Service Coordinator

Key Responsibilities:

• Service Coordination: Act as a liaison between customers and the technical team, ensuring timely and efficient execution of service requests.
• Remote Support: Provide first-line remote troubleshooting for CCTV, fire alarm, and telecom system issues, assisting clients in resolving common problems or escalating more complex issues to technicians.
• Scheduling & Dispatching: Coordinate and schedule on-site service visits, ensuring technicians are available and dispatched as needed.
• Documentation: Maintain accurate service records, logs, and reports in the company's database, ensuring all service actions are properly documented and tracked.
• Customer Communication: Handle incoming customer inquiries via phone, email, or chat, providing clear, concise, and helpful responses to service-related questions.
• Collaboration: Work closely with the technical support and field service teams to ensure smooth execution of service orders and follow-up on open service tickets.
• Inventory Management: Track and report on parts and equipment used during service visits, ensuring stock levels are maintained for timely repairs and installations.
• Quality Assurance: Ensure that all services meet company standards and customer satisfaction goals, following up on completed service orders to ensure customer satisfaction.

Requirements:

• Experience: Minimum 1 year of experience in a service coordinator or customer support role within the CCTV, Fire Alarm, or Telecom industry.
• Technical Skills: Basic understanding of CCTV systems, fire alarm systems, and telecom technologies. Ability to provide remote troubleshooting support.
• Windows & MS Office: Proficiency in Windows operating systems and MS Office Suite (Word, Excel, Outlook) to create and manage service schedules, reports, and communications.
• Communication Skills: Strong written and verbal communication skills to interact with customers, vendors, and internal teams.
• Problem Solving: Ability to diagnose and resolve basic technical issues remotely, and escalate more complex issues as needed.
• Organizational Skills: Ability to manage multiple tasks and prioritize work in a fast-paced environment.
• Customer Service: Strong customer service orientation with a focus on building positive customer relationships and ensuring customer satisfaction.

Preferred Skills:

• Knowledge of the latest CCTV, fire alarm, and telecom technologies.
• Experience using CRM or service management software (e.g. Support plus, Spine, etc.).
• Basic knowledge of networking and IP-based systems.