Service Coordinator III

Service Coordinator III

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.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs.

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

Primary Responsibilities:

• Manage service coordination for specific book of complex and/or key clients
• Perform intake, scheduling, service quoting, part ordering, tech coordination efforts
• Handle incoming service requests via phone or email or customer portal which result in a work order to be scheduled and dispatched to proper personnel
• Provide updates within service portal
• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Track open service calls and provides after service follow-up to maintain customer satisfaction
• Access and update on a daily basis customer website for service requests, site findings, quote approvals and billing needs
• Procures all materials needed to complete service requests
• Replenishes truck stock to encourage 1st 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 level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction
• Must be a champion for our customers and comfortable working across all functions and departments
• Utilize various methodologies to research and resolve issues
• Act as liaison between customer and vendor, seamlessly collaborating to achieve goals and bring work orders to completion
• Interact daily with internal/external contacts using multiple systems to ensure accurate information
• Exhibit professional behavior with all interactions - internal and external
• Provide timely feedback to the company regarding service failures or customer concerns

Service Revenue:

• Ensuring all work orders are completed and invoiced timely
• Review and prep all work orders thoroughly to minimize billing challenges
• Work closely with the Finance department to resolve billing/vendor issues
• Effectively steward company resources

Basic Qualifications:

• High school diploma
• 4+ years' experience in service coordination and scheduling for complex and or key clients
• 4+ years' experience in relationship and client management
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in projects and tasks assigned
• Able to multi-task and work under tight deadlines
• Able to work in high-pressure environments
• Excellent time management and organizational skills
• Able to travel as needed, up to 20% of time
• Able to coordinate multiple customer strategic needs and initiatives

Preferred Qualifications:

• Associate or bachelor's degree in business management, personnel management, project management or related
• Advances or Enterprise technical certifications on platforms and systems sold by Pavion

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

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.