Service Coordinator - SLS

Job Summary: This role is responsible for coordinating and scheduling service technicians for service agreements, emergency calls, and time‑and‑materials projects while supporting day‑to‑day service operations. The position manages work orders, spare parts processing, invoicing, and service documentation, while ensuring accurate labor tracking and timely collections. Serving as a primary customer service contact, the role works closely with internal teams, clients, engineers, and contractors to maximize productivity, customer satisfaction, and cash flow efficiency.

Responsibilities:

• Manages the scheduling of specialists for all service agreements.

• Manages the day-to-day scheduling for emergency and T&M projects.

• Receives, verifies for accuracy, and execute orders received for spare parts.

• Is aware of customer satisfaction issues and coordinates with others as required to ensure this is maximized.

• Works closely with the Collections department and other employees as required insuring timely collections for T&M, service agreements, and service construction.

• Coordinates with the Material Coordinator to ensure employee truck stocks are kept accurate and material used from them and replaced to them is expedited in an accurate and timely fashion

• Communicate with external organizations as required such as consulting engineers, building owners, and other contractors to ensure accurate and timely response.

• Provide support to Bosch Building Technologies and other contractors to solve building operating issues that go beyond the controls or special systems operation.

• Communicate with internal employees as required to ensure that labor is accurate and timely and estimated productivity is achieved in all areas.

• Keep the service management system updated and employ it to achieve maximum productivity.

• Provide support for ongoing service collections, technician scheduling, setting up work orders, and being the front facing customer service representative for both internal and external clients.

• Invoices for spare parts daily and T&M work weekly.

• Other duties as assigned.

Required Qualifications:

• Minimum of a high school diploma.

• 2+ years of experience as a Service Coordinator or in a similar role, preferably in Security and Life Safety/ Fire or related field.

• 2+ years of proficiency in basic computer systems, including but not limited to MS Office Suite (Microsoft Word, PowerPoint, Excel, Teams, Outlook, Dynamics, and SharePoint).

• 2+ years of experience working with project management software.

• 2+ year of experience with external organization communications, high-level internal communications, and strong customer service skills

• Strong verbal and written communication skills, with the ability to convey information clearly and concisely.

• Demonstrated ability to empathize with others' perspectives and creatively resolve issues to achieve positive outcomes and satisfaction for customers and employees.

Preferred Qualifications:

• 3+ years of experience as a Service Coordinator or in a similar role, preferably in Security and Life Safety/ Fire or related field.

• Experience with service management systems.

• Coins, Service Trade software experience.

• Previous experience in coordinating material orders, scheduling, answering customer requests.

• Reviewing service work orders and submitting to customers for review.

• Familiarity with industry-specific software and tools.

• Experience in Security and Life Safety/ Fire industries.

Physical Demands:

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment

Working Conditions:

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate

Additional Information:

• Compensation: $24 - $34 per hour

• Working Hours: This position generally works Monday- Friday, overtime and on call when necessary

• Travel Requirements: Local if needed.

• Benefits:

• Medical

• Dental

• Vision

• Flexible Spending Accounts

• 401K w/ company match

• Life/AD&D/LTD

• Paid Vacation/Sick/Holidays

• Employee Assistance Program

• Pet Insurance

Pay Range

$24.00 - $34.00

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.

Equal Employment Opportunity Statement

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

Equal Opportunity Employer, including disability / veterans.

All your information will be kept confidential according to EEO guidelines.