Installation & Service Coordinator
The Installation & Service Coordinator ensures smooth system installations & creating life-long customer relationships.
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Position Details
The Installation & Service Coordinator will join our Radius Security Division, playing a crucial role in the seamless installation and maintenance of our systems. This position is essential in creating a WOW experience for both internal and external customers and is often referred to as our "Grand Central Station." The role ensures a smooth transition from sales to project installation, followed by ongoing maintenance.
We are looking for someone who is passionate about building lifelong customer relationships.
This role is busy, but versatile, you get to switch between a variety of tasks and will go home each weekend feeling you truly accomplished something. Without this role, our teams could not effectively carry out the installation of life-saving equipment or effectively take care of our valued customers.
This role will be operating out of our head office in Richmond, BC.
Incentives
- 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 RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus.
- Charitable donation matching.
- Bonus Stat Holiday – Boxing Day.
- 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 their suggestions.
- Central location located right next to the river, with a lovely walking path available on lunch breaks. Minutes-drive away from Queensborough shopping center.
- We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities.
Job Description
CORE AREAS OF RESPONSIBILITY
Customer Experience
- Keeping a pulse on the customer throughout the installation of the project to ensure everything is going smoothly, and quickly addressing any issues that arise, to mitigate any issues.
- Resolving any customer inquiries, performing basic troubleshooting if needed or escalating to the correct individuals to drive solutions.
- Conducts investigative work for incidents related to our monitoring services, ensuring our equipment functions effectively. Additional, educates customers on recommended actions for them to mitigate risks.
Installation & Service Coordination
- Once a job is awarded, the sales team hands over the project to the Installation & Service Coordinator. The Installation & Service Coordinator then collaborates closely with the Project Manager to facilitate the roll-out. This role is responsible for organizing and coordinating work, engaging with Project Managers, Field Technicians, Command Center, Supply Chain, customers, subcontractors, and external vendors.
- Reviews sales paperwork and assembles job files according to installation project standards.
- Consistently updates internal systems with updates on the progress of installation and system maintenance.
- Work closely with different team members to ensure we meet delivery commitments.
- Order inventory as needed.
- Coordinates with third-party vendors/subcontractors.
- After project completion, collaborates with the Project Manager and Technician Manager to review the project's success and identify key learnings to enhance the coordination of future projects.
Miscellaneous Responsibilities
- Builds strong relationships with all internal stakeholders.
- Oversee the accurate completion of timecards.
- Create and maintain SOP’s within the department.
- Invoicing and report creation.
*Please note: this is not an exhaustive list and other responsibilities may be required.
Requirements
OUR IDEAL CANDIDATE
- Non-negotiables: You must be a cultural driver with strong emotional intelligence and a passion for creating a memorable customer experience., We need someone who thrives on being around others and radiates positive energy. Your passion for building strong relationships and collaborating across all levels of the organization is essential. You are eager to make lasting positive impressions on customers and the internal team members you support. You are keen to ‘run to the problem’ and ‘be a fanatic about response time’. If you don’t have the answers – you take accountability to find them. You’re ready to roll up your sleeves, support the team where needed, and drive results within your scope. This role involves managing time-sensitive tasks, so we need a proactive individual who gets things done on time and right the first time.
- At least 1-year prior experience in Project/Service Coordination, Account Management or a related role.
- Proficiency using computers and Microsoft Office with an ability to quickly learn new systems. Bonus points if you’re an Excel Wizard (able to do: Pivot Tables, V-Lookups, Conditional Formatting) or have experience with an ERP, Project Management or Ticketing Software.
- Strong organizational skills to manage multiple tasks simultaneously with excellent follow-through.
- Effective written and verbal communication skills – you don’t rely solely on emails and are confident in making phone calls to get things done.
WE WANT TO HEAR FROM YOU
The Installation & Service Coordinator ensures smooth system installations & creating life-long customer relationships.
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Protecting people
is in our DNA.
Our shared values are the building blocks of our organization and our unique culture. They are deeply embedded in the management processes, behaviors, and beliefs that make us who we are.
