Technical Service Coordinator

**This is not an IT support role, this is support of physical security systems**

Technical Service Coordinator

Location: Hybrid. Must live within commuting distance of Irvine, CA.

Why Barton

We're a tight-knit, Southern California based team that designs, installs, and supports security and life safety systems for commercial and industrial clients across the country. Our clients count on us to keep their people and property safe, and we take that seriously.

We're growing, and we're looking for people who want to grow with us. Here, your ideas get heard and your work makes a real difference. You'll be part of a team that has your back, shares what they know, and celebrates the wins together. We'll teach you the systems, invest in your training, and give you room to take ownership and move up.

If you're looking for more than just a job and want to be part of a team that's building something, we'd love to hear from you.

About the Role

You'll be the main point of contact for clients needing remote support, service coordination, and technical guidance on their security and fire alarm systems, including but not limited to Avigilon Alta and Brivo access control; Bosch and DMP burglar alarms; Digital Watchdog and Wisenet Wave camera systems; and Firelite and Potter fire alarm systems. This is a coordination and client-facing role run entirely through Salesforce, not a software/IT helpdesk position. No programming/coding skills are required, though industry experience is a plus.

What You'll Do

• Manage service Cases in Salesforce from intake to resolution

• Troubleshoot issues remotely first, since many problems don't require a service call. When one does, you will send a quote based on the client's service level agreement, get approval, create a purchase order, order and coordinate pickup of parts, and then schedule a technician for dispatch. Once the work is done, follow up with the client to make sure everything's running smoothly and they're satisfied. After that, coordinate with accounting to send the client an invoice.

• Train new clients on how to use their system once installation is complete

• Coordinate and schedule quarterly visual inspections and annual tests for fire alarm systems to keep clients compliant with NFPA 72 standards

• Maintain license renewals for all clients to keep their systems active and up to date

• Follow up with clients after police/fire dispatches to confirm the situation was resolved and address any next steps

What We're Looking For

• Strong administrative, technical, and interpersonal aptitude; comfortable learning access control, burg alarm, IP video surveillance, and fire alarm system configuration and troubleshooting

• Not a fit: general IT helpdesk, software development, or coding-focused backgrounds (C++/Python/CompTIA not relevant)

Required Skills

• Technical Knowledge: Understanding of, or strong aptitude for, low-voltage security systems, including alarm systems, CCTV, and access control systems.

• Problem Solver: Strong troubleshooting and diagnostic skills, with the ability to resolve issues remotely.

• Communication: Excellent verbal and written communication skills; ability to clearly explain technical concepts to non-technical stakeholders.

• Customer Service: Proven experience in customer support or service roles, with a focus on responsiveness and client satisfaction.

• Organizational Skills: Ability to manage multiple service requests simultaneously, prioritize effectively, and work well under pressure.

• Technology Savvy: Proficiency in using computers, service ticketing systems, and various communication platforms (email, phone, video conferencing).

• Team Player: Ability to work closely with field technicians and internal teams to ensure service excellence.

• Perpetual Learner: Someone innately curious who is eager to learn and looks for opportunities for self-improvement at all times.

• Initiative: Takes action independently to solve problems without needing to be told by a supervisor. Shows resourcefulness by coming up with innovative solutions and ideas.

Preferred Qualifications

• Prior experience coordinating field technicians or similar dispatch roles.

• Prior experience handling support cases.

• Technical experience or certifications from security system manufacturers and vendors (access control, intrusion detection, fire alarm, and video monitoring) is a plus.

• Salesforce & Slack experience is a plus

• Bachelor's Degree.

Benefits

• Competitive salary

• Hybrid work flexibility

• Health, dental, and vision insurance

• Paid time off and holidays

• Opportunities for professional development

• Great team atmosphere

Please visit our careers page to see more job opportunities.