Service Coordinator

at  Paladin Technologies

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.

QUALIFICATIONS:

• A proven client-focused approach that will embrace the Paladin Technologies core values of Accountability, Respect, Creativity, Integrity, Passion and Well Being.
• An organized individual with a strong commitment to customers, co-workers and work processes.
• Must have computer, organizational, customer relation skills.
• A College Diploma in business or electro/mechanical field or those with equivalent skills and experience will be considered.
• Experience with Windows and Microsoft Office products is required
• Ability to prioritize and manage time efficiently for self and others
• Excellent customer service and interpersonal skills
• Strong interpersonal skills and ability to work within a team structure.
• Ability to build strong relationships with both internal and external customers.
• Highly attentive to detail with strong organizational skills
• 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.
• Security industry knowledge is a definite asset
  Salary Range: $45,000 - $55,000 DOE

• To create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
• By corresponding with the client, define customer requirements, problem solve as necessary, and anticipate the unstated needs of the customer.
• Expressing an understanding of contracts and job billing, daily forward completed tickets for accurate and timely invoicing.
• Perform service coordination, including daily scheduling for service call, PMA’s and repairs/install related to service (scheduling labor, communication with client)
• Maintain/scheduling labour for SLA and inspections .
• Plan and assign field labor resources to maximize efficiencies and productivity,
• Deliver and maintain response time to customers within guaranteed response windows.
• Obtain purchase orders from customers as needed.
• Schedule and relay details to technicians, promptly closing work orders once work is completed.
• Maintain technician schedule application ensuring resources including subcontractors and equipment rentals are effectively utilized.
• Provide ongoing two-way communication between the customer and the Service team.
• Understand our service capabilities and effectively communicate all offerings to the customer.
• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
• Perform additional duties as required