Job Description

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Service Dispatcher to join our fire business unit.

Primary Responsibilities:

The Fire Alarm Service Dispatcher coordinates, schedules, and supports service technicians responsible for troubleshooting, and emergency repair of fire alarm systems. This role functions as the operational control center for service delivery—ensuring efficient technician utilization, compliance within company standards, and high levels of customer responsiveness.

• Answer incoming phone calls.
• Maintain the dispatch board / schedule.
• Schedule and dispatch technicians emergency service calls, system troubleshooting, and deficiency repairs.
• Optimize routes and technician assignments based on geography, skill level, and priority.
• Monitor daily workload and adjust schedules in real time.
• Track technician status and job completion throughout the day.
• Serve as primary point of contact for service customers.
• Research customer disputes (billing inquiries).
• Communicate estimated arrival times and service updates.
• Coordinate scheduling of contractors and vendors.
• Address customer concerns and escalate technical issues to Service Manager when needed.
• Maintain accurate service records, deficiency reports, and inspection documentation.
• Support billing documentation by ensuring work orders are properly completed and signed.
• Enter and manage service tickets in Sedona.
• Prioritize emergency calls versus scheduled troubleshooting calls.
• Track open deficiencies and coordinate follow-up repairs.
• Maintain service backlog visibility for management reporting.
• Create proposals for needed deficiencies, material and/or labor to complete open service calls.
• Follow-up on existing repair quotes to ensure completion.
• Coordinate parts ordering and material availability with customer and procurement.
• Prepare reports on technician productivity, response times, and contract performance.
• Generate cure summons letters to submit to FDNY.
• Electronically process completed service tickets and enter all service call data in preparation for invoicing.
• Maintain relationships with high profile building management companies and tenants.

Basic Qualifications:

• High School Diploma or GED
• 2+ Years’ experience as a Dispatcher in f ire alarm or life safety industry
• Strong organizational and time management skills
• Proficiency in Microsoft Office
• Experience with Sedona preferred
• Strong attention to detail
• Analytical and problem-solving ability while working under pressure
• Excellent verbal and written communication skills
• Schedule management
• Team collaboration
• Ability to work in fast-paced, deadline-driven environment

Preferred Qualifications:

• Experience with Sedona preferred
• Knowledge of Fire, Security, CCTV, and Card access

Salary: $23 - 26/hr depending on experience

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.