Service Coordinator

Role

The Service Coordinator is a critical role that will provide support for both the service team and our clients. You will be an integral member of our Service Department. A true advocate for the customer, supporting triaging efforts, service ticket processing, and system configuration setup for online offerings.

Responsibilities

• Review and triage customer support requests across various internal teams and key stakeholders.
• Identify options to drive permanent resolutions.
• Partner with Service Manager and technicians to analyze and determine appropriate resolution path.
• Provide ongoing communication and status updates throughout the duration of a service ticket.
• Always look at problems with "customer first" solutions
• Ensure all new service requests are assigned to the appropriate technician.
• Review and monitor the Dispatch Board to ensure service level agreements are being met.
• Ensure all tickets completed by the technicians are closed.
• Review and follow up on the weekly open ticket backlog.
• Review tickets for and process RMA's daily.
• Process all incoming monitoring requests and changes to the associated agreements with monitoring provider.
• Provide product support ensuring the service team has the appropriate required items to be successful prior to mobilizing onsite.
• Process incoming work orders for strategic accounts and ensure the required workflow is completed within the required SLA outlined with the client. Today this is one account but could grow into additional accounts down the road.
• Provide support for service quotes that come directly to Service.
  
  

Please note that the responsibilities outlined above are indicative of the primary duties associated with this role but may not encompass all tasks that may be assigned to this role.

Requirements

• 2 years of service coordination in physical security, low-voltage systems, or a related field.
• Strong written and verbal communication skills
• High attention to detail, able to problem solve logically and think critically.
• Highly organized with strong multitasking and time management abilities.
• Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.
• Ability to influence people at all levels to drive service tickets to resolution.
• Technical aptitude with a passion to learn.
• Ability to prioritize and manage workload effectively and efficiently
• Proven ability to collaborate across teams and departments.
• High school diploma or equivalent required.
• Proficiency in Microsoft Office 365 (Outlook, Excel, Teams, etc.).
• Experience with ConnectWise and/or Smartsheet is a plus.
• Must have a valid driver's license and be able to lift up to 25 lbs.
• Must successfully pass a background check, including a driving record review.