Technical Service Coordinator & Dispatcher

Join the leader in providing smarter solutions for a safer world. Kastle is the premier provider of property technology (PropTech) solutions that protect commercial real estate, multi-family residential, global enterprises, educational institutions and critical government facilities. We are looking for a Technical Service Coordinator/Dispatcher that will join our Client Services (CS) team. This position is based at our Manhattan office (655 Third Ave. 10017). 

The Service Coordinator/Dispatcher role on the Client Services (CS) team serves as the primary liaison between the CS team, the field service technicians, and the customer in order to resolve on-site issues in a professional and efficient manner. The Service Coordinator/Dispatcher coordinates and prioritizes activities of Service Representatives and Service technicians to provide the most timely and efficient response to system malfunctions. Problems are often technical in nature; this position requires someone that can interpret the problem, navigate multiple systems and stakeholders to troubleshoot that problem, document the issue, and coordinate with the appropriate service delivery group, all while working under tight deadlines. The Service Dispatcher is client-facing resource: detail-oriented, accurate, courteous, organized, and focused on the customer. This person will build and maintain good relationships with internal and external stakeholders in order to earn trust and find efficiencies within the organization. This person in this role has a opportunity to make an impact by putting processes and procedures in place that will help us more effectively coordinate the activities of our Field Technicians, resulting in a better experience for our clients. 

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, Paid Time Off & Holidays, etc.) and we are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices! For more information, please visit Kastle Careers. 

• Processes service requests from clients in assigned regions by phone and through the CRM.
• Ensures that work order entries are accurate, current, and complete
• Communicates work requests to leads and technicians
• Coordinates meetings between Kastle technicians and other vendors, as needed.
• Works with telecom vendors to verify communication outages.
• Captures relevant information and clarifies client needs
• Prioritizes work orders based on severity, urgency, and proximity to a technician
• Logs work order information in the CRM and AX.
• Closes work orders in AX; logs technician hours and parts used on jobs, changes the billing status on jobs after consultation with CS and/or I&S Director.
• Ensures accountability, control, and security of all assigned property
• Establishes and maintains enduring and lasting relationships with key client representatives via daily contact and communication
• Adjust coordination and prioritization based on feedback loops that come from the field 
• Be the "eyes and ears" of the technician team and offer suggestions on how to do things better. This includes using tools more effectively, adjusting processes/procedures, etc. 

• 2-5 years of experience. Experience in technical IT or a background in low voltage is helpful.
  
• Coachable and highly adaptable. Must be accustomed to plans changing and be able to adjust. 
• Able to move people around as needed in a logical manner (air traffic control) and coordinate site visits.
• Able to (or able to learn to) take calls from service techs to problem solve and determine if a job should be closed out or needs a return visit.
• Strong background in troubleshooting and problem-solving 
• Able to think technically and logically while staying organized
• Able to work quickly with computers, CRM, and software tools
• 1-2 years of experience in entry level project/technical coordination or technical resource planning would be helpful. 

Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

At Kastle, we believe that diversity makes us stronger -  at work and in the world.  Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.

Exact compensation may vary based on skills, experience, and education. 

Base Range: $19/hr-$29/hr

Tags: Project Coordination | Project Coordinator | Service Coordinator | Technician Coordinator | Service Desk Coordinator | Help Desk Analyst | Help Desk Coordinator | Service Desk Coordinator