Service Coordinator

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 fire business unit.

Primary Responsibilities:

Schedule and maintain the technician/customer calendar for high-priority fire alarm service calls. Schedule, confirm, and dispatch service technicians. Coordinate with various departments for current/ongoing building work. Work with management to create daily metrics and reporting. Maintain customer database and spreadsheets with current information. Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised of company schedules and requested lead times. Prepare service billing and hours for invoice processing.

Daily Duties:

• Take incoming customer calls
• Dispatch high-priority fire alarm service calls
• Work with management to create metrics for multiple projects
• Respond to all messages left overnight
• Maintain the dispatch board and schedule
• Create proposals for needed materials to complete open service calls
• Maintain maintenance agreements, including billing, scheduling, staging of materials, database information, customer hard files, and renewals
• Order parts and update customer files as information is received
• Schedule work with contractors and vendors
• Maintain customer history files in the database
• Scan/file work tickets
• Electronically process service tickets and prepare all service call data for invoicing
• Oversee that all open service calls are completed
• Check service time cards for accuracy
• Assist payroll department with tracking weekly labor hours for field personnel
• Generate summons letters to submit to FDNY
• Maintain relationships with high-profile building management companies and tenants
• Perform other duties as assigned

Basic Qualifications:

• Advanced customer service skills
• Ability to multi-task
• Organized
• Knowledge of the industry (recommended but not required)
• Proficient in MS Word, MS Excel, and Outlook
• High school diploma or GED
• Two years of related experience and/or training in customer service, dispatching, or project management (or equivalent combination of education and experience)

Salary: $25.00/hr

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.