Job Description

Responsable de la programmation efficace des ressources techniques et des affectations, le coordinateur ou la coordinatrice de service utilise la billetterie et d\'autres syst\xc3\xa8mes comme outils afin de coordonner, communiquer et ex\xc3\xa9cuter efficacement un plan quotidien qui r\xc3\xa9ponde au mieux aux exigences des clients. Le ou la titulaire de ce poste est en contact avec les clients et doit \xc3\xaatre en mesure de cr\xc3\xa9er \xc3\xa0 tout moment une exp\xc3\xa9rience centr\xc3\xa9e sur le client qui promeut notre marque de confiance sur le march\xc3\xa9.

RESPONSABILIT\xc3\x89S :

• Cr\xc3\xa9er des impressions positives et d\xc3\xa9velopper des relations professionnelles avec les clients en veillant \xc3\xa0 ce que l\'apparence, le comportement et l\'attitude repr\xc3\xa9sentent toujours l\'entreprise de mani\xc3\xa8re professionnelle.
• En correspondant avec le client, d\xc3\xa9finir les exigences du client, r\xc3\xa9soudre les probl\xc3\xa8mes si n\xc3\xa9cessaire et anticiper les besoins non exprim\xc3\xa9s du client.
• En exprimant sa compr\xc3\xa9hension des contrats et de la facturation des travaux, transmettre quotidiennement les tickets compl\xc3\xa9t\xc3\xa9s pour une facturation pr\xc3\xa9cise et opportune.
• Assurer la coordination des services, y compris la programmation quotidienne des appels de service, des PMA et des r\xc3\xa9parations/installations li\xc3\xa9es au service (programmation de la main-d\'\xc5\x93uvre, communication avec le client).
• Maintenir/planifier la main d\'\xc5\x93uvre pour les SLA et les inspections.
• Planifier et affecter les ressources en main-d\'\xc5\x93uvre sur le terrain afin de maximiser l\'efficacit\xc3\xa9 et la productivit\xc3\xa9.
• Fournir et maintenir un temps de r\xc3\xa9ponse aux clients dans les fen\xc3\xaatres de r\xc3\xa9ponse garanties.
• Obtenir les bons de commande des clients si n\xc3\xa9cessaire.
• Programmer et transmettre les d\xc3\xa9tails aux techniciens, en cl\xc3\xb4turant rapidement les bons de travail une fois le travail termin\xc3\xa9.
• Maintenir l\'application du calendrier des techniciens en veillant \xc3\xa0 ce que les ressources, y compris les sous-traitants et les locations d\'\xc3\xa9quipement, soient utilis\xc3\xa9es de mani\xc3\xa8re efficace.
• Assurer une communication permanente entre le client et l\'\xc3\xa9quipe de service.
• Comprendre nos capacit\xc3\xa9s de service et communiquer efficacement toutes les offres au client.
• Contr\xc3\xb4ler les devis pour s\'assurer de l\'exactitude des co\xc3\xbbts de main-d\'\xc5\x93uvre, de d\xc3\xa9placement, de location, d\'approvisionnement et de garantie \xc3\xa9ventuelle.
• R\xc3\xa9soudre les plaintes des clients, dans le respect des lignes directrices \xc3\xa9tablies, \xc3\xa0 la satisfaction du client et dans le meilleur int\xc3\xa9r\xc3\xaat de l\'entreprise.
• Effectuer des t\xc3\xa2ches suppl\xc3\xa9mentaires en fonction des besoins.

QUALIFICATIONS :

• Avoir une approche \xc3\xa9prouv\xc3\xa9e, ax\xc3\xa9e sur le client, qui s\'inscrit dans les valeurs fondamentales de Paladin Technologies : responsabilit\xc3\xa9, respect, cr\xc3\xa9ativit\xc3\xa9, int\xc3\xa9grit\xc3\xa9, passion et bien-\xc3\xaatre.
• \xc3\x8atre une personne organis\xc3\xa9e avec un engagement fort envers les clients, les coll\xc3\xa8gues et les processus de travail.
• Poss\xc3\xa9der des comp\xc3\xa9tences en informatique, en organisation et en relations avec les clients.
• D\xc3\xa9tenir un dipl\xc3\xb4me d\'\xc3\xa9tudes coll\xc3\xa9giales dans le domaine des affaires ou de l\'\xc3\xa9lectrom\xc3\xa9canique, ou des comp\xc3\xa9tences et une exp\xc3\xa9rience \xc3\xa9quivalentes seront prises en consid\xc3\xa9ration.
• Avoir de l\xe2\x80\x99exp\xc3\xa9rience avec : Windows 7, 8, 10, et Microsoft Office 2010/ 365.
• D\xc3\xa9tenir une capacit\xc3\xa9 \xc3\xa0 \xc3\xa9tablir des priorit\xc3\xa9s et \xc3\xa0 g\xc3\xa9rer efficacement son temps et celui des autres.
• Poss\xc3\xa9dez d\xe2\x80\x99excellentes comp\xc3\xa9tences en mati\xc3\xa8re de service \xc3\xa0 la client\xc3\xa8le et de relations interpersonnelles
• Poss\xc3\xa9dez de solides comp\xc3\xa9tences interpersonnelles et capacit\xc3\xa9 \xc3\xa0 travailler au sein d\'une structure d\'\xc3\xa9quipe.
• Avoir un capacit\xc3\xa9 \xc3\xa0 \xc3\xa9tablir des relations solides avec les clients internes et externes.
• \xc3\x8atre tr\xc3\xa8s attentif aux d\xc3\xa9tails et dot\xc3\xa9 d\'un grand sens de l\'organisation
• D\xc3\xa9tenir une excellente ma\xc3\xaetrise de la langue anglaise, tant \xc3\xa0 l\'oral qu\'\xc3\xa0 l\'\xc3\xa9crit et au t\xc3\xa9l\xc3\xa9phone.
• Poss\xc3\xa9dez de la d\xc3\xa9brouillardise, capacit\xc3\xa9 \xc3\xa0 rechercher des informations et \xc3\xa0 pr\xc3\xa9senter les r\xc3\xa9sultats aux clients internes.
• \xc3\x8atre responsable, coop\xc3\xa9ratif et attentif \xc3\xa0 la productivit\xc3\xa9 et \xc3\xa0 la rentabilit\xc3\xa9 de l\'entreprise.
• Avoir une connaissance du secteur de la s\xc3\xa9curit\xc3\xa9 est un atout ind\xc3\xa9niable.

Responsible for the efficient scheduling of technical resources and assignments, the Service Coordinator utilizes ticketing, and other systems as tools to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer facing and must be able to at all times create a customer-centric experience that promotes our trusted brand within the marketplace.

RESPONSIBILITIES:

• To create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
• By corresponding with the client, define customer requirements, problem solve as necessary, and anticipate the unstated needs of the customer.
• Expressing an understanding of contracts and job billing, daily forward completed tickets for accurate and timely invoicing.
• Perform service coordination, including daily scheduling for service call, PMA\xe2\x80\x99s and repairs/install related to service (scheduling labor, communication with client)
• Maintain/scheduling labour for SLA and inspections .
• Plan and assign field labor resources to maximize efficiencies and productivity,
• Deliver and maintain response time to customers within guaranteed response windows.
• Obtain purchase orders from customers as needed.
• Schedule and relay details to technicians, promptly closing work orders once work is completed.
• Maintain technician schedule application ensuring resources including subcontractors and equipment rentals are effectively utilized.
• Provide ongoing two-way communication between the customer and the Service team.
• Understand our service capabilities and effectively communicate all offerings to the customer.
• Monitor quotes for accurate labor, travel, rental, procurement costs and potential warranty.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company.
• Perform additional duties as required

QUALIFICATIONS:

• A proven client-focused approach that will embrace the Paladin Technologies core values of Accountability, Respect, Creativity, Integrity, Passion and Well Being.
• An organized individual with a strong commitment to customers, co-workers and work processes.
• Must have computer, organizational, customer relation skills.
• A College Diploma in business or electro/mechanical field or those with equivalent skills and experience will be considered.
• Experience with: Windows 7,8,10, and Microsoft Office 2010/ 365 product is required
• Ability to prioritize and manage time efficiently for self and others
• Excellent customer service and interpersonal skills
• Strong interpersonal skills and ability to work within a team structure.
• Ability to build strong relationships with both internal and external customers.
• Highly attentive to detail with strong organizational skills
• Excellent command of the English language verbal, written and telephone skills
• Resourceful, ability to research information and present results to internal clients.
• Accountable, co-operative and attentive to productivity and corporate profitability.
• Security industry knowledge is a definite asset

Company Info:

Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,500 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an to or call 858-668-1705 to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.

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Paladin Technologies