Service Coordinator

6 months ago

Ottawa, Canada Paladin Technologies Full time

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**:

- To create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
- By corresponding with the client, define customer requirements, problem solve as necessary, and anticipate the unstated needs of the customer.
- Expressing an understanding of contracts and job billing, daily forward completed tickets for accurate and timely invoicing.
- Perform service coordination, including daily scheduling for service call, PMA’s and repairs/install related to service (scheduling labor, communication with client)
- Maintain/scheduling labour for SLA and inspections.
- Plan and assign field labor resources to maximize efficiencies and productivity,
- Deliver and maintain response time to customers within guaranteed response windows.
- Obtain purchase orders from customers as needed.
- Schedule and relay details to technicians, promptly closing work orders once work is completed.
- Provide ongoing two-way communication between the customer and the Service team.
- Understand our service capabilities and effectively communicate all offerings to the customer.
- Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.
- Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
- Perform additional duties as required

**QUALIFICATIONS**:

- A proven client-focused approach that will embrace the Paladin Technologies core values of Accountability, Respect, Creativity, Integrity, Passion and Well Being.
- An organized individual with a strong commitment to customers, co-workers and work processes.
- Must have computer, organizational, customer relation skills.
- A College Diploma in business or electro/mechanical field or those with equivalent skills and experience will be considered.
- Experience with: Windows 7,8,10, and Microsoft Office 2010/ 365 product is required
- Ability to prioritize and manage time efficiently for self and others
- Excellent customer service and interpersonal skills
- Strong interpersonal skills and ability to work within a team structure.
- Ability to build strong relationships with both internal and external customers.
- Highly attentive to detail with strong organizational skills
- 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.
- Security industry knowledge is a definite asset

**Company Info**:
Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,500 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

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