Security Service Coordinator

Equiliem; Marlboro Township (NJ); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Job summary

Equiliem is seeking a Security Service Coordinator to manage customer service requests from intake through completion within a technical field service environment. The role coordinates customers, field technicians, service partners, engineering, sales, procurement, and management to ensure requests are prioritized, assigned, communicated, and resolved.

The ideal candidate will maintain ticket ownership, scheduling, and customer updates using ConnectWise and other service tools, with strong

Qualifications

• Experience coordinating service requests and dispatching.
• Experience with ticketing or service management systems; ConnectWise preferred.
• Ability to manage multiple requests and changing priorities with follow-through.
• Strong communication via phone and email.

Responsibilities

• Review incoming service requests and customer communications promptly.
• Verify customer, site, contact, issue, and supporting information for tickets.
• Assess requests based on urgency, impact, and service agreements.
• Identify emergencies requiring engineering or management involvement.
• Communicate response expectations and maintain commitments.
• Maintain ownership, next actions, and expected outcomes for tickets.
• Coordinate technicians and service partners based on skills and location.

Skills

Service coordination

Dispatching

Multi-site coordination

Communication skills

Organizational skills

ConnectWise experience

Ticketing systems

Prioritization

Tools

ConnectWise

Job description

Security Service Coordinator

Schedule/Shift: Monday-Friday, 8:00 AM-5:00 PM
Pay: $65,000-$85,000 per year
Position Type: Direct Hire
Travel: No travel required

Job Summary

The Service Coordinator is responsible for managing customer service requests from intake through completion within a technical field service environment supporting access control, CCTV/IP surveillance, low-voltage cabling, and related systems. This role coordinates customers, field technicians, service partners, engineering, sales, procurement, and management to ensure requests are properly prioritized, assigned, communicated, and resolved. The Service Coordinator maintains ownership of tickets, scheduling, documentation, customer updates, escalations, and cross-department handoffs while using ConnectWise and other service management tools. Success requires strong organization, sound judgment, professional communication, and consistent follow-through in a fast-paced service environment.

Job Responsibilities

• Review incoming service requests and customer communications promptly.
• Verify customer, site, contact, issue, and supporting information for service tickets.
• Assess service requests based on urgency, business impact, and applicable service agreement requirements.
• Identify emergencies and issues requiring engineering or management involvement.
• Communicate response expectations and maintain commitments within established service policies.
• Maintain clear ownership, next actions, and expected outcomes for assigned service tickets.
• Track work awaiting technicians, customers, engineering, quotes, materials, procurement, or management decisions.
• Resolve coordination issues within established authority and elevate obstacles when additional assistance is required.
• Verify that handoffs are accepted and service requests continue progressing towards completion.
• Maintain accurate ticket statuses, notes, assignments, and customer communications in ConnectWise and related service systems.
• Coordinate technicians and service partners based on skills, location, availability, and job requirements.
• Confirm site access, customer availability, scope, materials, and other prerequisites before scheduling service.
• Manage scheduling conflicts, cancellations, delays, and return visits.
• Ensure technicians receive the information necessary to arrive prepared for scheduled work.
• Review incomplete field updates and establish appropriate next steps when work cannot be completed.
• Provide customers with clear updates regarding scheduling, progress, outstanding requirements, and next steps.
• Respond professionally to customer concerns and changing priorities.
• Route technical issues, complaints, emergencies, expedited requests, and unresolved decisions to the appropriate internal resources.
• Document the specific assistance or decision required when escalating an issue.
• Track applicable approvals and ensure pricing or fee exceptions receive proper authorization.
• Identify service requests requiring additional scope or quotations and route them to the appropriate team.
• Coordinate site-survey findings and technical information required for quoting or additional work.
• Track approved work requiring procurement and coordinate scheduling based on confirmed material availability.
• Maintain visibility across departmental handoffs to prevent service requests from becoming stalled.
• Review completed work orders for service summaries, labor details, photographs, testing results, customer acknowledgment, and outstanding issues.
• Follow up on missing, incomplete, or unclear service documentation.
• Confirm whether service work is complete or requires additional action before closeout.
• Support accurate and timely billing handoffs.
• Identify recurring causes of service delays, repeat visits, incomplete documentation, and customer concerns.
• Use approved automated workflows and service management tools effectively.
• Resolve workflow exceptions requiring human judgment and verify outcomes before communications or tasks are duplicated.
• Report missing information, incorrect routing, or workflow failures and contribute to process improvements.

Job Requirements

• Demonstrated experience in service coordination, dispatching, service operations, or a similar field service support role.
• Experience supporting technical field teams and coordinating multiple active service requests.
• Experience with ticketing, scheduling, or service management systems; ConnectWise experience is preferred.
• Ability to manage multiple open requests and changing priorities while maintaining consistent follow-through.
• Strong professional communication skills by phone and email.
• Sound judgment regarding service urgency, escalation, scheduling, and customer commitments.
• Strong organizational skills and attention to detail with accurate recordkeeping.
• Ability to coordinate effectively across technical, administrative, sales, procurement, and management teams.
• Working knowledge of access control, CCTV/IP surveillance, low-voltage cabling, security integration, or similar technical field services is preferred.
• Experience coordinating internal technicians and external service partners is preferred.
• Experience supporting multi-site customers is preferred.
• Familiarity with service agreements, engineering escalations, quote and procurement handoffs, and work-order closeout is preferred.
• Ability to confidently pursue missing information and resolve stalled service requests.
• Ability to learn technical systems, service processes, and automated workflows.
• Ability to work Monday through Friday from 8:00 AM to 5:00 PM.
• No travel is required.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

EEO Employer

Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or [phone].