Service Coordinator
Location: London
Hybrid
Who We Are
With 20-years of proven growth and exceptional performance as a security integrator, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.
Position Summary:
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Coordinator to join our amazing culture, in which you are part of a dynamic team that allows you to grow as Convergint grows.
What you’ll do with “Our Training and Your Experience”:
Core Responsibilities
- Receive and log all incoming service calls from customers.
- Allocate engineering resources to ensure timely and successful completion of service calls.
- Ensure all service calls are closed and related documentation is completed.
- Organise engineers’ schedules to maximise productivity.
- Maintain the out-of-hours call-out rota, ensuring continuous coverage.
- Keep service contract records accurate and up to date.
- Schedule routine maintenance visits for contract customers and ensure completion on time.
- Produce quotations for the supply and/or installation of standard parts.
- Order parts as required.
- Liaise with subcontractors to arrange installations and service calls when needed.
Secondary Tasks & Responsibilities
- Handle overflow of incoming telephone calls.
- Support additional administrative and office tasks, including flexibility or overtime when required.
- Participate in team-building activities.
- Undertake additional duties as assigned by the Company, provided they are reasonable and aligned with qualifications, experience, and potential.
On Demand
- Answer incoming calls and create service work orders
- Monitor emails and create service work orders
- Schedule Planned Preventative Maintenance (PPM) calls
Every 30–60 Minutes
- Monitor engineers’ activity and allocate tasks to meet response time targets
- Update end-user helpdesk systems
- Review incomplete calls and arrange follow-ups, order parts, or request quotations
Daily
- Enter new work orders from overnight activity
- Contact LSPs for updates
- Provide customer feedback on completed calls
- Produce invoices for daily service calls
- Prepare internal activity reports
- Generate check-in reports for the next day
- Ensure out-of-hours coverage is arranged for nights/weekends
What You’ll Need:
- Experience in a similar role
- Exceptional customer service skills and a commitment to excellence
- Ability to handle pressure
- Excellent communication & interpersonal skills
- Strong problem solving and decision making skills
- Assertive and Confident
- Computer literate with a good working knowledge of MS Office Products
- Excellent Telephone Manner
- Customer focused
- Ability to work on own initiative
- Team Player
- Attention to Detail
- Preferred: Demonstrated experience in the security industry
Additional Notes
The above responsibilities outline the primary duties of the role and are not exhaustive. Additional tasks may be required based on operational needs.