AV Service Coordinator

TEKsystems•East Hartford, CT

1d•Onsite

About The Position

The AV Service Coordinator is responsible for receiving, documenting, and managing audiovisual service requests from both clients and internal staff. This role ensures all assigned service tickets are accurately maintained and completed in a timely manner while meeting defined service level agreements (SLAs). In addition, the AV Service Coordinator plays a key role in managing the Service Contract business, overseeing the full lifecycle from proposal generation and opportunity tracking to order management and contract renewals. This position provides AV contract sales and support to customers and employees, ensuring company policies and procedures are followed while helping to improve overall gross profit.

Requirements

Strong interpersonal skills with the ability to contribute positively to a team environment
Ability to problem solve independently with a strong sense of urgency
Positive, upbeat attitude with a customer‑service mindset
Clear and professional verbal and written communication skills
Intermediate PC skills, including Outlook, Word, Excel, and Access
Understanding of Hedberg and ConnectWise (training provided)
Strong math aptitude
Highly detail‑oriented and well organized
Ability to effectively multi‑task and prioritize
Excellent phone presence
Ability to work well with limited supervision

Responsibilities

Enter, update, and manage service orders in Hedberg
Create service renewal proposals and new service proposals; track all opportunities in ConnectWise
Obtain quotes and generate proposals for third‑party service providers
Enter service agreements into ConnectWise and maintain amortization tracking
Generate and coordinate preventative maintenance tickets in accordance with contract requirements
Create AV support tickets in ConnectWise for reported incidents and manage them through completion to ensure SLAs are met
Assign technicians and subcontractors to service tickets as required
Follow up with customers on past‑due time & materials (T&M) service invoices not paid via PO or deposit
Coordinate with vendors for equipment repair or replacement
Assign, track, and manage loaner assets