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Paladin Technologies · 3 weeks ago

Service Coordinator II

Portland, OR

Full-time

Onsite

Mid Level

$28/hr - $38/hr

Paladin Technologies is a premier North American complex systems integrator for building technology solutions. The Service Coordinator II is responsible for efficiently scheduling technical resources and ensuring a customer-centric experience while promoting the company's trusted brand.

Information ServicesInformation Technology

Responsibilities

Perform service coordination, including daily scheduling for service calls, PMA’s, inspections and repairs/installs related to service (scheduling labor, communication with client)

Maintain technician schedule, ensuring resources including 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 client reports

Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty

Express a thorough understanding of contracts and job service billing, to ensure work orders are accurate and invoiced in a timely manner

Review work orders with billing inconsistencies to check for correct labour rates & contracts before work orders are sent to be invoiced

Problem solve by corresponding with the client, defining customer requirements and anticipate the unstated needs of the customer

Understand service capabilities and effectively communicate all offerings to the customer

Demonstrate ability to balance priorities effectively across competing client demands and business requirements

Provide 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 needed

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 in a professional manner

Perform additional duties as required

Qualification

Customer serviceScheduling softwareMicrosoft OfficeInterpersonal skillsOrganizational skillsTime managementResourcefulnessClient-focused approachSafety procedures knowledgeCRM & ERP systemsTicketing systemsSecurity industry knowledgeEnglish language proficiencyTeam collaborationProblem solvingRelationship buildingAdaptabilityAttention to detail

Required

An organized individual with a strong commitment to customers, co-workers and work processes

Experience with Windows and Microsoft Office products

Excellent customer service

Strong interpersonal skills and ability to work within a team structure

High attention to detail with strong organizational skills

Ability to prioritize and manage time efficiently for self and others

Excellent command of the English language verbal, written and telephone skills

Resourceful, ability to research information and present results to internal clients

Accountable, co-operative and attentive to productivity and corporate profitability

Ability to build strong relationships with both internal and external customers

A proven client-focused approach that will embrace the Paladin Technologies core values of accountability, respect, creativity, integrity, passion and wellbeing