Service Coordinator

About the Organization:

Envera Systems is a leading provider of smart community security and access control solutions, offering cloud-based technology that enhances safety, convenience, and peace of mind. Our platform integrates video surveillance, virtual gate services, and access control to support communities nationwide. With a growing, multi-state presence, Envera is committed to innovation, operational excellence, and delivering exceptional customer experiences through a collaborative, hands-on team.

Primary Objective:

The Service Coordinator is responsible for managing the daily workload of work orders through planning and coordination of labor, parts and material, tools and equipment. We are looking for a talented and hardworking individual to become a key member of a cross functional team whose primary responsibility is to foster positive experiences for our existing customer base via prompt, efficient and courteous handling of all service calls and repair requests.

Responsibilities:

• Ensure timely and efficient scheduling of technician routes
• Create Work Orders for technicians based on phone calls from clients, internal and external emails and Salesforce Cases
• Review and close Work Orders in accordance with internal expectations and guidelines
• Field phone calls and emails in an efficient, professional and courteous manner; adhering to internal Operational Level Agreements
• Reconcile monthly inventory
• Review invoices for proper cost and labor allocations
• Order, fulfill and ship security credentials
• Develop, track and report departmental metrics
• Prepare quotes/proposals for major repair projects as appropriate
• Process/approve invoices from sub-contractors
• Serve on cross-departmental teams and committees as assigned
• Perform special projects and other duties as assigned
• Plan and schedule preventative maintenance and RMA (Return Merchandise Authorization) work based on volume and available resources
• Ensure technician End-of-Call reports are completed and submitted promptly. Provide follow-up with technicians as needed
• Coordinate equipment needs with the Warehouse Manager based on technician truck inventory

Qualifications:

• High School Diploma; Associates Degree a plus
• Route Planning experience in a service technician environment
• Minimum 3 years' experience in a related position or field
• Familiarity with CCTV, access control, and intrusion detection systems is a plus.
• Experience with service management and tracking software is preferred
• Excellent verbal and written communication skills
• Proficient in Microsoft Office Suite and other web-based applications
• Strong attention to detail
• Ability to work independently with minimal supervision
• Highly organized with strong prioritization and time management skills
• Comfortable working in a fast-paced environment with shifting priorities
• Efficient and deadline-driven while maintaining a high level of accuracy and attention to detail

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Ability:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Communicate and converse, maintain a stationary position (standing and sitting), move/traverse, kneel and bend.
• Use fingers and hands, handle, feel and reach with hands and arms for extended periods of time.
• Occasionally required to climb or balance; stoop; kneel, or crouch
• Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.
• Ability to occasionally lift and carry up to 25 lbs

• Ability to uphold the stress of occasional traveling

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

EEO Statement:

Envera Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Envera Systems complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.