Service Coordinator

The Service Coordinator supports daily service operations by scheduling technicians, processing service work orders, and coordinating materials for service agreements, emergency calls, and time-and-material projects. This role ensures accurate documentation, timely invoicing, and clear communication with customers, technicians, and internal teams to support efficient service delivery and customer satisfaction.

Responsibilities:

• Perform service coordination, including daily scheduling for service calls, PMA's, inspections and repairs/installs related to service (scheduling labor, communication with client).

• Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity.

• Deliver and maintain response times to customers within guaranteed response windows and send post-service reports.

• Relay schedule & service details to technicians.

• Review SLA technician reporting & documents, report deficiencies to clients for follow-up, and compile results client reports.

• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.

• Express a thorough understanding of contracts and job service billing, to ensure work orders are accurate and invoiced in a timely manner.

• Review work orders with billing inconsistencies to check for correct labour rates & contracts before work orders are sent to be invoiced.

• Problem solve by corresponding with the client, defining customer requirements and anticipate the unstated needs of the customer.

• Understand service capabilities and effectively communicate all offerings to the customer.

• Demonstrate ability to balance priorities effectively across competing client demands and business requirements.

• Provide ongoing two-way communication between the client and the Service team.

• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.

• Obtain purchase orders from customers as needed.

• Provide support to other Service Coordination team members as needed.

• Promote team safety by understanding safety procedures and regulations.

• Maintain and foster a positive work & team environment within the Service Department.

• Create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.

• Perform additional duties as required

Required Qualifications:

• 3 - 5 years previous project coordination/management experience is required

• An organized individual with a strong commitment to customers, co-workers and work processes.

• Experience with Windows and Microsoft Office products.

• Excellent customer service.

• Strong interpersonal skills and ability to work within a team structure.

• High attention to detail with strong organizational skills.

• Ability to prioritize and manage time efficiently for self and others.

• 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.

• A proven client-focused approach that will embrace the Bosch Building Technologies core values of accountability, respect, creativity, integrity, passion and wellbeing.

Preferred Qualifications:

• Security industry knowledge, along with regulations and standards.

• Experience with Microsoft Dynamics.

• Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems.

Physical Demands:

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment

Working Conditions:

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.

Additional Information:

• Working Hours: This position generally works Monday- Friday, overtime and on call when necessary

• Travel Requirements: No travel required

• Benefits:

• Medical

• Dental

• Vision

• Flexible Spending Accounts

• 401K w/ company match

• Life/AD&D/LTD

• Paid Vacation/Sick/Holidays

• Employee Assistance Program

• Pet Insurance ?

Equal Employment Opportunity Statement

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

Equal Opportunity Employer, including disability / veterans.

All your information will be kept confidential according to EEO guidelines.