Our client is a well-established and rapidly growing provider of technology infrastructure and life-safety solutions serving healthcare, senior living, commercial, and institutional organizations throughout North America. For decades, they have built a reputation for delivering exceptional customer service, technical expertise, and reliable support for mission-critical systems that clients depend on every day.

Working alongside leading low-voltage manufacturers and technology partners, the organization designs, installs, supports, and maintains complex systems—including nurse call, access control, IP video surveillance, fire alarm, structured cabling, public address, and mass notification platforms—that help facilities operate securely and efficiently.

The company has built its success on long-term client relationships, a highly responsive service model, and a commitment to doing things the right way. Their reputation has been earned through professionalism, accountability, and an unwavering focus on customer satisfaction. As they continue to grow, they are seeking individuals who take pride in delivering exceptional service, enjoy working as part of a close-knit team, and want to contribute to an organization where integrity, reliability, and strong character are valued just as highly as technical experience.

We are seeking a Low-Voltage Service Coordinator & Dispatcher who will serve as the central communication hub between customers, field service technicians, project managers, and the internal administrative team. This is a highly collaborative position that combines customer service, low-voltage dispatch coordination, administrative support, and light technical troubleshooting.

This role plays a critical part in ensuring low-voltage service operations run smoothly—from the moment a facility reaches out with a system issue until the service call is completed and invoiced. You'll be responsible for gathering detailed technical details from clients, determining the urgency and SLA requirements of each request, matching field technicians based on system certifications, coordinating schedules, and ensuring all documentation is completed for billing and internal records.

Success in this role requires someone who enjoys solving problems, thinking several steps ahead, and keeping multiple moving pieces organized at once. Every day brings a dynamic mix of service calls, scheduled maintenance, and emergency service requests, making this an excellent opportunity for someone who thrives in a fast-paced technology environment and enjoys keeping service operations running at peak efficiency.

While you won't be pulling cable or mounting hardware in the field yourself, you'll develop a strong working knowledge of the company's low-voltage and life-safety product lines. This will allow you to ask the right technical questions, perform initial remote triage, and ensure technicians arrive on-site with the correct parts, scope, and background to resolve issues on the first visit.

Key Responsibilities

• Service Request Triage: Serve as the primary point of contact for incoming customer service requests via phone, portal, and email, gathering accurate details regarding system faults, error codes, or physical damage.
• Technical Dispatch & Scheduling: Coordinate and dispatch field technicians based on priority level, geography, current availability, and technical skill set/certifications (e.g., Fire, Security, Healthcare/Nurse Call).
• Cross-Department Liaison: Act as the vital communication link between end-user facility managers, field technicians, project managers, and internal administration throughout the service lifecycle.
• Proactive Customer Communication: Provide regular status updates to clients regarding technician ETA, service progress, required replacement parts, and follow-up site visits.
• Documentation & Invoicing Prep: Collect technician field notes, work orders, parts usage, and sign-offs to pass along to the accounting team for prompt and accurate billing.
• Ticket Lifecycle Management: Maintain organized service records within the ticketing system, proactively following up on open work orders to drive timely resolution and meet service level agreements (SLAs).
• Basic Technical Triage: Assist with basic remote troubleshooting (e.g., verifying network connectivity, power cycles, basic portal checks) to resolve simple issues or better prepare technicians prior to dispatch.
• Urgent Request Escalation: Identify and appropriately escalate mission-critical or life-safety outages (e.g., full nurse call dropouts, main fire panel troubles, door lock failures) to senior technical leadership.
• Workflow Optimization: Support continuous improvement of dispatch workflows, scheduling efficiency, and customer communication channels.

Qualifications

• 2+ years of experience in customer service, service coordination, dispatching, or administrative support within a low-voltage, physical security, systems integration, telecommunications, IT, or electrical field.
• Familiarity with low-voltage systems and terminology (e.g., Access Control, CCTV/IP Video, Nurse Call, Fire Alarm, Intrusion, Structured Cabling, AV, or RTLS) is strongly preferred.
• Proven ability to manage multiple high-priority service requests simultaneously in a fast-paced, multi-tasking environment.
• Strong verbal and written communication skills with the ability to bridge communication between non-technical clients and experienced field technicians.
• Proficient with computers, including Microsoft Office (Excel, Outlook, Teams).
• Experience using PSA, CRM, or Field Service Management/Ticketing software (e.g., ConnectWise, Autotask, ServiceTitan, Salesforce, or similar tools) is a strong asset.
• Basic QuickBooks or service billing experience is considered an asset.
• A calm, methodical, and customer-focused approach to problem-solving.
• Self-motivated with high integrity, accountability, and a team-first attitude.

Compensation & Benefits

• Base Salary: Starting at $80,000 annually (higher compensation may be considered for candidates with exceptional low-voltage industry experience and technical capabilities).
• Stable, full-time, permanent position with a premier technology infrastructure provider.
• Collaborative, supportive, and career-oriented team culture.
• Ongoing opportunities to expand your technical knowledge and advance within the organization.