Service Coordinator I

Pavion Corp; Louisville (KY); Vor Ort; USD 28.000 - 34.000; Vollzeit

Benefits dieser Stelle

Benefits package

Zusammenfassung

Pavion is seeking a Service Coordinator I to join our security business unit in Louisville. The role covers intake, scheduling, quoting, parts, and field coordination to ensure timely service delivery.

Responsibilities include proactive customer communication, portal updates, and coordinating with field teams, vendors, and finance to keep orders on track and billed correctly. The position requires strong Microsoft Office skills and up to 20% travel.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Multitasking

Time management

Organizational skills

Communication

Customer service

Travel readiness

Ausbildung

High school diploma

Associate's degree in business management or related

Tools

Microsoft Office Suite

Excel

Access

Word

PowerPoint

Outlook

Jobbeschreibung

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

Global Reach. Local Service.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more atwww.pavion.com

Pavion and our family of companies are seeking a talented and motivated Service Coordinator I to join our security business unit.

Primary Responsibilities:

Service Coordination-

• 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)

Inspection/PMI-

• 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

Customer Service-

• 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

Service Revenue-

• 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

Basic 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

Preferred Qualifications:

• Associate's degree in business management, personnel management, project management or related
• Experience in relationship and client management
• Advances or Enterprise technical certifications on platforms and systems sold by Pavion
• Strategic thinker, experience problem solving and driving results

The hourly pay range for this position is $20.00-$25.00 per hour. The starting hourly pay will be determined based on qualifications, experience, education, skills, certifications, and internal equity. We also offer a comprehensive benefits package.

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.