Service Coordinator II

Paladin Technologies • Portland, OR

7d • $28 - $38

About The Position

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.

Requirements

• 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.

Nice To Haves

• Security industry knowledge, along with regulations and standards.
• Experience with Microsoft Dynamics.
• Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems.

Responsibilities

• Perform service coordination, including daily scheduling for service calls, PMA’s, inspections and repairs/installs related to service (scheduling labor, communication with client).
• Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity.
• Deliver and maintain response times to customers within guaranteed response windows and send post-service reports.
• Relay schedule & service details to technicians.
• Review SLA technician reporting & documents, report deficiencies to clients for follow-up, and compile results client reports.
• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.
• Express a thorough understanding of contracts and job service billing, to ensure work orders are accurate and invoiced in a timely manner.
• Review work orders with billing inconsistencies to check for correct labour rates & contracts before work orders are sent to be invoiced.
• Problem solve by corresponding with the client, defining customer requirements and anticipate the unstated needs of the customer.
• Understand service capabilities and effectively communicate all offerings to the customer.
• Demonstrate ability to balance priorities effectively across competing client demands and business requirements.
• Provide ongoing two-way communication between the client and the Service team.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
• Obtain purchase orders from customers as needed.
• Provide support to other Service Coordination team members as needed.
• Promote team safety by understanding safety procedures and regulations.
• Maintain and foster a positive work & team environment within the Service Department.
• Create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
• Perform additional duties as required

Benefits

• Associates and their eligible family members are offered comprehensive medical, dental, and vision plan options as well as company-provided basic life insurance, AD&D, short-term and long-term disability, and access to the employee assistance program.
• Voluntary benefit options include supplemental life and AD&D insurance, accident, critical illness, and hospital indemnity insurance plans, identity theft protection, pet insurance, and HSA and FSA account options.
• Associates also have the option to enroll in the company’s 401(k) plan.
• In addition, associates receive PTO (paid time off), state-mandated sick leave, and 9 paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees