The Service Coordinator ensure smooth system inspections & creates life-long customer relationships.
Calgary, AB
Full-time Permanent
Position Details
The Service Coordinator will join our Radius Security Division in our Calgary Office, playing a crucial role in the seamless installation and maintenance of our systems. This position is essential in creating a WOW experience for both internal and external customers and is often referred to as our “Grand Central Station.” The role ensures a smooth transition from sales to project installation, followed by ongoing maintenance.
Without this role, our teams could not effectively carry out the installation of life-saving equipment or effectively take care of our valued customers.
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Incentives

• STABILITY & GROWTH: As an essential service, we remained fully operational throughout the pandemic—supporting our communities when they needed us most. With steady year-over-year growth and exciting expansion plans on the horizon, now is a great time to join us.
• COMPREHENSIVE BENEFITS PACKAGE: Enjoy extended health and dental coverage, RRSP matching, a monthly profit-sharing bonus, and access to our Employee & Family Assistance Program.
• CAREER DEVELOPMENT: We’re passionate about your growth. Take advantage of paid internal and external training, plus continuous learning opportunities to grow your career within the organization.
• VIBRANT TEAM CULTURE: We know how to have fun— It’s part of our DNA! From team outings and pub nights to virtual game sessions, spirit weeks, and community volunteer events. You’ll feel connected, supported, and celebrated.
• MAKE A REAL IMPACT: Your voice matters here. We love seeing team members bring forward ideas and watch them come to life. You’ll be empowered to make meaningful contributions every day.
• BE PROUD OF WHERE YOU WORK: We have a strong reputation and are proud to be a trusted name in the communities we serve. When you join our team, you’re part of something bigger.

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Job Description

Service Coordination

• Overseeing our fire monitoring accounts annual ULC inspections from start to finish, including ticket creation, scheduling with customers, technician dispatch, addressing deficiencies, and closing out tickets upon completion.
• Set up new customer accounts and create jobs for new installation projects.
• Coordinate and communicate effectively with Project Managers, Field Technicians, the Command Center, Supply Chain team, customers, subcontractors, and external vendors to ensure smooth execution of work.
• Maintain accurate and timely updates in internal systems regarding the status of installations and system maintenance.
• Order inventory as needed.

Customer Experience

• Respond to customer inquiries via email and phone queue, providing timely and effective resolutions to issues and concerns.
• Performing basic troubleshooting if needed or transferring/escalating to the correct individuals to drive solutions.
• Investigate incidents related to monitoring services, ensuring equipment is functioning properly and educating customers on recommended actions to mitigate future risks.

Miscellaneous Responsibilities

• Build and maintain strong working relationships with internal departments and stakeholders.
• Ensure accurate review and submission of technician timecards.
• Develop and maintain standard operating procedures (SOPs) to support departmental consistency and efficiency.
• Handle invoicing and report creation.
• PLEASE NOTE: this is not an exhaustive list, and other responsibilities may be required.

Requirements

• NON-NEGOTIABLES: You must be a CULTURAL DRIVER WITH STRONG EMOTIONAL INTELLIGENCE AND A PASSION FOR CREATING A MEMORABLE CUSTOMER EXPERIENCE., We need someone who thrives on being around others and radiates positive energy. Your passion for building strong relationships and collaborating across all levels of the organization is essential. You are eager to make lasting positive impressions on customers and the internal team members you support. You are keen to ‘run to the problem’ and ‘be a fanatic about response time’. If you don’t have the answers – you take accountability to find them. You’re ready to roll up your sleeves, support the team where needed, and drive results within your scope. This role involves managing time-sensitive tasks, so we need a proactive individual who gets things done on time and right the first time.
• At least 1-YEAR PRIOR EXPERIENCE in Project/Service Coordination, Account Management or a related role.
• PROFICIENCY USING COMPUTERS AND MICROSOFT OFFICE with an ability to quickly learn new systems. Bonus points if you’re an Excel Wizard (able to do: Pivot Tables, V-Lookups, Conditional Formatting) or have experience with an ERP, Project Management or Ticketing Software.
• Strong ORGANIZATIONAL SKILLS to manage multiple tasks simultaneously with excellent follow-through.
• Effective WRITTEN AND VERBAL COMMUNICATION SKILLS – you don’t rely solely on emails and are confident in making phone calls to get things done

• Build and maintain strong working relationships with internal departments and stakeholders.
• Ensure accurate review and submission of technician timecards.
• Develop and maintain standard operating procedures (SOPs) to support departmental consistency and efficiency.
• Handle invoicing and report creation.
• PLEASE NOTE: this is not an exhaustive list, and other responsibilities may be required