Service Coordinator II

Pavion•San Jose, CA

11d

About The Position

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service. With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more at www.pavion.com Pavion and our family of companies are seeking a talented and motivated Service Coordinator II to join our security business unit.

Requirements

High school diploma
Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
1+ years’ experience in relationship and client management
Strategic thinker, experience problem solving and driving results
Able to redirect and pivot based on changes in projects and tasks assigned
Able to multi-task and work under tight deadlines
Able to work in high pressure environments
Excellent time management and organizational skills
Able to coordinate multiple customer strategic needs and initiatives
Able to travel as needed, up to 20% of time

Nice To Haves

Bachelor’s degree in business management, personnel management, project management or related
Advances or Enterprise technical certifications on platforms and systems sold by Pavion

Responsibilities

Service Coordination- Perform intake, scheduling, service quoting, part ordering, tech coordination efforts
Handle incoming service requests via phone or email or customer portal which result in a work order to be scheduled and dispatched to proper personnel
Provide updates within service portal
Provide timely and accurate information to incoming customer order status and product knowledge requests
Track open service calls and provides after service follow-up to maintain customer satisfaction
Access and update on a daily basis customer website for service requests, site findings, quote approvals and billing needs
Procures all materials needed to complete service requests
Replenishes truck stock to encourage 1st time fixes (MTTR)
Inspection/PMI- Ensure on time completion of preventative maintenance and inspection tickets
Work with field teams and third-party sub-contractors to meet staffing requirements.
Drive On-time inspection KPI to ensure contractual obligations are met
Identify, track and drive deficiency tickets
Customer Service- Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
Proactively follow up with customers after completion of service to ensure a high level of satisfaction
Must be a champion for our customers and comfortable working across all functions and departments
Utilize various methodologies to research and resolve issues
Act as liaison between customer and vendor, seamlessly collaborating to achieve goals and bring work orders to completion
Interact daily with internal/external contacts using multiple systems to ensure accurate information
Exhibit professional behavior with all interactions - internal and external
Provide timely feedback to the company regarding service failures or customer concerns
Service Revenue- Ensuring all work orders are completed and invoiced timely
Review and prep all work orders thoroughly to minimize billing challenges
Work closely with the Finance department to resolve billing/vendor issues
Effectively steward company resources