New Era Technology is a global technology solutions provider with 4,500 employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We currently have a need for a Service Delivery Coordinator supporting a Global Network Infrastructure environment. The Service Delivery Coordinator is responsible for contributing to a high level of customer satisfaction by overseeing and coordinating completion of all aspects of service, maintenance, and help desk functions. Works in a team environment and in conjunction with customers, subcontractors/ technicians, and equipment vendors to ensure that the scope of work is clearly defined, the assigned party has the correct skill set and instructions required, and the correct materials and/or equipment is procured and delivered. Global Financial Services, Healthcare or Pharmaceutical experience is strongly preferred.

RESPONSIBILITIES

• Collaborate with assigned customer stakeholders including but not limited to IT engineers, local points of contact, facility management representatives, 3^rd party contracted labor teams, and project management.
• Collaborate with internal engineers, project management, and technicians to determine scope of works, bills of materials, and pricing proposals.
• Coordinate the implementation of project and process management methodology, standards, and tools to drive and facilitate successful project delivery.
• Respond quickly and accurately to incoming customer communication in the form of generated incidents, emails, and phone calls.
• Generate and review KPI reporting for internal and external review and action.
• Participate in weekly, monthly, quarterly, and/or annual customer business reviews.
• Provide support for toolsets such as report generation, end user maintenace, and troubleshooting.
• Print and distribute access control badges per customer requirements.
• Participate in project kick-off meetings to ensure proper initiation of a given project. Act as initial point of escalation for all issues that require further investigation.
• Contribute to accurate monthly forecasting report to aid in resource and revenue projections.
• taken to keep projects on time and budget.
• Accurately estimate costs and revenue for the life cycle of Projects and/or Programs according to our company goals and standards
• Maintain accurate and detailed information on Projects and/or Programs pertaining to: Job progress, photograph files, daily tracking reports, and job costing and communicate regularly with assigned stakeholders.
• Manage Project Information/Data via company-issued toolsets and systems, while keeping stakeholders informed of Project status. This can include customer-specific internal systems that were included as part of the project bid.
• Develop strong partnerships across the organization to ensure project collaboration and success.
• Build and maintain trusted relationships with customers and stakeholders.
• Understand the scope work requested by customers and then schedule field technicians for assigned work.
• Gather deliverables.
• Document installation notes and job progress.
• Verifying technician check in and check out.
• Close out work orders and prepare for billing.
• Obtain vendor invoices in a timely manner.
• Meet metrics related to margin, start times, project deadlines and invoicing deadlines.
• Work with customer’s internal software system as applicable.
• Attend and contribute to regular Operations meetings.

COMPETENCY

• Ability to collaborate with all internal and external resources to ensure the highest levels of customer satisfaction are maintained.
• Document installation notes and job progress.
• Verifying technician check in and check out.
• Close out work orders and prepare for billing.
• Obtain vendor invoices in a timely manner.
• Meet metrics related to margin, start times, project deadlines and invoicing deadlines.
• Ability to function in a multi-project environment with changing priorities.
• Ability to calculate figures using methods above to determine operational amounts or needs.
• Ability to anticipate potential problems and proactively troubleshoot to resolve issues.
• Strong ability to define technical problems, collect data, establish facts, and draw valid conclusions.
• Understand new information or materials by studying and working with them.
• Identify ways to measure and improve system performance.
• Ability to effectively communicate, present information, and respond to managers, employees, customers, and vendors in an intelligent, clear, concise, professional, and grammatically correct manner.
• Ability to establish and retain customer confidence.

REQUIRED EDUCATION & EXPERIENCE REQUIRED

• 1-2 years’ experience in a project or service environment.
• Multi-task in a fast-paced environment and can think outside of the box.
• Client or customer facing interactions in a business-to-business environment.
• Foundational knowledge in IT network infrastructure and systems.

PREFERRED EDUCATION & EXPERIENCE REQUIRED

• Collaboration with facilities management and contractors.
• Knowledge in access control and/or video surveillance systems.

EXPECTED HOURS OF WORK

• Full Time position working 40 hours per week, and overtime as needed.

TRAVEL

• Occasional travel maybe required to client location. Expectation is less than 10%.

QUALIFICATIONS

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.