Service Coordinator – Global Fire & Security Solutions

Pavion; Knightdale (NC); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Pavion is seeking a talented Service Coordinator to join our integration business unit in Knightdale, NC. The role involves coordinating logistics, communicating with customers, vendors, and technicians, and maintaining accurate service records to ensure high-quality support across our fire, security, and AV solutions.

You will interact with multiple stakeholders daily, handle tickets, track parts and RMAs, and contribute to process improvements while upholding our standards of safety and

Qualifications

• 2+ years progressively responsible, related administrative experience.
• Efficient and timely performance of administrative assignments.
• Ability to solve practical problems and carry out responsibilities under general supervision.
• Ability to interact effectively at all levels as work in high stress situations.
• Maintain a good working attitude.

Responsibilities

• Interact with customers, vendors, sales representatives, and technicians on a daily basis.
• Coordinate logistics and scheduling of technicians for service visits.
• Communicate cancellations or delays with customers.
• Provide outstanding customer service to each customer using phone or email communication.
• Strive to improve customer satisfaction by building relationships with customers and understanding customer needs.
• Handle customer inquiries and resolve complaints in a timely, professional, and accurate manner.
• Handle incoming phone calls, emails, and portal communications with customers and other departments.
• Manage work order queue to include opening, updating, and closing tickets in a timely manner within defined goals.
• Monitor parts orders or RMAs and coordinate follow up visits.
• Provide pricing for service requests, parts, or repairs.
• Maintain and update customer records within service management system.
• Update information in other administrative systems related to timecards, invoices, or parts.
• Work with management team to identify process improvement areas.
• Maintain competent understanding of CTSI services, products, and industry sectors.
• Meet or exceed individual goals.
• Adheres to team budgets and goals.
• Other duties as assigned.

Job description

Pavion is seeking a talented Service Coordinator to join our integration business unit in Knightdale, NC. The role involves coordinating logistics, communicating with customers, vendors, and technicians, and maintaining accurate service records to ensure high-quality support across our fire, security, and AV solutions.

You will interact with multiple stakeholders daily, handle tickets, track parts and RMAs, and contribute to process improvements while upholding our standards of safety and