Service Coordinator I

Service Coordinator IPavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. Global Reach. Local Service.As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at and our family of companies are seeking a talented and motivated Service Coordinator I to join our security business unit. Primary Responsibilities:Service Coordination:Perform intake, scheduling, service quoting, part ordering, tech coordination effortsHandle incoming service requests via phone or email or customer portal which result in a work order to be scheduled and dispatched to proper personnelProvide updates within service portalProvide timely and accurate information to incoming customer order status and product knowledge requestsTrack open service calls and provides after service follow-up to maintain customer satisfactionAccess and update on a daily basis customer website for service requests, site findings, quote approvals and billing needsProcures all materials needed to complete service requestsReplenishes truck stock to encourage 1st time fixes (MTTR)Inspection/PMI:Ensure on time completion of preventative maintenance and inspection ticketsWork with field teams and third-party sub-contractors to meet staffing requirements.Drive On-time inspection KPI to ensure contractual obligations are metIdentify, track and drive deficiency ticketsCustomer Service:Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portalProactively follow up with customers after completion of service to ensure a high level of satisfactionMust be a champion for our customers and comfortable working across all functions and departmentsUtilize various methodologies to research and resolve issuesAct as liaison between customer and vendor, seamlessly collaborating to achieve goals and bring work orders to completionInteract daily with internal/external contacts using multiple systems to ensure accurate informationExhibit professional behavior with all interactions - internal and externalProvide timely feedback to the company regarding service failures or customer concernsService Revenue:Ensuring all work orders are completed and invoiced timelyReview and prep all work orders thoroughly to minimize billing challengesWork closely with the Finance department to resolve billing/vendor issuesEffectively steward company resourcesBasic Qualifications:High school diplomaProficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)Able to redirect and pivot based on changes in projects and tasks assignedAble to multi-task and work under tight deadlinesAble to work in high pressure environmentsExcellent time management and organizational skillsAble to coordinate multiple customer strategic needs and initiativesAble to travel as needed, up to 20% of timePreferred Qualifications:Associate's degree in business management, personnel management, project management or relatedExperience in relationship and client managementAdvances or Enterprise technical certifications on platforms and systems sold by PavionStrategic thinker, experience problem solving and driving resultsThe hourly pay range for this position is $20-$25 per hour. The starting hourly pay will be determined based on qualifications, experience, education, skills, certifications, and internal equity. We also offer a comprehensive benefits package.Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.