Service Coordinator

Pavion•Norwell, MA

19h•Onsite

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 to join our security business unit.

Requirements

Bachelor’s Degree
Prior experience dispatching or field experience
Must be proficient with MS Outlook, Word, & Excel
Must have a high energy level with a focus toward customers
Must have strong communication skills
Must have good organizational skills with attention to detail

Nice To Haves

Prior experience with reporting or quoting is a plus
Prior experience receiving incoming calls and/or emails is a plus

Responsibilities

Review all Service Agreement Contract Documents
Order 3PA’s as needed for Agreements
Setup Agreements in Dynamics (includes proper highlight notes, booking setups, etc)
Agreement billing
Agreement tracking and reporting
SMA Invoice review for Agreements in Vision 360
Assist with collections efforts on Agreement billings
Create and process all Warranty Agreement Service Job setup
Monitor equipment received email and coordinate scheduling with STL
Create and maintain Service On-call schedule
Responsible for processing incoming customer service requests via Dynamics/BC
Monitor Service email Inbox and phone call queue, as well as corresponding to Service Delivery Specialists any issues or inquiries from client requests.
Scheduling all non-Agreement service calls for Healthcare Clients
Review all assigned service calls daily for updates and address any return visit needs
Close out assigned service calls after daily review – review billing and provide notes to Billing Team for invoicing
Providing additional support to all Service Team Leads and Client Success Managers (preparing quotes, process parts orders, cover for STL vacations, etc)
Identifying any possible upgrade opportunities and provide all details to Solutions Architect for quoting
Provide Not to Exceed Labor Quotes as needed
Assist with Test and Inspection report completion as needed
Train new employees (Admin Assistants/New Service Coordinators)
Assist with Parts Only orders monitoring
Monitor workflow buckets as needed