The Service Coordinator is responsible for the efficient scheduling of technical resources and assignments, the Service Coordinator utilizes ticketing, and other systems as tools to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer facing and must be able to at all times create a customer-centric experience that promotes our trusted brand within the marketplace.

GENERAL ACCOUNTABILITIES: 

• Perform service coordination, including daily scheduling for service calls, inspections and repairs/installs related to service (scheduling labor, communication with client)
• Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity
• Relay schedule & service details to technicians
• Express an understanding of contracts and service billing to ensure work orders are accurate and invoiced in a timely manner and escalating any discrepancies or issues to the Service Coordinator II or Team Lead
• Deliver and maintain response times to customers within guaranteed response windows and send post-service reports
• Problem solving by corresponding with the client, defining customer requirements and anticipating the unstated needs of the customer
• Provide ongoing two-way communication between the customer and the Service team
• Understand service capabilities and effectively communicate all offerings to the customer
• Obtain purchase orders from customers as needed
• Escalate customer complaints to the Service Coordinator II or Team Lead
• Create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner
• Perform additional duties as required

REQUIRED QUALIFICATIONS:

• An organized individual with a strong commitment to customers, co-workers and work processes
• Experience with Windows and Microsoft Office products
• Excellent customer service
• Strong interpersonal skills and ability to work within a team structure
• High attention to detail with strong organizational skills
• Ability to prioritize and manage time efficiently for self and others
• Excellent command of the English language verbal, written and telephone skills
• Resourceful ability to research information and present results to internal clients
• Accountable, co-operative and attentive to productivity and corporate profitability
• Ability to build strong relationships with both internal and external customers
• A proven client-focused approach that will embrace the Paladin Technologies’ core values of accountability, respect, creativity, integrity, passion and wellbeing

PREFERRED QUALIFICATIONS:

• Security industry knowledge, along with regulations and standards
• Experience with Microsoft Dynamics
• Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems

PROFESSIONAL COMPETENCIES:

• Excellent customer relation skills
• Excellent written and verbal skills in one on one and large group situations
• Excellent inter-personal skills including client and employee relations
• Ability to organize workload for effective implementation
• Ability to multi-task while working under deadlines and time constraints
• Efficient in standard business software (Microsoft Office, Outlook, Onenote, Visio)
• Ability to interact effectively at all levels and across diverse cultures
• Ability to function as an effective team member in a collaborative sales environment
• Ability to adapt as the external environment and organization evolves
  

PHYSICAL DEMANDS:
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.  
 
Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment 
 
WORKING CONDITIONS: 
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.  
 
The office is clean, orderly, properly lit and ventilated.  Noise levels are considered low to moderate. 
 
$18 - $28 PH DOE