Service Coordinator II

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.

RESPONSIBILITIES:

• Perform service coordination, including daily scheduling for service calls, PMA's, 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.
• Deliver and maintain response times to customers within guaranteed response windows and send post-service reports.
• Relay schedule & service details to technicians.
• Review SLA technician reporting & documents, report deficiencies to clients for follow-up, and compile results client reports.
• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.
• Express a thorough understanding of contracts and job service billing, to ensure work orders are accurate and invoiced in a timely manner.
• Review work orders with billing inconsistencies to check for correct labour rates & contracts before work orders are sent to be invoiced.
• Problem solve by corresponding with the client, defining customer requirements and anticipate the unstated needs of the customer.
• Understand service capabilities and effectively communicate all offerings to the customer.
• Demonstrate ability to balance priorities effectively across competing client demands and business requirements.
• Provide ongoing two-way communication between the client and the Service team.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
• Obtain purchase orders from customers as needed.
• Provide support to other Service Coordination team members as needed.
• Promote team safety by understanding safety procedures and regulations.
• Maintain and foster a positive work & team environment within the Service Department.
• 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 lighted and ventilated. Noise levels are considered low to moderate.

Pay: $28.00 - $38.00 ph DOE

BENEFITS: Associates and their eligible family members are offered comprehensive medical, dental, and vision plan options as well as company-provided basic life insurance, AD&D, short-term and long-term disability, and access to the employee assistance program. Voluntary benefit options include supplemental life and AD&D insurance, accident, critical illness, and hospital indemnity insurance plans, identity theft protection, pet insurance, and HSA and FSA account options. Associates also have the option to enroll in the company's 401(k) plan. In addition, associates receive PTO (paid time off), state-mandated sick leave, and 9 paid holidays.