What are the responsibilities and job description for the Service Coordinator (remote) position at Digi Security Systems?
Company Overview
Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, and intrusion detection solutions for public and private partners. We've built our reputation on innovation and reliable service, and we're known as the industry's experts.
Position Overview
We are seeking an organized, partner-focused Service Coordinator to join our Service team that will be supporting our Oklahoma City, Tulsa and Arkansas locations. The Service Coordinator is the engine that keeps service moving by driving ticket flow, protecting SLAs, and ensuring every partner feels taken care of. This person keeps every service request actively scheduled, makes sure nothing falls into the red or goes past due, and gives partners the responsiveness and clarity Digi holds itself to.
Working alongside Branch Service Leads, the Service Manager, and General Managers, the Service Coordinator owns ticket KPIs and prioritizes work by urgency, so the field team can stay focused on billable, partner-facing technical work. This role reports to the Service Manager. The ideal candidate has at least two (2) years of experience in service coordination, dispatch, or scheduling, preferably in security systems, low-voltage, or another field service industry, and is comfortable working in ticketing and scheduling software.
Main Responsibilities
- Ticket Flow & Scheduling: Drive service tickets from intake to resolution, ensuring every request is actively scheduled and moving. Work toward an average time to resolution of less than 5 business days.
- SLA Management: Monitor all branch service tickets to protect service level agreements, keeping the SLA breach rate under 5% and making sure nothing falls into the red or goes past due.
- Prioritization: Partner with Branch Service Leads, the Service Manager, and General Managers to prioritize tickets by urgency and allocate field resources where they're needed most.
- Partner Communication: Provide first-touch communication to partners within 2 hours of a new request, and keep partners informed at every stage so no ticket goes quiet for more than 3 business days.
- Ticket Compliance & Documentation: Ensure 100% compliance on ticket expenses, notes, and time entries, completed on time, every time. Clean, accurate tickets reduce billing rework and protect revenue.
- Field Support: Handle the coordination and administrative load so Branch Service Leads and technicians are freed up for billable field work.
- Reporting: Track and report on ticket KPIs, flagging aging tickets, SLA risks, and recurring issues to the Service Manager.
- Customer Service: Represent Digi professionally in every partner interaction, delivering the responsive, clear communication that defines the best partner experience.
Benefits:
- 30 hours PTO plus 2 weeks vacation accrual rate
- 3 weeks vacation accrual rate after first year of employment
- 9 company-wide paid holidays throughout the year
- 401k plan w/corporate matching structure
- Full health benefits-medical, dental and vision
- Included life insurance, additional available for purchase
- Accident/critical illness insurance available for purchase
- Voluntary professional development opportunities
- Company laptop and company phone
Physical Requirements:
- Ability to sit at a desk and work on a computer for extended periods of time.
- Ability to communicate clearly by phone, email, and in person.
- Ability to manage multiple priorities in a fast-paced environment.
- Occasional lifting of office supplies or equipment up to 25 lbs.
Disclaimer: This job description is not all encompassing of job responsibilities and is not in any way a binding document. It does not affect the at will nature of employment at Digi Security Systems.
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