Service Coordinator

Service Coordinator

The Service Coordinator supports daily service operations by scheduling technicians, processing service work orders, and coordinating materials for service agreements, emergency calls, and time-and-material projects. This role ensures accurate documentation, timely invoicing, and clear communication with customers, technicians, and internal teams to support efficient service delivery and customer satisfaction.

• 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

• 3 - 5 years previous project coordination/management experience is 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.
• A proven client-focused approach that will embrace the Bosch Building 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.

• Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.

• Working Hours:
  
  This position generally works Monday
  - Friday, overtime and on call when necessary
• Travel Requirements:
  No travel required
• Benefits:
  • Medic…