What are the responsibilities and job description for the Service Coordinator position at Northland Controls?
Job Details
Service Coordinator
Job Title: Service Coordinator
Location: Bangalore, India
Company: Northland
Northland Control Systems is looking for two Service Coordinators.
About Northland
At Northland, we manage break/fix service calls and preventative maintenance visits (PMTs) in over 70 countries globally. Our dedicated team of engineers in the UK, Singapore, and the US collaborate with Local Service Partners (LSPs) to ensure timely and efficient resolution of service requests. We believe in fostering a dynamic and inclusive workplace that emphasizes accountability, growth, and enjoyment in our work.
What We’re Looking For
We are seeking a motivated and energetic individual who embraces challenges, learns quickly, and takes responsibility for their work. At Northland, we value a positive attitude and a collaborative spirit. If you’re passionate about delivering excellent service and thrive in a fast-paced environment, you’ll fit right in with our team.
Why You’ll Love This Job
You’ll have the opportunity to work for a leading global company, surrounded by exceptional colleagues. Our culture is built on mutual respect, professional growth, and creating a fun, engaging work environment.
Key Responsibilities
- First Line of Support: Receive and respond to service calls from clients via email or our internal ES system. Assign either a Local Service Partner (LSP) or a Northland Engineer, or engage a Northland Application Engineer to provide remote resolution. Ensure all calls are handled promptly and professionally.
- Service Scheduling: Coordinate engineer site visits within strict service level agreements (SLAs).
- Data Management: Maintain accurate and detailed records of all client and LSP interactions for each service ticket, ensuring reports can be easily generated for management.
- Ownership of Service Tickets: Proactively manage service tickets from initiation to completion, ensuring customer satisfaction.
- Client Communication: Keep all relevant stakeholders informed of service ticket statuses.
- LSP Coordination: Ensure LSPs are fully briefed and equipped to resolve issues efficiently during their first visit.
- Cross-Regional Collaboration: Participate in daily handover calls across regions to ensure smooth transitions between teams.
- Client Meetings: Present open ticket reports during weekly client calls.
- Preventative Maintenance Management: Schedule and manage PMTs, ensuring they are completed on time and within scope.
- Management Reporting: Provide weekly status updates on ongoing service calls, proactively addressing issues before they escalate.
- Continuous Improvement: Regularly review processes to improve efficiency and enhance customer service.
- Health & Safety Compliance: Adhere to company health and safety standards at all times.
- Additional Responsibilities: Take part in initiatives to drive company performance and undertake other tasks as required.
Required Qualifications
- Strong written and verbal communication skills.
- Proficient in Microsoft Word and Excel.
- High attention to detail and strong organizational skills.
- Ability to work independently and manage time effectively.
- Excellent customer service skills with a problem-solving mindset.
- Diplomatic and proactive in handling client and partner interactions.
Desired Skills
- Team player with the ability to work independently when needed.
- Customer-focused with excellent interpersonal and communication skills.
- Open to taking on additional tasks with potential regional and global travel.
- Experience working in a multicultural and global environment.
Education and Experience
- Prior experience in physical security service coordination is preferred.
Work Environment
This position is based in the office, offering a full-time role of 40 hours per week.