Imperium Service Coordinator

Primary Responsibilities (Essential Functions)

• Serve as the primary coordination point for incoming Imperium-related service requests from customers, internal teams, and authorized support channels.
• Receive, document, classify, and prioritize Imperium service requests based on customer impact, urgency, system function, and required support resources.
• Gather clear issue details, including affected area, system function, symptoms, screenshots/photos when available, customer contact information, site access requirements, and prior related ticket history.
• Determine whether the request requires field technician dispatch, remote support, programming assistance, engineering review, product/platform escalation, or service leadership involvement.
• Ensure urgent or mission-critical issues are escalated quickly and communicated clearly.

Dispatch, Scheduling & Resource Coordination

• Schedule and coordinate ECC technicians or specialized Imperium resources for on-site service, follow-up work, emergency response, and customer support needs.
• Maintain visibility to technician schedules and coordinate timing with customer availability, facility access requirements, and issue priority.
• Ensure technicians have the required information before dispatch, including site contacts, system details, work requested, prior ticket history, access requirements, and known issue context.
• Cookordinate materials, replacement equipment, parts, or support resources needed for Imperium-related service work.
• Track open Imperium service activity through completion and ensure timely updates are provided to customers and internal stakeholders.

Remote Support & Technical Escalation Coordination

• Coordinate remote troubleshooting efforts when issues may be resolved without an immediate site visit.
• Route software, programming, graphical interface, control point, network, or system configuration concerns to the appropriate internal resources.
• Cookordinate follow-up between customers, technicians, programming, engineering, corrections leadership, and product/platform support teams.
• Track escalated issues to ensure ownership is clear and next steps are documented.
• Help prevent unresolved issues from sitting without follow-up or clear responsibility.

Correctional Customer Communication

• Communicate professionally with sheriffs’ offices, jail administrators, correctional facility staff, county representatives, and other public safety stakeholders.
• Provide timely updates regarding scheduling, issue status, technician arrival, next steps, and resolution progress.
• Use discretion when handling security-sensitive site information, system details, access procedures, drawings, or facility operational concerns.
• Maintain a calm, professional, and organized communication style when dealing with urgent correctional facility issues.
• Help ensure customers understand what ECC is doing, who is involved, and what the next step is.

Ticket Documentation & Follow-Up

• Maintain accurate Imperium service records in ECC systems, including issue details, troubleshooting steps, communication history, technician notes, escalation history, and resolution status.
• Ensure tickets are updated consistently and contain enough information to support future troubleshooting, billing review, reporting, and customer follow-up.
• Confirm service work is properly closed out with complete notes, customer communication, and any required follow-up actions.
• Identify missing documentation and follow up with technicians or internal resources when additional information is needed.
• Maintain customer-specific notes or support references to improve response quality for recurring Imperium customers.

Repeat Issue & Chronic Site Coordination

• Track recurring service issues across Imperium customers, including repeated door control, intercom, camera, touchscreen, server, network, or user interface concerns.
• Flag repeat or unresolved issues to Service Leadership and appropriate technical teams for review.
• Help identify when repeat issues may require deeper troubleshooting, engineering review, programming review, customer training, or a larger corrective action plan.
• Maintain visibility to open repeat issues so they are not treated as unrelated one-off tickets.
• Support internal communication around chronic site concerns by keeping ticket history and issue summaries organized.

Quoted Service & Change Request Coordination

• Cookordinate limited-scope Imperium service work and approved customer-requested changes through the service workflow once reviewed or authorized by Service Leadership.
• Support scheduling and follow-up for small Imperium-related changes, repairs, or corrective work that do not require full project handoff.
• Cookordinate required materials, technician availability, internal technical resources, and customer communication for approved Imperium quoted service work.
• Work with Corrections Project Management when quoted service work requires project-level coordination, additional planning, or cross-departmental support.
• Escalate larger, complex, engineering-heavy, or project-level scopes to Service Leadership for reassessment and potential rerouting.
• Ensure scope boundaries are communicated clearly to customers and internal teams.

Project Management Support

• Support limited project coordination activities for Imperium-related work, including small-dollar quoted service, approved customer-requested changes, and correctional service efforts requiring coordination beyond standard dispatch.
• Work in concert with the Corrections Project Management team to assist with scheduling, communication, documentation, material coordination, customer follow-up, and internal handoffs as needed.
• Help facilitate project-related tasks assigned by Service Leadership, Corrections Leadership, or Project Management to ensure work progresses in alignment with customer expectations and internal timelines.
• Cookordinate with technicians, project managers, engineering, programming, warehouse, purchasing, and customers to support successful execution of small-scope Imperium work.
• Escalate scope, schedule, resource, or customer concerns to the appropriate Project Manager, Service Manager, or Corrections Leadership for review and direction.
• Ensure project-related notes, updates, documentation, and customer communication are accurately captured in ECC systems.

Warehouse, Inventory & Shipment Coordination

• Support warehouse-related coordination for Imperium service and corrections-related work, including inbound shipments, outbound shipments, receiving, staging, inventory tracking, and material organization.
• Receive and document incoming materials, parts, equipment, and customer/project-related shipments in accordance with ECC procedures.
• Cookordinate outbound shipments to customers, technicians, project sites, vendors, or authorized partners as needed.
• Aid in maintaining accurate inventory records for Imperium-related parts, service materials, replacement equipment, and project-support items.
• Cookordinate with Purchasing, Warehouse, Project Management, Service, and Corrections teams to ensure required materials are available, properly staged, and ready for scheduled work.
• Aid in quarterly inventory checks, cycle counts, yearly audits, and reconciliation of discrepancies as directed.
• Help identify missing, damaged, delayed, or misallocated materials and communicate concerns to the appropriate internal stakeholders.
• Maintain clean, organized, and accurate documentation for shipments, receiving activity, inventory movement, and material handoffs.

Qualifications

• 2+ years of experience in a service coordination, service administration, or customer service role or equivalent experience.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills with technicians, customers, vendors, and internal teams.
• High attention to detail and strong documentation discipline.
• Ability to work independently while collaborating effectively with a service team.
• Proficiency in Microsoft Word, Excel, and Outlook.
• High School Diploma or equivalent.
• Ability to pass a pre-employment background check.

PREFERRED QUALIFICATIONS

• Associate’s Degree or higher.
• Familiarity with correctional facilities, jail control systems, integrated security platforms, or touchscreen control interfaces.
• Experience supporting government, public safety, correctional, healthcare, or other mission-critical customers.
• Experience working with service ticketing systems, ERP platforms, or technical support workflows.
• Experience in low-voltage systems, fire alarm, security, AV, or related industries.
• Experience working with service ticketing systems.

Why ECC?

• Medical benefits, including, flexible spending account, dental and vision
• Paid vacation
• Paid Holiday (8 days)
• 401K/Profit Sharing
• Training and professional development opportunities
• Dynamic company culture