ABOUT QSA

QSA is an Atlantic Canadian life safety and security integrator, independently owned and operated since 1971. We serve hospitals, schools, government facilities, and commercial buildings across Atlantic Canada.

We design, install, inspect, and support critical infrastructure - including fire alarm, nurse call, access control, CCTV, intrusion, public address, and monitoring systems. We prioritize strong partnerships with top-tier global manufacturers and trusted Canadian-owned suppliers to deliver solutions our communities rely on every day.

Every service call we take and every schedule we build drives our day-to-day delivery. When our intake is clear and our schedule is tight, our field teams arrive set up for success, our customers get rapid service they rely on, and QSA runs an operation we are proud of.

HOW WE WORK

At QSA, care is how we work. We expect every person on the team to care about five things:

- Care for Self / Your Own Work: You take pride in precision, double-check your appointment notes, and own it if something is missed.
- Care for Teammates: You set field technicians up for success, communicate clearly across ops and sales, and elevate those around you.
- Care for Company: You treat QSA’s name, time, and resources as if they were your own by keeping technician travel and downtime tight.
- Care for Customers: You ensure frontline calls are answered with warmth, clarity, and quick action so customers feel taken care of, not processed.
- Care for Community: You take pride in protecting the Atlantic Canadian communities where we live and work.

If you do not feel aligned to caring for your work, your team, the company, our customers, and our community, this is not the place for you. If you do, we would love to meet you.

THE ROLE

This is hands-on service coordination, frontline customer intake, and dispatch support running at the center of our daily operation:

- Frontline Customer Service: Phone triage, general customer inquiry handling, and clear ticket creation
- Schedule Coordination: Daily technician routing, appointment dispatch, and real-time schedule adjustments
- Operational Admin: Work order tracking, follow-up confirmations, and customer communication
- Logistics Support: Coordinating material readiness and kitting confirmations with the warehouse for scheduled work





You do not need decades of trade experience on day one, but you must be extremely organized with strong organizational instincts, a calm phone presence, and the discipline to keep our daily service flow moving cleanly.

WHAT YOU’LL DO

- Manage Frontline Intake: Receive, log, and prioritize incoming service calls (15–30/day) and general inquiries. Handle common questions directly and route specialized sales or technical calls accurately.
- Triage & Determine Urgency: Quickly assess incoming requests to separate emergency service calls from routine maintenance, ensuring urgent issues are flagged and scheduled fast.
- Build & Adjust Schedules: Coordinate daily technician schedules, balancing urgent calls with planned work to minimize technician travel time and idle downtime.
- Set Technicians Up for Success: Ensure technicians have 100% of the information and materials needed to execute cleanly on-site - including clear sales notes, job scopes, customer expectations, and coordinating directly with the warehouse so all parts are staged and ready before they hit the road.
- Partner with Operations & Warehouse: Work directly with the VP of Ops and warehouse team to confirm equipment availability, kit staging, and schedule readiness for all upcoming service visits.
- Track Work Orders to Completion: Maintain accurate service records, follow up on pending work orders, and confirm all ticket details are closed out properly without loose ends.
- Fix It Rapid & Own It: Acknowledge scheduling conflicts or communication gaps quickly, adjust with the team, and refine workflow processes so errors don't repeat.

WHO YOU ARE

- You Default to Precision: "Close enough" isn't in your vocabulary. You double-check job addresses, customer contact details, time slots, and dispatch notes line by line.
- You Communicate Clearly & Calmly: You come across on the phone as professional, clear, and human.



Customers feel confident and cared for when they speak with you.
- You Care About Servicing the Customer: You look beyond basic ticket entries to ensure our customer's real-world needs are addressed quickly and attentively.
- You Thrive in High Context-Switching: You have the mental agility to answer a live call, adjust a technician's schedule, and confirm a warehouse pickup without losing your focus or composure.
- You Think Like an Operations Enabler: You understand what a technician needs in the field and what the customer expects on-site, and you structure the day to make that happen smoothly.
- Low Ego & High Accountability: You care more about QSA running a smooth, successful operation than about who gets credit. When something goes sideways, you own it and fix it.

THE BASICS

- Experience: 1–3 years of proven experience in office administration, customer service, service coordination, or receptionist roles.
- Technical Skills: Comfortable working with multi-line phones, office software, spreadsheets, and digital scheduling tools/CRMs.
- Education: High school diploma required; post-secondary office administration, business diploma, or equivalent practical admin experience preferred.
- Location & Work Setup: Fredericton, NB (In-person office base, open to hybrid down the road).

HOW TO APPLY Send your CV and a short note to [email protected].

Instead of a generic cover letter, please include brief answers to two questions:

- Tell us about a time in a past role where a daily schedule or workflow fell apart mid-day. How quickly did you adjust, how did you handle the people involved, and what did you do to regain control?
- Before you confirm a schedule or dispatch a team member to a task, what specific steps do you take to confirm all the necessary details are 100% ready?

We appreciate the time and effort it takes to apply. Due to application volume, only candidates selected for an interview will be contacted. However, we will retain your resume for future opportunities that may be a fit, and we sincerely thank everyone for their interest in joining QSA. Pay: $18.37-$41.08 per hour

Benefits

- Casual dress
- Company events
- Dental care
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match

Work Location: In person

📌 Operations Associate, Service & Scheduling (Fredericton)
🏢 QSA Life Safety u0026 Security
📍 Fredericton