Service Coordinator

As a Service Coordinator , you will be a key member of our corporate headquarters team in Garden City, NY , providing exceptional support to our clients and Service and Field Teams. You will coordinate service requests, work orders, technician schedules, repairs, billing, and follow-up activities while delivering a high level of customer service and attention to detail.

The ideal candidate has experience working with ticketing/service management systems, sales orders, technician scheduling, customer billing, and cost estimates , along with strong mathematical and problem-solving skills. We are looking for someone who takes ownership of their work, thrives in a fast-paced team environment, and is committed to providing a true white glove customer experience .

We invite you to discover the excitement, diversity, rewards and excellence of a career at TRITECH Communications. With $100 million in annual revenues and 350+ employees, TRITECH is one of the nations leading technology system integrators serving clients in corporate, education, healthcare and government industries. Our corporate headquarters is located in Garden City, NY and the company operates four regional operations centers in New York City, Boston, Miami and Washington DC. We are a one-source business that provides our clients with a single partner for the design, installation and maintenance of large/complex Audio Visual, Communications, PoE Lighting and Electronic Security Systems.

Primary Responsibilities:

• Serve as the first point of contact for all inbound service requests from Tritech new and existing customers.
• Monitor open service tickets in Connect Wise and proactively follow up on outstanding items to ensure timely resolution and compliance with customer SLAs.
• Provide customers with regular updates regarding technician schedules, service status, estimated completion times, and next steps.
• Schedule technicians for on-site service visits using ticketing system shared calendar and coordinate with members of the Service Center team to appropriately allocate resources.
• Determine follow-up action based on the technicians resolution and implement recommended follow up orders, visits, and repairs including working with vendors, programmers, and other teams for escalated solutions.
• Work with Tritech Shipping and Purchasing departments on receiving/shipping equipment and pricing/availability of equipment to generate quotes/proposals for customers.
• Create, prepare, and issue customer invoices accurately based on contractual requirements, Service Level Agreements (SLAs), work performed, service calls, and applicable pricing.
• Review service documentation, work orders, time records, and supporting documentation to ensure invoices accurately reflect services provided.
• Review technician notes, labor hours, materials, travel, and other billable items to ensure accurate quotes and invoices.
• Work with the Accounts Receivable (AR) team to resolve billing discrepancies, outstanding invoice questions, credits, and customer account issues.
• Monitor billing schedules and ensure invoices are generated and submitted within required customer and contractual deadlines.
• Respond to customer inquiries regarding invoices, billing details, account balances, and payment-related questions, escalating issues when appropriate.
• Maintain accurate customer billing records and documentation in accordance with company policies and customer requirements.

Qualifications:

• 35+ years of experience in customer service, service coordination, dispatching, scheduling, field service, or a similar customer-facing operational role.
• Experience coordinating or dispatching field technicians, preferably within a corporate, commercial, technology, AV, security, IT, facilities, or other technical service environment.
• Associates degree preferred; Bachelors degree a plus. Equivalent professional experience may be considered
• Experience working with ticketing, service management, ERP, CRM, or similar business systems; ConnectWise experience strongly preferred.
• Strong computer skills with the ability to efficiently navigate and manage multiple systems, screens, applications, and priorities simultaneously.
• Must be a highly organized, self-motivated individual to work as a part of a team with great verbal and written communication skills.
• Strong sense of urgency and discretion to escalate issues and conduct appropriate follow up.