Service Coordinator II

Responsible for the efficient scheduling of technical resources and assignments, the Service Coordinator utilizes ticketing and other systems to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer‑facing and must consistently create a customer‑centric experience that promotes the trusted brand within the marketplace.

• Perform service coordination, including daily scheduling for service calls, PMA’s, inspections and repairs/installs (scheduling labor, communicating with clients)
• Maintain technician schedule, ensuring subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity
• Deliver and maintain response times to customers within guaranteed response windows and send post‑service reports
• Relay schedule & service details to technicians
• Review SLA technician reporting & documents, report deficiencies to clients for follow‑up, and compile results in client reports
• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty
• Ensure work orders are accurate and invoiced in a timely manner by thoroughly understanding contracts and job service billing
• Check billing inconsistencies and correct labour rates & contracts before invoicing
• Problem‑solve by corresponding with the client, defining customer requirements, and anticipating unstated needs
• Understand service capabilities and effectively communicate all offerings to the customer
• Balance priorities across competing client demands and business requirements
• Maintain ongoing two‑way communication between the client and the Service team
• Resolve customer complaints within established guidelines to the satisfaction of the customer and in the best interest of the company
• Obtain purchase orders from customers as needed
• Provide support to other Service Coordination team members as required
• Promote team safety by understanding safety procedures and regulations
• Maintain and foster a positive work & team environment within the Service Department
• Create positive impressions and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company positively
• Perform additional duties as required

• Organized individual with strong commitment to customers, co‑workers and work processes
• Experience with Windows and Microsoft Office products
• Excellent customer service orientation
• Strong interpersonal skills and ability to work within a team structure
• High attention to detail with strong organisational skills
• Ability to prioritise and manage time efficiently for self and others
• Excellent command of the English language (verbal, written, telephone)
• Resourceful, able to research information and present results to internal clients
• Accountable, cooperative and attentive to productivity and corporate profitability
• Ability to build strong relationships with both internal and external customers
• Client‑focused approach that embraces Paladin Technologies core values of accountability, respect, creativity, integrity, passion and wellbeing

• Security industry knowledge, along with regulations and standards
• Experience with Microsoft Dynamics
• Familiarity with ticketing, dispatch and scheduling software; experience with CRM & ERP systems

• Excellent customer relation skills
• Exceptional written and verbal skills in one‑on‑one and large group situations
• Excellent interpersonal skills including client and employee relations
• Ability to organise workload for effective implementation
• Ability to multi‑task while working under deadlines and time constraints
• Efficient in standard business software (Microsoft Office, Outlook, One Note, Visio)
• Ability to interact effectively at all levels and across diverse cultures
• Effective team member in a collaborative sales environment
• Ability to adapt to an evolving external environment and organization

• Must be able to effectively communicate (see, hear, speak and write clearly) with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects,…