Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.
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 at www.pavion.com
Pavion and our family of companies are seeking a talented and motivated Service Coordinator to join our security business unit.
Primary Responsibilities:
- 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 websites 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
Basic Qualifications:
- 2+ years of experience in customer service, helpdesk support, or technical support
- High school diploma
- Proficiency in Microsoft and Google platforms, including Excel and Docs
Preferred Qualifications:
- Experience with CRM systems
- Experience in managing multiple locations and timelines
- Familiarity with computer-based ticketing systems
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.
