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    Service Coordinator - Bengaluru, India - Pinkerton

    Pinkerton
    Pinkerton Bengaluru, India

    7 hours ago

    Default job background
    Full time
    Description

    Job Summary:

    The Service Coordinator-North India assigned to one of Pinkerton's largest global clients will be the first point of contact for any technical faults/ issues/ requirements related to the installed security systems infrastructure at sites within his AOR.

    Essential Functions:

  • Represent Pinkerton's core values of integrity, vigilance, and excellence.
  • Manage service & maintenance activities of given sites under his AOR.
  • Review the software and hardware issues reported via SIM-T and service requests from the site point of contact or Business Assurance Centre (BAC).
  • Triage the reported service cases, escalate to security integrators or relevant stakeholders, and keep the site point of contact informed.
  • Validate the work done by the service engineers of security integrators.
  • Capture the security integrators' SLAs like response time, resolution time, no. of visits to resolve repeat issues etc. and if any spare parts were used.
  • Update Clarizen and SIM-T promptly and on a regular basis.
  • Support Tsec in executing periodic updates for the NVRs and Lenel Onguard as well as firmware updates in the region as and when necessary.
  • Follow up requests from site point of contacts such as masking the alarms, validate requests whether it is appropriate. Capture these requests via SIM-T.
  • Escalate unresolved issues to Head of APAC Security Tech that requires their attention.
  • Maintain monthly/quarterly metrics of the service requests in the region.
  • Support other regions on critical maintenance issues (sev.2) during Asia business hours.
  • Oversee and support preventive maintenance and power shutdown support work in the region which may require working on weekends.
  • Create trouble tickets for support from stakeholders from other teams like Security Operations/ Global IT/ FMS/ Engineering etc. Develop & maintain healthy working relationships with these stakeholders.
  • Ensure accountability of spares stock at the sites under his AOR with the help of local POCs.
  • Present a professional image of the organization when speaking to customers, subcontractors, and all levels of internal and external employees.
  • All other duties, as assigned.

    • Education, Experience, and Certifications:

    Diploma/ Degree in Electronics, Electrical, instrumentation Engg. with a minimum of 6-8 years of work experience. Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

    Competencies:

  • Well organized with an ability to prioritize.
  • Excellent English oral and written communication skills required for preparing clear, concise, grammatically correct materials and communicating information effectively to others.
  • Ability to work in a multi-tasking and fast-paced work environment.
  • Ability to prioritize workload is essential to ensure meeting client deadlines.
  • Action-oriented with a passion for getting things done quickly, efficiently, and properly.
  • Ability to maintain professional composure when dealing with unusual and stressful circumstances.
  • Strong customer service and service delivery orientation.
  • Excellent verbal, written and presentation skills.
  • Experience with MS Office (Excel, Word, PowerPoint, Outlook, SharePoint).

    • Working Conditions:

    With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions.

  • Exposure to sensitive and confidential information.
  • Regular computer usage.
  • Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers.
  • Occasional reaching and lifting of small objects and operating office equipment.
  • Ability to adjust focus between close and distance vision.
    • *Current employees include Pinkerton and all Securitas divisions.
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