BACKGROUND: Eyewitness Surveillance is a rapidly growing video surveillance company headquartered in Hanover, MD. As part of Eyewitness's national expansion, Eyewitness is hiring a Service Coordinator in the greater Baltimore/Washington area. The Service Coordinator will report to the Field Service Manager and will assist the central support team in driving the success of the department and company by working cross-functionally with the customer care team, customer success managers, internal and external IT groups, customers, sales representatives, field operations personnel (Technicians and Project Managers), subcontractors and suppliers to ensure timely and efficient completion of service tickets and installation projects. BASIC FUNCTION: The core responsibilities of the Service Coordinator include: Assisting the Field Service Manager with the administration functions of the department Coordinating the activities of field service personnel including subcontractors as directed by the Service Manager Documenting case and work order progress in a centralized service management system Managing the life cycle of a service request through completion with a high level of customer satisfaction Managing a service backlog to established customer service metrics As necessary, coordinating the troubleshooting and technical support for the field service team Additional responsibilities may include: Assisting the other Central Support Managers (Remote Service, Installation and Quality Control) with tasks that will improve the stability and serviceability of sites to effectively reduce service efforts and expenditures post-project commissioning. Success for the Service Coordinator role is measured by: Meeting customer needs and addressing customer service issues promptly and to established metrics (duration and margin) Proactively communicating with customers and team members Prioritizing resources and meeting deadlines A positive and collaborative style SUPERVISORY RESPONSIBILITIES: There is no direct supervisory responsibility for this position; however, the Service Coordinator will be required to track and manage the activities and tasks of technicians and subcontractors and shall work with Eyewitness central support teammates to address service issues across the company. ESSENTIAL RESPONSIBILITIES: To work collaboratively with field service personnel that perform preventative maintenance, troubleshooting, and repair of electronic security equipment to effectively clear services requests in a timely manner. The Service Coordinator shall also assist the other Central Support Managers (Remote Service, Installation and Quality Control) with tasks that will improve the stability and serviceability of sites to effectively reduce service efforts and expenditures post-project commissioning. Ensure all service, program, and project documentation is completed accurately and on time Meet deadlines Establish near 100% up-time performance for hardware throughout the company Reduce time-to-resolution of service calls throughout the company Work to continuously improve service and installation processes, methods, templates, etc. Comply with and support all corporate and departmental policies and procedures Maintain accurate inventory and document field activities QUALIFICATIONS: High School or GED required. Additional formal training and certifications in related fields is a strong plus Two years of experience in coordinating field service or installation personnel in a fast-paced, high volume environment; Experience in electronic security systems (Video, Intrusion, Access Control, Fire) in a commercial or industrial setting a plus Working knowledge of Case / Service Ticket Management systems Ability to work overtime, alternate shifts, evenings, weekends, holidays on occasion, if required to meet customer commitments Must be able to obtain and maintain all licenses required by national, state, and local codes COMPUTER SKILLS: To perform this job successfully, an individual should have Intermediate to Advanced level proficiency for Microsoft Excel, Word, PowerPoint and email. Experience with Salesforce, Scheduling / Dispatch systems, and other ticket tracking systems a plus. WORK STYLE: Strong organizational skills, detail-oriented; ability to multi-task Ability to adapt to changes in the work environment, manage competing demands, and deal with change, delays, or unexpected events Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully Considers the ultimate impact of decisions and actions on internal and external customers Can effectively translate business needs to technology requirements