Service Coordinator

Allied Universal; Wilmington (MA); On-site; USD 34,000 - 45,000; Full time

Job summary

Allied Universal Technology Services is seeking a Service Coordinator to be the primary contact for a single client, capturing service data, dispatching resources, and tracking progress. The role emphasizes timely resolution, clear communication, and escalation when required.

You will work to maintain SLA adherence, coordinate across departments, and generate routine reports for Service Management. This position includes on-call responsibilities and close collaboration with internal teams.

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of operations coordination or related experience.
• Valid state driver's license required.
• Proficient in MS Office and PDF handling.
• Strong verbal and written communication skills.
• Able to manage multiple priorities with attention to detail.

Responsibilities

• Route requests to appropriate parties via multiple channels.
• Coordinate with departments for service activities and escalation.
• Escalate issues to management as needed.
• Maintain SLA requirements for contracted issues and service requests.
• Ensure effective internal communication and fulfill contractual obligations.
• Track regional cases and report anomalies to management.
• Assist subcontractors and program manager with scheduling.

Skills

Communication skills

Multitasking

Analytical thinking

Leadership

On-call readiness

Education

High School Diploma or equivalent

Associate’s or Bachelor’s degree (nice to have)

Tools

SAP

ServiceNow

MS Office (Excel, Project, Teams)

Job description

Service Coordinator

Requisition ID: 2026-1694419

Category (Portal Searching): Administrative

Business Unit: AUTS

Job Locations

• US-TX-Carrollton
• US-MA-Wilmington
• US-IL-Lombard

Overview

Join Allied Universal Technology Services, a global leader in transforming the security industry. We integrate advanced technology - video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you're an installation technician, service technician, engineer, or project manager, you'll discover rewarding opportunities to grow your career as part of a valued team.

Job Description

Allied Universal Technology Services is seeking a Service Coordinator that serves as the primary point of contact for customers, handling inquiries, requests, and concerns with professionalism and efficiency. This role is dedicated to a single customer and is responsible for capturing service request data, dispatching partner resources, tracking status and delivery, and reporting results and statistics from completed service orders, ensuring timely resolution and clear communication throughout the process. The Coordinator also escalates critical issues to leadership as needed, in alignment with company protocols. All responsibilities are carried out in accordance with Allied Universal Technology Service's policies, procedures, and core values.

Pay: $ 25.00 - $33.00 an hour

RESPONSIBILITIES

• Routing of requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) either through an electronic service toolset, telephone, email, instant messaging, and other communications mediums
• Coordinate and liaise with all departments related to assigned service activities and necessary escalation
• Effectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested party
• Maintain SLA requirements for contracted customer issues & service requests by prompt notifications and documentation of reported issues and questions
• Responsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relations
• Track regionally logged cases and work-order task and report anomalies to appropriate management staff
• Assist subcontractor parterns and program manager in scheduling of technical staff
• Produce on-demand and recurring reports for Service Management staff
• Update Work Order Tasks as assigned
• Follow up and communicate with external customers as required

QUALIFICATIONS (MUST HAVES)

• High School Diploma or equivalent
• A minimum of two (2) years of experience in Operations Coordination, Central Station Operations or a related field
• Possession of valid state issued driver's license required
• Computer Proficiency: MS Office Suite (Excel, Project, and Teams), PDF documents
• Builds and maintains strong working relationships with internal and external clients
• Effectively manages multiple priorities while meeting tight deadlines with attention to detail and organization
• Demonstrates excellent verbal, written, and follow-up communication skills
• Proactive, self-motivated leader with strong analytical and decision-making capabilities
• Must be familiar with and able to analyze and manipulate electronic (software based) management tools including metrics, dashboards for measuring KPI's and or CPI's
• Must be able to participate in on-call activities based on assignment by the Service Desk Manager. This includes recurring scheduled on-call requirements

PREFERRED QUALIFICATIONS (NICE TO HAVE)

• Computer Proficiency: SAP, ServiceNow, MS Office Tools
• Associate's or bachelor's degree in a related field
• Dispatching and invoicing experience
• Basic understanding or background in low voltage electronics, CCTV, access control or alarm monitoring systems

BENEFITS

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's 401(k) or Supplemental Income Plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Closing

Allied Universal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com