Service Coordinator

Summary

Join New Era Technology as a Service Coordinator for Physical Security, ensuring seamless service delivery across multiple regions. Schedule and oversee physical security tasks, including access control and video surveillance support. Collaborate with internal teams, technicians, vendors, and clients to ensure efficient job execution. This role directly impacts customer satisfaction and operational success globally. The position requires 1–2 years’ experience in service coordination or project delivery, business-to-business client interaction, and foundational IT/network infrastructure knowledge. Strong multitasking, communication, and problem-solving skills are essential. The work schedule is flexible, with options for work from home.

Requirements

• 1–2 years’ experience in service coordination or project delivery
• Business-to-business client interaction experience
• Foundational IT/network infrastructure knowledge
• Strong multitasking, communication, and problem-solving skills
• Detail-oriented with a sense of urgency

Responsibilities

• Scheduling & Coordination
• Review incoming service tickets and work orders; assign field technicians based on location, skill set, and urgency
• Monitor technician check-in/check-out and confirm successful work execution
• Prepare and distribute scope of work instructions and site-specific requirements (e.g., credentials, access badges)
• Maintain field schedule calendars and proactively manage shifting priorities
• Communication & Reporting
• Serve as initial point of escalation for service delays or field issues
• Respond to inbound communication from clients, vendors, and internal teams with professionalism and urgency
• Track service metrics including SLA adherence, margin, start times, and forecast data
• Compile and deliver KPI and operational reports for internal reviews and customer business reviews
• Systems & Documentation
• Manage ticket data using internal systems and customer portals
• Generate and maintain records of installation progress, invoice statuses, and project documentation
• Ensure technician notes are clear, detailed, and aligned with service expectations
• Operational Duties
• Collaborate with facilities teams, subcontractors, and vendors to ensure timely material procurement and delivery
• Close out work orders and collect necessary deliverables for invoicing
• Adhere to company procedures and customer requirements for system access and tool usage

Preferred Qualifications

• Experience with access control or video surveillance systems is preferred
• Familiarity with facilities management and contractor coordination is preferred

Benefits

• Work flexibility (Permanent WFH/Hybrid Set Up)
• Non-taxable allowance
• Day 1 HMO + 1 free dependent
• Sunlife Group Insurance
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided
• Bonuses and incentives for upskilling
• Referral bonus