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 oversees multi-region service delivery by scheduling technicians, managing requests, and coordinating clients, vendors, and teams to ensure quality, efficiency, customer satisfaction, and security services support.

The following include but may not be limited to the responsibilities of the Service Coordinator:

• Schedule and coordinate field technicians based on priority, location, and availability.

• Monitor service tickets and ensure timely completion of work orders.

• Coordinate with customers, vendors, subcontractors, and internal teams.

• Manage technician schedules, job updates, and service documentation.

• Track service performance and SLA compliance.

• Prepare reports, forecasts, and operational updates.

• Support invoicing and work order closure processes.

• Escalate service issues and help resolve scheduling conflicts.

• Maintain accurate records across service management platforms.

• Support continuous improvement initiatives within service operations.

Work Set-up / Work Schedule

• Remote

• Monday – Friday, 8AM – 5PM or 7AM – 4PM CST (US)

Who we are looking for

Successful candidate must possess

• 1-2 years of experience in service coordination, dispatch, project coordination, or a similar role.

• Scheduling and any telephony experience is a plus.

• Experience working with B2B customers.

• Basic understanding of IT infrastructure and networking concepts.

• Experience with ticketing systems and service management platforms.

• Strong organizational and multitasking skills.

• Excellent communication and customer service skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience coordinating and scheduling field technicians, vendors, or subcontractors.

• Proficiency in Microsoft Office applications.

• Exposure to telephony, access control, CCTV, or physical security environments is an advantage.

• ITIL or related service management certifications are a plus.

What we offer

• Day 1 HMO for you + 1 free dependent after probation period

• Health and Wellness Reimbursement Benefits

• Sunlife Group Insurance

• Company Salary Loans

• Government contributions

• Assistance with government loan payments

• 13th month pay

• Night differentials pay

• Holiday pay (for hours worked on holidays)

• Mandated Leaves

• Work equipment provided

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