Service Coordinator

Northland Control Systems is looking for a Service Coordinator in Milpitas, CA. 

The role of the Service Coordinator is to support the Service department by providing excellent client service to our client base. Northland manages break/fix service calls and preventative maintenance visits (PMTs) in over 70 countries worldwide. The model uses Northland engineers in the UK, Singapore, and the Bay Area in the US and Local Service Partners (LSPs) outside of these areas to execute all break/fix service calls and PMTs.

The Service Coordinator is part of a cross-functional team connecting the client and the service team. 

What type of candidate Northland is looking for?

We strive to find the right kind of people who respect the Northland way; they will emphasize taking on challenges, working hard, learning fast, and embracing accountability while having fun! Our culture and team are some of our strongest assets. We want to employ happy people who bring a positive and energetic attitude to not only their work and the work environment.

What you will love about this job.

You will be working for an amazing company in a challenging environment that employs the most exceptional type of people. 

Responsibilities:

• First line for service - Receiving service calls from our clients through email or our internal ES system. Then either deploying an LSP or Northland Engineer to the site or engaging one of Northland Controls Application Engineers for them to resolve remotely. Service calls to be dealt with professionally and efficiently.
• Planning and Organizing – Arranging an engineer’s visit to the site within challenging service level agreements (SLAs). 
• Managing Information – Accurately recording and logging interactions with clients and LSPs for each service ticket to enable the information to be easily downloadable for creating reports for management.
• Taking ownership – proactively managing service tickets through from opening to completion ensuring customer satisfaction. 
• Communicating with the clients – Ensuring all relevant parties are kept fully up to date on the status of service tickets.
• Communicating with LSPs – Requesting their attendance to site and ensuring they are equipped with all information to help them to resolve the issue during the first visit. 
• Taking part in daily hand over calls from region to region.
• Weekly client calls – Professionally presenting open ticket reports to clients during weekly client meetings. 
• Scheduling and Managing Preventative Maintenances 
• Taking part in weekly meetings with management to review on-going service calls.
• Present weekly reports and metrics to management providing status updates of all ongoing service calls – in particular, proactively resolving problems ahead of time.
• Ensure data integrity is maintained on all tools and systems
• Effectively respond to communication by email, telephone, and in person
• Ensure the culture and core values of the company are developed, promoted, and maintained throughout the company at all times
• To continuously review current processes and practices with the aim of increasing efficiency and customer service
• Ensure effective communication between internal and external stakeholders
• Establish and maintain metrics to enable continuous improvements and efficiency gains
• Attend site meetings as required, representing the company in an effective and professional manner
• Take part and sometimes lead initiatives that will enhance company performance
• Such other duties as the management may, from time to time, reasonably require
• To comply with the company’s health and safety standards and requirements, with the safety of self and others in mind at all times. 
• Other duties as assigned. 

Qualifications

• Excellent written and verbal communication skills.
• Intermediate Microsoft skills, including Word and Excel.
• High attention to detail
• Ability to work independently.
• Time management
• Problem solving and diplomacy skills
• Excellent customer service skills

Skills:

Strong team player, self-motivated, and able to work independently and proactively if required.
Customer-focused with strong written and verbal communications skills
Open to taking on additional tasks globally as some regional and global travel may be required.
Strong interpersonal skills and proven ability to drive results in a multicultural and global environment.

Required Education/Experience:

Prior physical security service coordination, preferable.

Work Environment

This position works from the office regularly.

Expected Hours

This is a full-time position, 40 hours a work week.

Work Authorization

Must be authorized to work in the country of employment.

What Northland Does

Northland is a world-class global security integrator with offices in the United States, United Kingdom, Singapore, China and India. We specialize in design, build, integration, and management of high-end Lenel, Software House, S2 global enterprise security systems which include 6 out of 10 of the largest hi-tech companies in Silicon Valley.

We are responsible for single card reader installations in some of the most remote parts of the world, all the way through to the design, deployment and management of large enterprise systems managing up to 300 corporate offices in over 70 countries including datacenters and multi-faceted security operations centers.

With 250 highly trained professionals, all program management, project management, system design, system programming, testing and commissioning is carried out by Northland Controls experts to ensure we deliver the right solution, to the right standard, every time, anywhere in the world. In addition, Northland is supported by a network of over 100 in-country local service partners (LSPs) across the world who partner with Northland to deliver unparalleled world class services to our enterprise customers.

We are trusted to get the job done no matter what. Through word-of-mouth our elite list of customers has rewarded us with phenomenal growth from $1M to $70M in 10 years’. To achieve this, we are always interested in the very best people who share our core values and beliefs and will “do whatever it takes” to enable our customers to realize their goals. We will take on difficult challenges regardless of where they may lead us, and we will always take the most honorable route to get there.

Our Mission

To be the most trusted and influential leader in the industry. By delivering exceptional services across the world, we are determined to continually surprise our customers, the industry and even ourselves while having fun.

Core Values

Be Honorable

Take on Challenges

Do Whatever it Takes

Our People

Have Fun