Security Service Coordinator

Job description

GC&E Systems Group is seeking a Security Service Coordinator, ideally with experience in electronic security systems, to coordinate and direct the daily service activities of service technicians so that customer support needs are fully and promptly addressed. This role owns the service response lifecycle from the initial customer call through ticket creation, dispatch, closeout, and invoicing. The Service Coordinator reports to the Program Manager, Service Department, and serves as the primary point of contact between customers and field technicians. This role is responsible for scheduling and dispatching technicians and subcontractors, maintaining accurate service records, and ensuring that every service ticket carries the detail required for accurate billing, payroll, and warranty tracking. The Service Coordinator works alongside sales, project management, and the Solutions Operations Center (SOC) to keep commitments, schedules, and documentation aligned with GC&E's engineered-delivery standards. This role provides daily exposure to commercial IP CCTV, access control, biometrics, and intrusion detection systems (IDS), as well as service agreement administration and service call tracking. Essential Position Functions • Serve as the primary point of contact for customers and the liaison to field technicians throughout the service response, including service calls, warranty work, and emergency response. • Coordinate, schedule, and dispatch service technicians and subcontractors based on skill set, location, priority, and contractual response times. • Generate service tickets for technicians, including all supporting documentation, site access details, and work instructions. • Provide ongoing support and status updates to customers regarding open service calls, parts availability, and expected completion. • Support the 24/7 on-call rotation by managing schedule and follow-up as assigned. • Track response times, open ticket aging, and service call status, and report exceptions to the Program Manager. • Work with the Program Manager, as required, to determine rates and travel costs for new service agreements or emergency service response. • Review completed service tickets in GC&E systems to confirm accurate job costing and sufficient detail regarding work performed, hours worked, rates charged, and other direct costs (materials, travel, etc.). • Reconcile and validate timesheet accuracy against service tickets for billing and payroll processing. • Prepare invoices for all service tickets as required by customers and within established timeframes (within two working days of service response closeout). • Monitor open service calls and technician availability and coordinate with the Project Assistant on weekly service status reporting. • Support service agreement, contract, and warranty administration, including PMI schedules and renewal tracking, and notify the Program Manager of upcoming expirations. • Coordinate parts ordering, RMA processing, and material staging in support of scheduled and emergency service calls. • Maintain customer records of issues, corrective actions, and work performed to serve as a troubleshooting and lessons-learned reference. • Escalate technical issues, schedule conflicts, and customer concerns to the Program Manager in a timely manner. • Support safety and compliance by confirming site access, badging, job-site conditions, and technician certification currency before dispatch, and assisting with inspection and incident documentation. • Coordinate with Sales, Operations, Project Managers, and our Solutions Operations Center on handoffs, proposal and estimate support, and service process improvements. • Represent GC&E professionally during customer, contractor, and subcontractor interactions. • Perform additional duties assigned by management to support service delivery and organizational objectives. Candidate Requirements • High school diploma or GED required; Associate degree in business or a technical discipline preferred. • Three or more years of experience in a service coordinator, dispatch, or service desk position; experience in the electronic security or low-voltage industry preferred. • Strong communication and coordination skills, with the ability to direct daily technician assignments and hold schedules. • Good computer skills in MS Office (Word, Excel, Outlook), service ticketing systems, and collaboration tools (Teams, SharePoint). • Strong organizational skills with the ability to manage multiple competing priorities in a fast-paced service environment. • Ability to work flexible hours, including evenings and weekends, to meet customer needs. • Must pass pre-employment background and drug screen. • Valid driver’s license and acceptable driving record. • Ability to obtain and maintain any customer-required badging or clearance. Preferred Experience & Certifications Experience or certifications with the following are a plus: • Field service management, dispatch, or ticketing platforms, and scheduling tools (MS Visio, MS Project, or similar). • Experience: 3+ years of service coordination, dispatch, or service desk experience; electronic security or low-voltage background preferred Education: High School Diploma or GED (Associate/Technical Degree preferred) • Service agreement administration, SLA management, and preventive maintenance program tracking. • Invoicing, billing reconciliation, or payroll support. • Working knowledge of commercial IP CCTV, access control, biometrics, and intrusion detection systems, and basic IP networking concepts (PoE, connectivity, addressing), sufficient to triage incoming service calls. • Experience coordinating service on major security platforms, on-premises or cloud-based (Axis, Bosch, Genetec, Hirsch, Open Options, LenelS2, Avigilon, Milestone, Software House, Hanwha Vision). • Prior experience as a field technician or technical lead in electronic security or low-voltage systems. • Experience coordinating subcontractor labor and purchase orders. • Experience in a structured service organization, PMO, or SOC-style environment. • Familiarity with regulated security environments (NFPA, UL 2050, DoD, SCIF/ICD-705, or similar compliance-driven settings). Ideal Candidate Profile • Organized and detail-driven, with a habit of closing loops before they become escalations. • Calm under pressure and comfortable making dispatch decisions with incomplete information. • Strong communicator who builds trust with customers, technicians, peers, and senior managers. • Service-minded, with a sense of urgency about customer commitments. • Values teamwork, accountability, and continuous improvement. Physical Requirements • Primarily office-based work with extended periods of sitting, computer use, and telephone use. • Occasional travel to customer sites, including work indoors and outdoors in varying environmental conditions (heat, cold, humidity, etc.). • Occasional standing, walking, bending, and lifting (up to 25 lbs). • Ability to use PPE and work safely around electrical and construction environments during site visits. • Ability to operate a motor vehicle and work during standard or assigned hours, including after-hours response as required. Location: Norcross/Peachtree Corners, GA Benefits GC&E Systems Group, Inc. offers a competitive benefits package to include: paid holidays, paid time off, medical, dental, vision, flexible spending account, LTD & STD, company paid life insurance, 401(k) and tuition reimbursement. Equal Employment Opportunity It is the policy of GC&E Systems Group, Inc. to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all position categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by the federal, state, or local laws or regulations. We affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. We are proud to be an EEO employer. We maintain a drug-free workplace and pre-employment drug testing and background checks are required. The information above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of duties, responsibilities, and qualifications required of employees assigned to this position. Duties, responsibilities and activities may change at any time with or without notice.