Service Coordinator – Fire & Security

Role Overview

• Customer Service. This includes managing all inbound phone calls for customer service, complaints, invoice clarifications, updates, etc.
• Serve as the service operations lead to ensure effective utilization of service management software (Key2Act Signature Service, Vista, and others) along with associated field devices.
• Responsible for receiving, creating, and dispatching calls for service.
• Responsible for the accurate setup of new customers, service sites, equipment, service calls, vendors, subcontractors, and daily schedule.
• Must attend contract turnover meetings to gather all information for accurate contract setup and ensure that field staff receive all pertinent details to execute.
• Responsible for pre-planning and scheduling all contract service work and projects with the goal of having two weeks tentatively planned.
• This includes coordinating the schedule and access requirements with the customer.
• Maintain an open line of communication between technicians, team leaders, and service managers.
• Manage open calls, review costs, review resolutions, statuses for completion, and prepare calls for billing daily.
• Ensure timely and accurate completion of paperwork by technicians.
• Review technician time sheet for costing and payroll purposes in assigned area and provide to Service Managers for approval.
• Work with customers and/or Sales to obtain customer POs.
• Issue POs to technicians for third-party material.
• Maintain customer 3rd party websites per customers requirements.
• Place parts/material orders and returns as required.
• Provide regular reporting to Service Managers as requested.
• Support the Service Managers and technicians.
• Other such duties and responsibilities as assigned by the company from time to time.

Requirements

• Demonstrated proficiency in MS Office (Excel, Word, PowerPoint), SharePoint, and basic Windows environment.
• Knowledge of basic accounting and business principles.
• Ability to lead and work with diverse teams.
• Excellent written and verbal communication skills.
• Ability to positively represent the company and communicate with others at varying technical levels.
• Ability to learn and become proficient with Service Management software and financial accounting systems within the timeframe of training period.
• Strong organizational skills.
• Ability to work as a member of the Customer Service Center Team.
• Must have excellent attention to detail and a high sense of urgency.
• Understanding of general service and/or construction industry.
• Knowledge of HVAC Service, Fire & Security Service, and Controls Service preferred.
• Associates degree in business administration, accounting, or another related field a plus.

Benefits

• Medical/Dental/Vision Insurance
• 401k with Employer Contributions
• PTO
• Paid Holidays
• Employee Assistance Program
• Long-term Disability
• Short-term Disability
• Flexible Spending Plan
• Health Savings Plan