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Installation and Service Coordinator

Radius Security: Installation and Service Coordinator

Job Description:

THE VALUE THIS ROLE BRINGS TO THE TEAM:

As an Installation & Service Coordinator (ISC), you play a pivotal role in ensuring the seamless installation and service delivery for our security customers. Your responsibilities include liaising with clients to schedule appointments and address service needs, coordinating schedules of our field technicians for efficient deployment, connection with other departments and external vendors, and maintaining clear communication channels throughout the process.

An ISC is like Grand Central Station in a bustling city, orchestrating the intricate movements of trains, schedules, and passengers. Much like Grand Central Station ensures the smooth and productive flow of transportation, an ISC in our organization is essential for managing the intricate details of installations and service requests. They serve as the central hub, aligning customer needs with technical resources. This role is pivotal in maintaining an organized and efficient flow, ensuring that all elements come together seamlessly for a successful outcome.

CORE TASKS:

This list provides an overview of the core tasks the ISC is responsible for. However, the list is not exhaustive and other duties and responsibilities may be required.
 
Customer Service & Collaboration

  • Provides as a point person for customers after the sales contract has been signed and takes pride in fostering a supportive and responsive relationship with the customers throughout their time with Radius.
  • Provides timely and friendly support to all customer requests, and delegates to the necessary team(s) when needed.
  • Effectively deescalates any customer frustrations, by identifying the needs, and following through with solutions.
  • Connects with external vendors and arranges their services so our technicians can complete an install/service request, or to order necessary equipment it be on site when needed.
  • Communicates and works in a positive productive nature with all internal stakeholders. Key interactions would be with: Sales, Finance, RG Product Manufacturing, Command Center and Shop/Parts.

Coordination & Workflow Management

  • Responsible for organizing the workflow for installations & service requests
  • Creates job work orders for new jobs and schedules work tasks such as; Design and Finalize scope of work, Product Manufacturing, Product Programming and Testing, System Deployment and System Burn In/Walk Test on a Job Planner application for the tasks associated with delivering the work.
  • Organizes and coordinate work in close collaboration with team members, customers, subcontractors, for the successful delivery of the work.
  • Meet delivery commitments set out after a design and finalize meeting has determined the final scope of work.
  • Requisitioning of the necessary product from the RG Manufacturing department.
  • Coordinates third party providers/subcontractors in preparation for the deployment of work.
  • Works with Team Lead to capture and compile all labour and material costs associated with the jobs prior to closing the job.
  • Sets up tickets and schedules for breakdown and preventative maintenance service and maintains a service scheduling application for Technicians doing this work.

Administrative & Documentation

  • Reviews the paperwork submitted from the Sales Department and assembles job files according to standards for the type of installation project.
  • Maintains accurate records in various software to ensure that all internal stakeholders can see the status of projects/service requests.
  • Organizes travel requirements for Team members traveling outside the lower mainland and oversees documentation from all travel expenses.
  • Creates and maintains associated databases and accounting records as required.
  • Creates and processes invoices as it pertains to the work.
  • Accurately captures, documents and processes timecards generating a report for approval.
  • Weekly and monthly report submission on RMR, completed tasks, service ticket resolutions, job cost synopsis, and on-time delivery.
  • Performs other duties related to the successful delivery of work.

OUR IDEAL CANDIDATE:

  • Brings at-least 2 years prior experience as an Installation and Service Coordinator (or similar type role).
  • Experience in the technical service-delivery industry is an asset (i.e. security, electrical, HVAC, property restoration, etc.).
  • Knows in their heart they are meant to be customer-facing. Can bring kindness, empathy, and a results-driven approach to our customers. Are eager to help us take our customer service to ‘legendary’ standards. 
  • Meticulous when it comes to details & organization, and got excited when they read the comparison above of this role to Grand Central Station.
  • Takes pride in being the “go-to” person. If you are someone who loves running to the problem to get answers out to teammates or the customer, this could be an ideal opportunity.
  • Loves open & direct communication and prefers phone over email. Demonstrates professionalism, maturity, and friendliness in all forms of communication.
  • Has a genuine passion to take care of the customer (whether it’s an internal or external customer). You strive to hear customers and teammates tell you “how awesome you are”!
  • Knows their way around a computer. Very competent in Microsoft Office and super comfortable learning new systems. Minimum 40 WPM.
  • Can easily share examples of how they can demonstrate their critical thinking.
  • Reviews the DNA on our company website and is inspired by what they see.

Why does our team LOVE working for us?

  • Job stability! Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future!
  • Extended health and dental benefits, including Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus
  • Charitable donation matching
  • Learning and development opportunities to grow within the business (including paid training both internal and external)
  • Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.)
  • Ability to make an impact – we welcome your ideas and love when our team members get to see their initiatives come to fruition
  • You have a voice. We empower our people to bring forward suggestions to improves processes.
  • We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities
Apply Now

All applications will be treated as confidential


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