Service Coordinator

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**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**:
**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.

Pinkerton is an equal opportunity employer and provides equal opportunity to all applicants for all positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status or any protected status by local, state, federal or country-specific law. Pinkerton also adheres to all local, state, federal, and country hiring requirements.