Service Coordinator

Pavion 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. 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.

About the role

Pavion and our family of companies are seeking a talented and motivated Service Coordinator to join our integration business unit.

Responsibilities

• Interact with customers, vendors, sales representatives, and technicians on a daily basis.
• Coordinate logistics and scheduling of technicians for service visits.
• Communicate cancellations or delays with customers.
• Provide outstanding customer service to each customer using phone or email communication.
• Strive to improve customer satisfaction by building relationships with customers and understanding customer needs.
• Handle customer inquiries and resolve complaints in a timely, professional, and accurate manner.
• Handle incoming phone calls, emails, and portal communications with customers and other departments.
• Manage work order queue to include opening, updating, and closing tickets in a timely manner within defined goals.
• Monitor parts orders or RMAs and coordinate follow-up visits.
• Provide pricing for service requests, parts, or repairs.
• Maintain and update customer records within service management system.
• Update information in other administrative systems related to timecards, invoices, or parts.
• Work with management team to identify process improvement areas.
• Maintain competent understanding of CTSI services, products, and industry sectors.
• Meet or exceed individual goals.
• Adhere to team budgets and goals.
• Other duties as assigned.

Requirements

• 2+ years progressively responsible, related administrative experience
• Excellent PC (word-processing, spreadsheet) skills
• Efficient and timely performance of administrative assignments
• Ability to solve practical problems and carry out responsibilities under general supervision
• Ability to interact effectively at all levels as work in high stress situations
• Strong customer relation skills
• Maintain a good working attitude

Preferred Qualifications

• Manufacturer certification or product knowledge with CCure, Amag, Genetec, S2, Alarm.com, EST, DMP and Connect One

Pay

The 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.

Benefits

We offer a comprehensive benefits package.