Service Coordinator

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, were committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, youll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

What is the role

As the Service Coordinator for Physical Security, you will ensure seamless service delivery across multiple regions by scheduling and overseeing physical security tasks—including access control and video surveillance support. Youll collaborate with internal teams, technicians, vendors, and clients to ensure technical jobs are scheduled appropriately, communicated clearly, and executed efficiently. This role directly impacts customer satisfaction and operational success across global territories.

The duties and responsibilities include but may not be limited to the following:

Scheduling & Coordination

• Review incoming service tickets and work orders; assign field technicians based on location, skill set, and urgency.
• Monitor technician check-in/check-out and confirm successful work execution.
• Prepare and distribute scope of work instructions and site-specific requirements (e.g., credentials, access badges).
• Maintain field schedule calendars and proactively manage shifting priorities.
  
  

Communication & Reporting

• Serve as initial point of escalation for service delays or field issues.
• Respond to inbound communication from clients, vendors, and internal teams with professionalism and urgency.
• Track service metrics including SLA adherence, margin, start times, and forecast data.
• Compile and deliver KPI and operational reports for internal reviews and customer business reviews.
  
  

Systems & Documentation

• Manage ticket data using internal systems and customer portals.
• Generate and maintain records of installation progress, invoice statuses, and project documentation.
• Ensure technician notes are clear, detailed, and aligned with service expectations.
  
  

Operational Duties

• Collaborate with facilities teams, subcontractors, and vendors to ensure timely material procurement and delivery.
• Close out work orders and collect necessary deliverables for invoicing.
• Adhere to company procedures and customer requirements for system access and tool usage.
  
  
  
  

Work Schedule and Set-Up

• 6am-3pm CST or 5-2pm CST
• Work from Home
  
  
  
  

Who we are looking for

A successful candidate for the role must have:

• 1–2 years experience in service coordination or project delivery
• Business-to-business client interaction experience
• Foundational IT/network infrastructure knowledge
• Strong multitasking, communication, and problem-solving skills
• Detail-oriented with a sense of urgency
• Experience with access control or video surveillance systems is preferred
• Familiarity with facilities management and contractor coordination is preferred
  
  

What we offer

• Work flexibility (Permanent WFH/Hybrid Set Up)
• Non-taxable allowance
• Day 1 HMO + 1 free dependent
• Sunlife Group Insurance
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided
• Bonuses and incentives for upskilling
• Referral bonus
  
  

New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at privacy@neweratech.com .

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