Global Service Coordinator I – Fire & Security

Firecom Inc; Missouri; On-site; USD 28,000 - 34,000; Full time

Job summary

Pavion in Missouri is seeking a Service Coordinator I to join our security business unit. This role focuses on intake, scheduling, quotes, parts, and coordination with field teams to ensure timely service delivery.

Responsibilities include handling requests via phone, email, or portal, maintaining accurate order status, and driving customer satisfaction through proactive communication and efficient processes.

Qualifications

• High school diploma.
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook).
• 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 coordinate multiple customer strategic needs and initiatives.
• Able to travel as needed, up to 20% of time.

Responsibilities

• 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).
• 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.
• 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.
• 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.

Skills

Time management

Multi-tasking

Customer service

Communication

Organizational skills

Travel up to 20%

Education

Associate’s degree in business management

Tools

Microsoft Office Suite

Job description

Pavion in Missouri is seeking a Service Coordinator I to join our security business unit. This role focuses on intake, scheduling, quotes, parts, and coordination with field teams to ensure timely service delivery.

Responsibilities include handling requests via phone, email, or portal, maintaining accurate order status, and driving customer satisfaction through proactive communication and efficient processes.