Security Service Coordinator

The Security Service Coordinator serves as the primary point of contact between CTCI Technology and its service customers, ensuring a high-quality client experience and seamless service delivery. This role is critical to the day-to-day operations of the Security service teams and focuses on service coordination, client communication, administrative support, and compliance with internal standards and applicable industry guidelines, including SIA requirements.

This position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities while supporting field teams and maintaining positive, professional client relationships.

• Schedule and coordinate service activities for CTCI Security service calls.
• Allocate and manage resources, including personnel and equipment, to support service requests and planned work.
• Track service activities to ensure timely completion, proper follow-up, and clear communication.
• Ensure service delivery aligns with internal procedures, SLAs, and applicable SIA standards.

• Serve as the first point of contact for service clients, responding to inquiries and coordinating next steps.
• Maintain professional, responsive relationships with clients to ensure satisfaction and loyalty.
• Communicate service status, scheduling updates, and resolutions clearly and consistently.

• Prepare, manage, and maintain service documentation, including work orders, contracts, service reports, and compliance records.
• Ensure client, service, and operational databases are accurate, current, and well organized.

• Facilitate effective communication between service teams, clients, and management.
• Provide administrative and coordination support to Security field teams to improve efficiency.
• Assist with onboarding and support of service tools, systems, and procedures.

• Support service quality control efforts and adherence to internal standards and procedures.
• Assist in implementing and maintaining quality assurance processes aligned with SIA and company guidelines.
• Identify and recommend improvements to service workflows, communication, and overall customer experience.