Service Coordinator

With 20-years of proven growth and exceptional performance as a security integrator, our mission is to be our customer’s best service provider. We realise the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, service-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

Position Summary: Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Coordinator to join our amazing culture, in which you are part of a dynamic team that allows you to grow as Convergint grows.

Core Responsibilities:

• Receive and log all incoming service calls from customers.
• Allocate engineering resources to ensure timely and successful completion of service calls.
• Ensure all service calls are closed and related documentation is completed.
• Organise engineers’ schedules to maximise productivity.
• Maintain the out-of-hours call-out rota, ensuring continuous coverage.
• Keep service contract records accurate and up to date.
• Schedule routine maintenance visits for contract customers and ensure completion on time.
• Produce quotations for the supply and/or installation of standard parts.
• Order parts as required.
• Liaise with subcontractors to arrange installations and service calls when needed.

Secondary Tasks & Responsibilities:

• Handle overflow of incoming telephone calls.
• Support additional administrative and office tasks, including flexibility or overtime when required.
• Participate in team-building activities.
• Undertake additional duties as assigned by the Company, provided they are reasonable and aligned with qualifications, experience, and potential.

On Demand:

• Answer incoming calls and create service work orders.
• Monitor emails and create service work orders.
• Schedule Planned Preventative Maintenance (PPM) calls.

Every 30–60 Minutes:

• Monitor engineers’ activity and allocate tasks to meet response time targets.
• Review incomplete calls and arrange follow-ups, order parts, or request quotations.

Daily:

• Enter new work orders from overnight activity.
• Contact LSPs for updates.
• Provide customer feedback on completed calls.
• Produce invoices for daily service calls.
• Prepare internal activity reports.
• Generate check-in reports for the next day.
• Ensure out-of-hours coverage is arranged for nights/weekends.

What You’ll Need:

• Experience in a similar role.
• Exceptional customer service skills and a commitment to excellence.
• Ability to handle pressure.
• Excellent communication & interpersonal skills.
• Strong problem solving and decision making skills.
• Assertive and Confident.
• Computer literate with a good working knowledge of MS Office Products.
• Excellent Telephone Manner.
• Ability to work on own initiative.
• Team Player.
• Attention to Detail.

Preferred:

• Demonstrated experience in the security industry.

The above responsibilities outline the primary duties of the role and are not exhaustive. Additional tasks may be required based on operational needs.