The candidate should be able to commute to the client site for an initial 60-90 days of training and onboarding period before this becomes a fully remote role.

Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10+ years and are a one-stop shop for all connected building needs including low voltage cabling and infrastructure, network build-out, and all IP endpoints including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine acknowledging their service quality for its reliability and efficiency and have won the Thought Leadership Award in 2024.

Benefits:

• Dental, health, and vision insurance 
• PTO
• Retirement plan
• Quarterly performance-based bonus structure

The Service Coordinator is responsible for planning and coordinating the resolution of incoming client tickets and requests. 
They act as a point of contact for clients, service providers, and internal teams to ensure everyone is working towards a common goal.

Other Tasks include:

• Work with the field service manager to ensure that technicians close out all support tickets daily (or notify the client of the next steps).
• Coordinate preventive maintenance visits for maintenance plan clients.
• Subject matter expert on all systems that we install and support.
• Ensures that all tickets are billed daily.
• Ensures that service technicians are prepared for dispatch with appropriate client site information, passwords, and any hardware needed.
• Ensures that service technicians are trained on all systems.
• Escalation contact for service technicians.

• Candidates should have prior experience coordinating service dispatches, technology installations, and integrations in some, if not all, of the following categories: access control systems, IP video, IP intercom, network equipment (routers, switches, etc.), Wi-Fi, audio/visual, VoIP systems, or similar.
• Customer service: Respond to customer inquiries, resolve complaints, and develop strategies to improve customer relationships
• Service delivery: Coordinate and schedule services with clients and service providers, and track service delivery
• Service evaluation: Meet with clients to evaluate their needs and recommend services, and create reports on service levels and requirements
• Service improvement: Implement tactics to improve service levels
• Documentation: Maintain accurate records and document interactions with customers
• Strong Communication Skills: Ability to communicate effectively with clients and internal stakeholders.
• Sales: Ability to upsell clients when they see an issue, and to make educated recommendations based on the client’s needs.

About SaaS Talent

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Reach out to us at www.saas-talent.com to learn more about how we can help you.