Service Coordinator

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're 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, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — 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

The Service Coordinator will ensure seamless service delivery across multiple regions by scheduling and overseeing physical security tasks—including access control and video surveillance support. You’ll 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 following include but may not be limited to the responsibilities of the Service Coordinator:

Review service tickets and work orders; assign field technicians based on location, skill set, urgency, and availability

Monitor technician check‑in/check‑out and validate successful job execution

Prepare and distribute scopes of work and site‑specific requirements (credentials, access badges, etc.)

Maintain and adjust field schedules; proactively manage shifting priorities

Act as the first escalation point for service delays and field issues

Respond promptly and professionally to clients, vendors, and internal stakeholders

Track service metrics including SLA compliance, margins, start times, and forecast data

Compile and deliver KPI and operational reports for internal and customer business reviews

Manage ticket data across internal systems and customer portals

Maintain documentation for installation progress, invoice status, and project records

Ensure technician notes are accurate, detailed, and aligned with service standards

Coordinate with facilities teams, subcontractors, and vendors for timely material procurement and delivery

Close work orders and collect required deliverables to support invoicing

Ensure compliance with company procedures and customer requirements for system access and tool usage

Perform additional operational duties as required

Work Set-up / Work Schedule

Remote

8 AM-5PM CST or 9AM-6PM CST

Who we are looking for

Successful candidate must possess:

Tertiary qualification in a relevant field

1–2 years of experience in service coordination or project delivery

Experience supporting business‑to‑business (B2B) clients

Foundational knowledge of IT and network infrastructure

Experience with access control and/or video surveillance systems

Familiarity with facilities management and contractor coordination

Proven ability to manage service coordination or project delivery in fast‑paced environments

Strong multitasking, communication, and problem-solving skills

Detail-oriented with the ability to work with urgency and accuracy

Confident in coordinating vendors, subcontractors, and internal teams

Comfortable working with technical systems, portals, and operational tools

What we offer

Day 1 HMO + 1 free dependent

Health and Wellness Reimbursement Benefits

Sunlife Group Insurance

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

New Era Technology, LLC., 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”).

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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 [email protected] .