Service Coordinator

• Sterling Fire Protection is seeking a seasoned Service Coordinator to join our Service division.

Type & Location

This permanent, full-time role is an in-person position based in Edmonton

Position Summary

Reporting to Service Manager, the Service Coordinator plays a key part in ensuring our service operations run smoothly, efficiently, and with a strong focus on client satisfaction. You’ll work alongside other coordinators to manage scheduling and dispatch, while contributing to strengthen team performance, structure and accountability.

We’re looking for someone who doesn’t just react to the day-to-day—but anticipates challenges, thinks critically, and takes initiative to keep things moving forward.

This position is ideal for someone with dispatching experience in a service or trades environment who enjoys working with detailed information, supporting customer services, and ensuring organized, efficient operations.

What Makes You Successful in This Role

• Clear, confident communicator: You build strong relationships with customers, technicians, and internal teams, ensuring everyone stays informed, aligned, and supported.  
• Highly organized with strong attention to detail: You manage multiple priorities effectively while maintaining accurate schedules and documentation, keeping operations running smoothly.
• Proactive problem solver and critical thinker: You anticipate challenges, make sound decisions under pressure, and take initiative to resolve issues before they escalate to impact service delivery.
• Collaborative and adaptable team player: You work well with others to improve processes, and bring a positive, steady approach that helps keep the team focused and engaged.

What You’ll Do

• Manage incoming service requests from multiple channels (phone, email, online), ensuring all required details are captured accurately
• Assess request requirements and schedule field technicians based on skillset, availability, location, and priority
• Develop and adjust daily schedules to optimize technician productivity and service response times
• Maintain clear and consistent communication with technicians, ensuring they have the information needed for each job
• Provide real-time coordination support, addressing schedule changes and resolving issues as they arise
• Keep customers informed with appointment confirmations, updates, and timely responses to inquiries
• Ensure technicians are fully prepared with the necessary job details, equipment information, and site requirements
• Maintain accurate and up-to-date records of service activities, assignments, and completion details
• Respond effectively to changing priorities, identifying practical solutions to keep operations running smoothly
• Collaborate with the team to identify and implement improvements to processes and scheduling efficiency

What You’ll Bring

• High school diploma or GED
• Minimum 5 years of experience in a service coordination or dispatch role
• Fire protection, service, or skilled trades dispatching experience is an asset
• Clear and accurate verbal and written communication
• Strong organizational skills with the ability to manage multiple priorities
• Ability to stay composed and professional under pressure
• Proficient with Microsoft Office or Google Business Suite
• Experience with service management and scheduling tools (e.g., ServiceTrade or similar), as well as standard office systems

What We Offer

At Sterling, we treat our employees right. A Service Coordinator at Sterling Fire Protection can look forward to the following:

• $27.00 - $32.00 per hour based on qualifications and experience
• 40 hour week between Monday and Friday
• Paid time off and birthday off
• A comprehensive benefit plan that includes:
• Life Insurance, Disability Insurance, AD&D 
• Extended health care benefits
• Vision and Dental
• An industry-leading Employee Assistance Program and Teladoc virtual medical care
• Optional RRSP or TFSA plan with employer contributions
• Casual dress and a fun, close-knit corporate culture where employees are valued and everyone is accepted
• Company events
• Various other perks and benefits based on achievement of goals

About Sterling Fire Protection

As a leader in the fire protection industry, we are dedicated to safeguarding lives and property through our unwavering commitment to fire safety.

Sterling Fire Protection is an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all employees. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to any of these factors. We encourage individuals from underrepresented backgrounds to apply and join us in our mission to enhance fire safety and protection for all.