Service Coordinator II

Responsible for the efficient scheduling of technical resources and assignments, the Service Coordinator utilizes ticketing and other systems as tools to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer facing and must be able to at all times create a customer‑centric experience that promotes our trusted brand within the marketplace.

• Perform service coordination, including daily scheduling for service calls, PMA’s, inspections and repairs/installs related to service (scheduling labor, communication with client).
• Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity.
• Deliver and maintain response times to customers within guaranteed response windows and send post‑service reports.
• Relay schedule & service details to technicians.
• Review SLA technician reporting & documents, report deficiencies to clients for follow‑up, and compile results client reports.
• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.
• Express a thorough understanding of contracts and job service billing, to ensure work orders are accurate and invoiced in a timely manner.
• Review work orders with billing inconsistencies to check for correct labour rates & contracts before work orders are sent to be invoiced.
• Problem solve by corresponding with the client, defining customer requirements and anticipate the unstated needs of the customer.
• Understand service capabilities and effectively communicate all offerings to the customer.
• Demonstrate ability to balance priorities effectively across competing client demands and business requirements.
• Provide ongoing two‑way communication between the client and the Service team.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
• Obtain purchase orders from customers as needed.
• Provide support to other Service Coordination team members as needed.
• Promote team safety by understanding safety procedures and regulations.
• Maintain and foster a positive work & team environment within the Service Department.
• Create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
• Perform additional duties as required.

• An organized individual with a strong commitment to customers, co‑workers and work processes.
• Experience with Windows and Microsoft Office products.
• Excellent customer service.
• Strong interpersonal skills and ability to work within a team structure.
• High attention to detail with strong organizational skills.
• Ability to prioritize and manage time efficiently for self and others.
• Excellent command of the English language verbal, written and telephone skills.
• Resourceful, ability to research information and present results to internal clients.
• Accountable, co‑operative and attentive to productivity and corporate profitability.
• Ability to build strong relationships with both internal and external customers.
• A proven client‑focused approach that will embrace the Paladin Technologies core values of accountability, respect, creativity, integrity, passion and wellbeing.

• Security industry knowledge, along with regulations and standards.
• Experience with Microsoft Dynamics.
• Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems.

• Excellent customer relation skills.
• Excellent written and verbal skills in one on one and large group situations.
• Excellent inter‑personal skills including client and employee relations.
• Ability to organize workload for effective implementation.
• Ability to multi‑task while working under deadlines and time constraints.
• Efficient in standard business software (Microsoft Office, Outlook, One Note, Visio).
• Ability to interact effectively at all levels and across diverse cultures.
• Ability to function as an effective team member in a collaborative sales environment.
• Ability…