Description

We are seeking an experienced and highly organized Fire Alarm Service Manager to lead our service department. This role is responsible for managing service operations, coordinating technicians, and ensuring prompt responses to customer inquiries. The ideal candidate will have strong problem-solving skills, experience in fire alarm systems, and the ability to diagnose issues remotely to determine the best course of action.

Responsibilities:

• Answer the service number and assist customers with fire alarm-related inquiries.
• Respond to the off-hours answering service calls, ensuring emergency service needs are met.
• Schedule service calls based on priority and availability.
• Coordinate and schedule technicians, ensuring efficient deployment of resources.
• Respond to customer emails regarding service requests, inquiries, and follow-ups.
• Provide customers with timely notifications and updates on service status.
• Assess fire alarm system issues remotely, determining whether a technician needs to be dispatched.
• Make informed decisions on which technician to schedule based on the complexity of the issue.
• Maintain detailed service records and ensure compliance with industry standards.

Qualifications:

• Proven experience in fire alarm systems and troubleshooting technical issues.
• Strong organizational and problem-solving skills with the ability to manage multiple tasks.
• Excellent communication skills, both verbal and written.
• Ability to diagnose issues remotely and provide appropriate solutions.
• Experience in coordinating technicians and managing service schedules.
• Familiarity with fire alarm industry regulations and compliance standards.
• Knowledge of service management tools or scheduling software is a plus.