Service Coordinator

What is the role

The Service Coordinator will ensure seamless service delivery across multiple regions by scheduling and overseeing physical security tasks—including access control and video surveillance support. You’ll collaborate with internal teams, technicians, vendors, and clients to ensure technical jobs are scheduled appropriately, communicated clearly, and executed efficiently. This role directly impacts customer satisfaction and operational success across global territories.

Responsibilities

• Review service tickets and work orders; assign field technicians based on location, skill set, urgency, and availability
• Monitor technician check‑in/check‑out and validate successful job execution
• Prepare and distribute scopes of work and site‑specific requirements (credentials, access badges, etc.)
• Maintain and adjust field schedules; proactively manage shifting priorities
• Act as the first escalation point for service delays and field issues
• Respond promptly and professionally to clients, vendors, and internal stakeholders
• Track service metrics including SLA compliance, margins, start times, and forecast data
• Compile and deliver KPI and operational reports for internal and customer business reviews
• Manage ticket data across internal systems and customer portals
• Maintain documentation for installation progress, invoice status, and project records
• Ensure technician notes are accurate, detailed, and aligned with service standards
• Coordinate with facilities teams, subcontractors, and vendors for timely material procurement and delivery
• Close work orders and collect required deliverables to support invoicing
• Ensure compliance with company procedures and customer requirements for system access and tool usage
• Perform additional operational duties as required

Work Set-up / Work Schedule

• Remote
• 8 AM-5PM CST or 9AM-6PM CST

Who we are looking for

• Tertiary qualification in a relevant field
• 1–2 years of experience in service coordination or project delivery
• Experience supporting business‑to‑business (B2B) clients
• Foundational knowledge of IT and network infrastructure
• Experience with access control and/or video surveillance systems
• Familiarity with facilities management