Service Coordinator

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.
- Plan and assign field labor resources to maximize efficiencies and productivity at or above KPI levels by ensuring the immediate 24-hour response is available, or by negotiating other agreeable actions with customers.
- 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, and procurement costs.
- Monitor and report any potential warranty or credit requests.
- Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
- Expressing an understanding of contracts and job billing, daily forward completed tickets for accurate and timely invoicing.
- Perform project coordination for small projects (issuing PO's, scheduling labor, communication with client)
- Prepare sales estimates (move, add, changes).
- Prepare and present service agreements.
- 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 has emerged as the largest complex systems integrator in Canada. As a leader in the design, deployment, optimization, management, and maintenance of IP-based Integrated Security, Audio-Visual and Data Networking systems, Paladin can meet the needs of clients on a national scale, while providing local support.

We are a multi-national company with a local feel that operates across Canada, the western US, and Texas. The experts that makeup Paladin’s teams stay at the forefront of the changing technology landscape through continued training, complex client projects, and company support. As Paladin continues to grow, we continue to provide our employees with exciting challenges and a rewarding career.

Paladin Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.

quAFSraVDt