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: 

• Perform service coordination, including daily scheduling for service calls, inspections and repairs/installs related to service (scheduling labour, 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, behaviour 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: $45,833 - $60,000 DOE

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 States and Canada, and nearly 1,700 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.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Equal Opportunity Employer, including disability & veterans, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.

---