Service Operations Coordinator

Structure Works International (SWI) specialises in integrated security solutions tailored for healthcare facilities, educational institutions, and corporate environments. Our offerings include electronic security, cyber security, IT managed services, and active monitoring aimed at protecting both personnel and property.

Now Pavion, formerly Structure Works Inc., our customers have more ways to Connect and Protect. We deliver fire, security, critical communications, and integration solutions and service across 70+ locations in the United States and 23 countries.

We are looking for a service Operations coordinator - the voice for the service department. This role develops and builds relationships with customers. The trust gained in this position is invaluable to the department’s progress and smooth running. The coordinator role requires effective communication skills not only with customers but with colleagues across multiple departments.

Role Responsibilities

• Responsible for all service requests from when requested through to billing phase.
• Creates and dispatches service calls to technicians.
• Administers check in/out policy with technicians, advise supervisors when technicians are late/missing.
• Assist in problem solving for accounting issues for payments into and out of the department.
• Procures parts/materials for service tickets.
• Arrange for suitable deliveries of materials to site / locations.
• Checks service email inbox regularly throughout the day and ensure response/acknowledgement of service calls.
• Service requests and communication needs to be handled in a timely manner.
• Review notifications throughout the day to ensure any tickets put in by customers are not missed, focusing on priority call requests.
• Maintain reports/spread sheets for customers that require them.
• Complete weekly/daily conference calls as needed for each customer.
• Visit customers when needed; focus on larger accounts and accounts that present opportunities for improvement.
• Review all completed calls to insure there either charged to warranty or are billed (Local and Out of Area).
• Review all calls in pending status –ensure correct parts are ordered and when parts arrive, they are on correct shelf.
• Handles follow ups on service tickets within 24 hours. Communicate progress to customer.
• Update all stages of service call within the service tracker
• Ensure all Job numbers and internal paperwork is created within correct region
• Log and update all billing details
• Arrange any required hire equipment if needed
• Updates and arrangements with incoming deliveries and shipments out to customers
• Provide customer quotes/proposals
• Ensure inventory in tech vans are stocked of common parts to avoid go-backs and proper equipment to do the job.
• Liaise with suppliers for warranty repairs of products – RMA process.
• Review calendar daily, especially at end of day to ensure all technicians have scheduled works in the calendar

Role Requirements

• Previous Industry Experience
• Strong ability to prioritise and manage competing tasks
• Customer facing experience / Confident liaising with customers
• Highly organised, with strong attention to detail
• Able to commute to the Hemel Hempstead office 3-4 days per week, until the office move to Winnersh has been completed (travel costs covered)