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Service Coordinator

3 months ago

Bengaluru, Karnataka, India Pinkerton Full time

Job Summary:

The Service Coordinator-North India assigned to one of Pinkerton's largest global clients will be the first point of contact for any technical faults/ issues/ requirements related to the installed security systems infrastructure at sites within his AOR.

Essential Functions:

Represent Pinkerton's core values of integrity, vigilance, and excellence. Manage service & maintenance activities of given sites under his AOR. Review the software and hardware issues reported via SIM-T and service requests from the site point of contact or Business Assurance Centre (BAC). Triage the reported service cases, escalate to security integrators or relevant stakeholders, and keep the site point of contact informed. Validate the work done by the service engineers of security integrators. Capture the security integrators' SLAs like response time, resolution time, no. of visits to resolve repeat issues etc. and if any spare parts were used. Update Clarizen and SIM-T promptly and on a regular basis. Support Tsec in executing periodic updates for the NVRs and Lenel Onguard as well as firmware updates in the region as and when necessary. Follow up requests from site point of contacts such as masking the alarms, validate requests whether it is appropriate. Capture these requests via SIM-T. Escalate unresolved issues to Head of APAC Security Tech that requires their attention. Maintain monthly/quarterly metrics of the service requests in the region. Support other regions on critical maintenance issues (sev.2) during Asia business hours. Oversee and support preventive maintenance and power shutdown support work in the region which may require working on weekends. Create trouble tickets for support from stakeholders from other teams like Security Operations/ Global IT/ FMS/ Engineering etc. Develop & maintain healthy working relationships with these stakeholders. Ensure accountability of spares stock at the sites under his AOR with the help of local POCs. Present a professional image of the organization when speaking to customers, subcontractors, and all levels of internal and external employees. All other duties, as assigned.

Education, Experience, and Certifications:

Diploma/ Degree in Electronics, Electrical, instrumentation Engg. with a minimum of 6-8 years of work experience. Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

Well organized with an ability to prioritize. Excellent English oral and written communication skills required for preparing clear, concise, grammatically correct materials and communicating information effectively to others. Ability to work in a multi-tasking and fast-paced work environment. Ability to prioritize workload is essential to ensure meeting client deadlines. Action-oriented with a passion for getting things done quickly, efficiently, and properly. Ability to maintain professional composure when dealing with unusual and stressful circumstances. Strong customer service and service delivery orientation. Excellent verbal, written and presentation skills. Experience with MS Office (Excel, Word, PowerPoint, Outlook, SharePoint).

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions.

Exposure to sensitive and confidential information. Regular computer usage. Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers. Occasional reaching and lifting of small objects and operating office equipment. Ability to adjust focus between close and distance vision. *Current employees include Pinkerton and all Securitas divisions.