Service Coordinator I

Pavion•Lees Summit, MO

About The Position

Pavion is seeking a Service Coordinator I to join its security business unit. Pavion provides fire, security, and communication integration solutions, including the design, installation, service, and maintenance of fire alarm systems, critical communications, video surveillance, access control, and AV technologies. The Service Coordinator I manages service requests and work orders, coordinates schedules, technicians, parts, inspections, and preventative maintenance, and supports customer communications and satisfaction. The role also helps ensure service work is completed and invoiced accurately and promptly, collaborating with field teams, subcontractors, customers, vendors, and Finance.

Requirements

High school diploma.
Proficiency in Microsoft Office Suite, including Excel, Access, Word, PowerPoint, and Outlook.
Ability to adapt and redirect priorities as projects and assigned tasks change.
Ability to multitask and work under tight deadlines and in high-pressure environments.
Excellent time-management and organizational skills.
Ability to coordinate multiple customer strategic needs and initiatives.
Ability to travel as needed, up to 20% of the time.

Nice To Haves

Associate’s degree in business management, personnel management, project management, or a related field.
Experience in relationship and client management.
Advanced or enterprise technical certifications on platforms and systems sold by Pavion.
Strategic thinking, problem-solving experience, and a track record of driving results.

Responsibilities

Handle service request intake, scheduling, service quoting, part ordering, and technician coordination.
Receive service requests by phone, email, or customer portal and create work orders for scheduling and dispatch to appropriate personnel.
Provide updates through service portals and respond to customer questions about order status and product information.
Track open service calls and follow up after service to maintain customer satisfaction.
Access and update customer websites daily for service requests, site findings, quote approvals, and billing needs.
Procure materials needed to complete service requests and replenish truck stock to support first-time fixes and reduce mean time to repair.
Ensure preventative maintenance and inspection tickets are completed on time.
Coordinate with field teams and third-party subcontractors to meet staffing needs.
Drive on-time inspection key performance indicators to meet contractual obligations.
Identify, track, and drive deficiency tickets.
Communicate consistently and promptly with customers through work order documentation, email, phone, and portals.
Follow up proactively with customers after service completion.
Research and resolve issues using various methods and act as a liaison between customers and vendors to complete work orders.
Interact with internal and external contacts across multiple systems, maintaining accurate information and professional conduct.
Provide timely feedback to the company about service failures or customer concerns.
Ensure work orders are completed and invoiced promptly.
Review and prepare work orders thoroughly to minimize billing challenges.
Work with Finance to resolve billing and vendor issues.
Steward company resources effectively.