Job Summary:
The Technical Customer Experience (TCX) Coordinator plays a critical coordination role within the Service Delivery team, acting as the operational bridge between customers, technicians, dispatch, and technical supervisors. This role ensures seamless end-to-end communication, efficient job tracking, accurate scheduling updates, and customer satisfaction throughout the lifecycle of service requests for systems such as Intrusion Alarms, Access Control, CCTV, Fire Detection, Gate Automation, Panic Systems, Vehicle Tracking, and Radio Communication.
This is a high-impact, detail-intensive role designed for a candidate with exceptional organizational skills, technical exposure, and a passion for delivering an outstanding customer experience.
Key Responsibilities:
1. Job Coordination & Dispatch Support
- Maintain accurate technician schedules, routing updates, and resource allocation aligned with supervisor directives.
- Monitor work order status across job stages (scheduled, in-progress, completed, delayed), and ensure updates are reflected in the system in real time.
- Proactively flag service conflicts, customer escalations, or risk of SLA breaches to the TCX Supervisor.
2. Customer Engagement & Communication
- Serve as the primary liaison between clients and technical teams for scheduling confirmations, follow-ups, and updates.
- Ensure pre-visit and post-visit client communications are executed consistently and professionally.
- Confirm customer availability, site access, and technical prerequisites ahead of scheduled jobs.
3. Documentation & System Accuracy
- Enter, update, and close work orders in the service management system with accurate job notes, timestamps, technician input, and customer feedback.
- Assist in the preparation of client-facing documentation, including service reports, quotes, and proposals as directed.
- Maintain organized digital logs and records for service history, technician activity, and client correspondence.
4. Quality Assurance & Escalation Readiness
- Support follow-up on incomplete or deferred work orders and ensure reassignments are tracked and communicated.
- Collaborate with supervisors to verify job quality, document non-compliance, and support remediation actions.
- Help compile customer feedback and escalate repeated service issues or dissatisfaction patterns.
5. Administrative and Cross-Functional Support
- Coordinate with other departments (Tech Admin, Inventory, CMS, Special Projects) to ensure smooth service delivery.
- Track technician field performance (arrival times, job duration, client satisfaction) to assist in productivity reporting.
- Assist in audits, technician documentation reviews, and compliance checks as needed.
6. Maintenance of Standards
- Ensure adherence to company policies, procedures, and industry standards.
- Uphold service level agreements (SLAs) and customer contact timelines.
- Maintain accurate records of all work performed, including technician logs and customer interactions.
7. Customer Service Excellence
- Ensure all actions contribute to a superior customer experience.
- Ensure that all emails and communication requests are handled in alignment with established benchmarks.
- Ensure work orders are closed out within stipulated timeframes.
- Ensure that the preparation and issuing of quotations or proposals aligns with the established SLA.
8. Quality Control & Auditing
- Conduct periodic audits of service delivery processes to ensure quality and accuracy.
- Manage the work order queue and ensure proper documentation of job completion.
- Monitor customer satisfaction and implement improvements where necessary.
- Ensure that maintenance contracts are fulfilled in accordance with established agreements.
9. Safety & Compliance:
- Ensure full compliance within the department with local regulations, industry standards, and company safety protocols.
- Ensure that the required processes are in place to guarantee that existing systems are secure and reliable, minimizing vulnerabilities.
10. Any other Task
- As the operations of the business evolves and new technologies are adopted, utmost flexibility will be required to complete new/ additional tasks which may be assigned.
Required Competencies:
- Integrity: The consistent demonstration of an unwavering commitment to ethical behaviour, honesty, and accountability while managing direct reports, collaborating with peers, and supporting superiors.
- Leadership: Ability to manage and motivate a team of technicians effectively.
- Communication Mastery: Clear, courteous, and prompt in written and spoken communication.
- Time Management: Ability to manage multiple tasks efficiently and prioritize effectively.
- Problem-Solving: Ability to identify issues and implement effective solutions.
- Customer Service: Commitment to delivering a superior customer experience.
- Service Coordination Excellence – Strong logistical awareness and customer sensitivity.
- Attention to Detail: Able to manage multiple schedules, track job dependencies, and maintain accurate logs.
- Proactivity & Accountability – Takes initiative in resolving coordination issues and upholding service standards.
- Reliability: Consistently meeting work schedule commitments and demonstrating dependability.
- Technical Knowledge: Understanding of electronic security systems, including security alarms, access control, CCTV, fire detection, gate systems, panic systems, vehicle tracking, and radio communication.
- Digital Literacy – Proficient with scheduling software, CRM systems, and Microsoft Office Suite.
Qualifications & Experience:
Education
- Associate Degree or higher in Business Administration, Technical Support, or related field.
Experience
- Minimum of 2-3 years of experience in a technical or customer service-related role.
- Experience in logistics, customer relationship management, or technical coordination preferred.
- Proven experience in team leadership and project management.
- Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
- Training or certification in Customer Relationship Management (CRM) is an asset.
- Strong understanding of scheduling and workforce management tools.
- Familiarity with security technology (CCTV, Access Control, etc.) preferred.
Work Environment and Conditions:
- Office-based with coordination across field teams and client sites.
- May require extended hours during peak service windows or emergency escalations.
- Reports to TCX Supervisor and collaborates with Technicians, Inventory, Admin, CMS, and Technical Managers.
We appreciate all applications of interest, however, only shortlisted candidates will be contacted.