Job Description

In the role of a Service Coordinator at Convergint Federal | SigNet Technologies, you will play a crucial role in managing the service operations and coordinating resources to deliver exceptional customer service. This role requires exceptional organizational skills, effective communication, and a strong commitment to ensuring customer satisfaction.

Value and Beliefs of this Role:
The person in this role must provide world-class service to customers, colleagues, and
communities. It requires a person of integrity, self-accountability, commitment to communicate openly and consistently, delivering results and having fun with laughter daily. In this role we want you to grow with us and deliver results as an exceptional Service Coordinator. This job requires a person who remains professional, organized, detail and task oriented, as well as precise, thorough, and collaborative.

Key Responsibilities:
Service Request Management:

• Receive and log service requests from customers, ensuring accurate and detailed information is gathered to initiate service appointments.

Resource Coordination:

• Coordinate with service technicians, engineers, and other resources to schedule and dispatch them to customer sites.
• Ensure efficient allocation of resources and minimize downtime.

Customer Communication:

• Maintain clear and consistent communication with customers throughout the service process.
• Provide updates on service appointments, expected arrival times, and service completion.

Documentation:

• Maintain accurate and up-to-date service records, including service history, equipment details, and customer interactions.

Inventory Management:

• Monitor and manage service parts and inventory to ensure availability for service technicians when needed.

Billing and Invoicing:

• Assist in the preparation of service invoices, ensuring timely and accurate billing for services rendered.

Quality Assurance:

• Work closely with service teams to ensure high-quality service delivery and prompt issue resolution.

Customer Satisfaction:

• Proactively seek customer feedback and address any concerns or issues, aiming to achieve high levels of customer satisfaction.

Reporting:

• Generate and analyze service reports to identify trends, areas for improvement, and opportunities for cost savings.

Compliance:

• Ensure adherence to company policies, industry regulations, and safety standards in all service operations.

Other Duties: Other duties assigned within reason of current role previously specified.

Qualifications

• High school diploma or equivalent; some college or relevant certifications preferred.
• Previous experience in service coordination, scheduling, or customer service is a plus.
• Strong organizational skills with attention to detail.
• Excellent communication and interpersonal skills.
• Proficient in using Microsoft Office Suite and service management software.
• Ability to adapt to a fast-paced and dynamic work environment.
• Customer-focused with a commitment to ensuring the highest level of service.

Company Benefits and Perks:
Convergint Federal fosters a supportive, accessible, and inclusive environment in which
individuals of different backgrounds and identities can realize their maximum potential within
the company. This role offers a variety of programs and exceptional benefits to our colleagues:
- Company Holidays and Paid Time Off
- Fun & Laughter Day Off
- Medical, Dental & Vision Plan
- Life insurance & Disability Plan
- Wellness Program
- 401K Matching Plan
- Colleague Assistance Program
- Tuition reimbursement
- Competitive salary and compensation plan
- Corporate Social Responsibility Day
- And much more…

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Job Description

Responsibilities:

• Manages, oversees and coordinates all aspects for medium to large, typically more complex projects from award through completion of projects, including overall site management of project(s) for successful and timely completion within budget as required by the contract. May handle multiple projects simultaneously.
• Translates a wide variety of customer needs/requirements requiring originality and ingenuity into detailed proposals and project plans to meet Customer requirements; reviews and approves estimated costs prior to bid; provision of technical assistance to sales force as and when required; project design engineering; supervision of installation labor and subcontractors preparation of project schedules, subcontracts, change proposals, project invoices; manages collections on projects.
• Proactively communicates project requirements to project team and wider organization as and when required, and maintains accurate and up to date records of job status, job changes, material flow and other control records necessary for processing of internal and external reports.
• Acts as our customers best service provider at all times thereby ensuring CF is the customers first choice for service.
• Identifies potential project risks and develops/implements strategies to minimize impact and control deviations from estimated costs and project deadlines.
• Proactively communicates project schedules, project change proposals, and related project activities on a regular basis with customer and seek to continuously improve customer satisfaction.
• Coordinates the procurement of materials, supplies, services, and controls necessary for timely and cost-effective completion of projects within budget.
• Establish project milestones and analyze costs; utilizes financial systems to review actual vs. estimated job cost and to provide timely and accurate project cost reports; identify reasons for low job site productivity and determine the impact on the project; adjusts or corrects project plan and/or project cost estimates as necessary to meet financial goals.
• Manage the execution and review of all scope of work, terms, and conditions in customer contracts including cost control, delivery fulfillment, and quality of service and other customer requirements as they arise.
• Perform a limited range of managerial responsibilities including but not limited to: planning, assigning and directing work; performance management; project budget. Oversees subcontractor selection process and work.
• Be able to travel to both CONUS and OCONUS locations when required.
• Perform other duties and responsibilities as requested or required.

Skills:

• Strong project management experience in a technical environment.
• Strong coaching, mentoring, and staff development skills; solid leadership orientation Actively seeks ways in which to act as a role model, guide, develop and mentor others within the organization
• Shows initiative engages in proactive behavior and looks for opportunities
• Very adaptable respond effectively to changes in situation or information; ability to influence others and build consensus using good written and verbal communication skills
• Strong analytical skills necessary to resolve problems and look for solutions
• Strong financial analytical skills including cost control
• Good ability to facilitate a collaborative working environment for customers and team members
• Strong Microsoft Outlook, Project, Excel, Word and PowerPoint skills
• Basic knowledge and understanding of IT networking principles

Qualifications

Desired Education:

Bachelors

Desired Experience:

5 - 7 Years

Minimum of five to seven years of operations, field service, sales or project management experience required.
Experience in the following industries preferred: electronic security, life safety and building automation.
Previous project supervisory experience.

Desired Certification:

Certified Security Project Manager (CSPM)
Major ESS Systems, such as Lenel, Software House, etc.
Physical Security Professional (PSP)

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Job Description

The Physical/Technical Security Specialists (PTSS) candidate shall have the skill necessary to operate and maintain all security technologies at the Sponsor locations. 

Location:Will be in and around the DC/Northern VA area.

Qualifications

Minimum Experience

1. Bachelor’s degree (Four years) plus three (3) years of relevant technical expertise – Total of seven (7) years combined OR;
2. Associate’s degree (Two years) plus five (5) years of relevant technical expertise – Total of seven (7) years combined OR;
3. No college or technical degree. Must have seven (7) years relevant technical expertise – Total of seven (7) years.

Security Clearance

1. Must possess an ISSA/TS level clearance or higher upon employment.

Experience/Certifications

1. Five (5) years of recent network configuration and Management experience.
2. Five (5) years’ experience working with security systems and technologies.
3. Experience working with physical security systems to include gates, fences, bollards, barricades, and sensor systems.
4. Experience with video surveillance systems life-cycle maintenance.
5. Currently possess Lenel Enterprise certification.
6. Currently possess applicable local, county, and state licenses and ISC, ASIS or equivalent certifications/licenses.

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