Service Coordinator (Access Control / Gate Controls)

MAESTRO INTEGRATIONS LLCAustin, TX, US

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Job Description

Benefits :

Company parties
Dental insurance
Health insurance
Paid time off
Vision insurance

Job Title : Service Coordinator (Access Control / Security Systems / Gate Controls)

Job Summary :

The Service Coordinator is responsible for managing and coordinating field services for clients, ensuring their needs are met with superior customer service, efficiency, and professionalism. This position requires a strong background in taking incoming calls with extreme professionalism, quality customer service, excellent interpersonal skills, diligence, customer follow-up, field scheduling, proper documentation, invoicing, the ability to learn quickly and adapt to changing situations, and being a collaborative problem-solver, effective communicator, and team-oriented professional. Background in access control systems, security systems, gate controls is a huge plus!

Key Responsibilities :

Take Incoming Calls / Set Up Work Orders : Create and initiate work orders for service requests, ensuring all necessary details are documented accurately.

Monitor Work Orders : Track the status of work orders assigned to the service team, ensuring that all tasks are progressing on schedule and addressing any delays or bottlenecks promptly. Keep all requests on task.

Coordinate with Service Team : Communicate with technicians and service staff to provide updates on work orders, clarify service tasks, and ensure proper allocation of resources.

Customer Communication : Act as the primary point of contact for customers regarding service requests, providing updates on work order status and expected completion timelines.

Documentation Management : Maintain accurate records of all work orders, service requests, and completion reports, ensuring adherence to company policies and quality standards.

Problem Resolution : Identify and resolve any issues related to work orders or service delivery, escalating concerns to management if necessary. Work closely with service teams and field staff to ensure effective service delivery and problem resolution.

Performance Reporting : Generate regular reports on service team performance, work order completion rates, and customer satisfaction to inform management decisions.

Continuous Improvement : Provide feedback on service processes and work order management to enhance efficiency and effectiveness within the service team.

Training and Support : Provide training and support to clients on the use and functionality of access control systems, ensuring they are comfortable and informed.

Problem-Solving : Identify and troubleshoot access control issues promptly to minimize disruptions and maintain client satisfaction.

Continuous Learning : Stay updated on the latest access control technologies, trends, and regulatory requirements to ensure the highest standard of service.

Qualifications :

Prior experience in access control systems or security management type systems is not require, but preferred.

Strong customer service skills with a friendly and approachable demeanor.

Ability to learn quickly and adapt to new technologies and systems.

Excellent communication and interpersonal skills, capable of interacting competently with clients and team members.

Experience in conflict resolution and de-escalation techniques.

Prior experience using Intuit Field Service Management (IFSM) is preferred.

Skills :

Quick learner with the ability to grasp new concepts and technologies efficiently.

Strong problem-solving and critical-thinking abilities.

Compassionate and client-focused approach, with the ability to handle sensitive situations calmly.

Proficient in using computer systems for documentation and reporting.

The ability to generate reports and maintain clear documentation of service activities and performance metrics.

Basic knowledge of project management principles can help in organizing service operations and ensuring that tasks are completed efficiently.

Working Conditions :

May require working flexible hours based on client needs, including evenings or weekends.

Occasional travel may be necessary for client meetings or site assessments.

This position is an in-office role, requiring the Service Coordinator to work on-site at our facility during regular business hours.

The work environment is typically a professional office setting, with access to necessary technology and resources to perform job duties effectively.

Collaborative team interactions will occur regularly, requiring strong communication and interpersonal skills.

The role may involve occasional extended hours or flexibility in scheduling during peak service periods or project deadlines.

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