Service Coordinator I

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. 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.

Responsibilities

• Service Coordination
  • Perform intake, scheduling, service quoting, part ordering, and tech coordination efforts
  • Handle incoming service requests via phone, email, or customer portal, resulting in work orders to be scheduled and dispatched
  • Provide updates within the service portal
  • Deliver timely and accurate information to customers regarding order status and product knowledge requests
  • Track open service calls and provide after-service follow-up to maintain customer satisfaction
  • Access and update customer websites daily for service requests, site findings, quote approvals, and billing needs
  • Procure all materials needed to complete service requests
  • Replenish truck stock to encourage first-time fixes (MTTR)
• Inspection/PMI
  • Ensure on-time completion of preventative maintenance and inspection tickets
  • Work with field teams and third-party sub-contractors to meet staffing requirements
  • Drive on-time inspection KPI to ensure contractual obligations are met
  • Identify, track, and drive deficiency tickets
• Customer Service
  • Ensure high customer satisfaction through consistent and timely communication via work order documentation, email, verbal updates, and portal
  • Proactively follow up with customers after service completion to ensure satisfaction
  • Champion customer needs and collaborate across all functions and departments
  • Utilize various methodologies to research and resolve issues
  • Act as liaison between customer and vendor to achieve goals and complete work orders
  • Interact daily with internal/external contacts using multiple systems to ensure accurate information
  • Exhibit professional behavior in all interactions
  • Provide timely feedback regarding service failures or customer concerns
• Service Revenue
  • Ensure all work orders are completed and invoiced in a timely manner
  • Review and prepare work orders thoroughly to minimize billing challenges
  • Work closely with the Finance department to resolve billing/vendor issues
  • Effectively steward company resources

Requirements

• High school diploma
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Able to redirect and pivot based on changes in projects and tasks
• Able to multi-task and work under tight deadlines
• Able to work in high-pressure environments
• Excellent time management and organizational skills
• Able to coordinate multiple customer strategic needs and initiatives
• Able to travel as needed, up to 20% of the time

Qualifications

• Associate’s degree in business management, personnel management, project management, or related field (preferred)
• Experience in relationship and client management (preferred)
• Advanced or Enterprise technical certifications on platforms and systems sold by Pavion (preferred)
• Strategic thinker with experience in problem-solving and driving results (preferred)

Pay

The hourly pay range for this position is $20–$25 per hour. Starting pay will be determined based on qualifications, experience, education, skills, certifications, and internal equity.

Benefits

We offer a comprehensive benefits package.