Imperium Platform Service Coordinator

Reports to: Corrections Operations Manager

COMPENSATION:

Hourly Pay Range: $21.63 - $28.85

JOB SUMMARY:

The Imperium Platform Service Coordinator plays a specialized role in supporting ECC’s Imperium correctional control platform customers by coordinating service requests, triaging support needs, scheduling resources, communicating with customers, maintaining accurate service documentation, and escalating issues to the appropriate internal technical teams.

This role serves as the central coordination point for Imperium-related service activity, including customer intake, technician dispatch, remote support coordination, follow-up communication, and coordination with Service, Corrections, Engineering, Programming, and Product/Platform support resources. Because Imperium supports jail and correctional environments, this position requires urgency, organization, documentation discipline, professionalism, and the ability to coordinate service activity in mission-critical customer environments.

PRIMARY RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following areas of responsibility represent Key Results Areas (KRA’s) for which performance will be measured:

Imperium Service Intake & Triage

• Serve as the primary coordination point for incoming Imperium-related service requests from customers, internal teams, and authorized support channels.


• Receive, document, classify, and prioritize Imperium service requests based on customer impact, urgency, system function, and required support resources.


• Gather clear issue details, including affected area, system function, symptoms, screenshots/photos when available, customer contact information, site access requirements, and prior related ticket history.


• Determine whether the request requires field technician dispatch, remote support, programming assistance, engineering review, product/platform escalation, or service leadership involvement.


• Ensure urgent or mission-critical issues are escalated quickly and communicated clearly.

Dispatch, Scheduling & Resource Coordination

• Schedule and coordinate ECC technicians or specialized Imperium resources for on-site service, follow-up work, emergency response, and customer support needs.


• Maintain visibility to technician schedules and coordinate timing with customer availability, facility access requirements, and issue priority.


• Ensure technicians have the required information before dispatch, including site contacts, system details, work requested, prior ticket history, access requirements, and known issue context.


• Coordinate materials, replacement equipment, parts, or support resources needed for Imperium-related service work.


• Track open Imperium service activity through completion and ensure timely updates are provided to customers and internal stakeholders.

Remote Support & Technical Escalation Coordination

• Coordinate remote troubleshooting efforts when issues may be resolved without an immediate site visit.


• Route software, programming, graphical interface, control point, network, or system configuration concerns to the appropriate internal resources.


• Coordinate follow-up between customers, technicians, programming, engineering, corrections leadership, and product/platform support teams.


• Track escalated issues to ensure ownership is clear and next steps are documented.


• Help prevent unresolved issues from sitting without follow-up or clear responsibility.

Correctional Customer Communication

• Communicate professionally with sheriffs’ offices, jail administrators, correctional facility staff, county representatives, and other public safety stakeholders.


• Provide timely updates regarding scheduling, issue status, technician arrival, next steps, and resolution progress.


• Use discretion when handling security-sensitive site information, system details, access procedures, drawings, or facility operational concerns.


• Maintain a calm, professional, and organized communication style when dealing with urgent correctional facility issues.


• Help ensure customers understand what ECC is doing, who is involved, and what the next step is.

Ticket Documentation & Follow-Up

• Maintain accurate Imperium service records in ECC systems, including issue details, troubleshooting steps, communication history, technician notes, escalation history, and resolution status.


• Ensure tickets are updated consistently and contain enough information to support future troubleshooting, billing review, reporting, and customer follow-up.


• Confirm service work is properly closed out with complete notes, customer communication, and any required follow-up actions.


• Identify missing documentation and follow up with technicians or internal resources when additional information is needed.


• Maintain customer-specific notes or support references to improve response quality for recurring Imperium customers.

Repeat Issue / Chronic Site Coordination

• Track recurring service issues across Imperium customers, including repeated door control, intercom, camera, touchscreen, server, network, or user interface concerns.


• Flag repeat or unresolved issues to Service Leadership and appropriate technical teams for review.


• Help identify when repeat issues may require deeper troubleshooting, engineering review, programming review, customer training, or a larger corrective action plan.


• Maintain visibility to open repeat issues so they are not treated as unrelated one-off tickets.


• Support internal communication around chronic site concerns by keeping ticket history and issue summaries organized.

Quoted Service & Change Request Coordination

• Coordinate limited-scope Imperium service work and approved customer-requested changes through the service workflow once reviewed or authorized by Service Leadership.


• Support scheduling and follow-up for small Imperium-related changes, repairs, or corrective work that do not require full project handoff.


• Coordinate required materials, technician availability, internal technical resources, and customer communication for approved Imperium quoted service work.


• Work with Corrections Project Management when quoted service work requires project-level coordination, additional planning, or cross-departmental support.


• Escalate larger, complex, engineering-heavy, or project-level scopes to Service Leadership for reassessment and potential rerouting.


• Ensure scope boundaries are communicated clearly to customers and internal teams.

Project Management Support

• Support limited project coordination activities for Imperium-related work, including small-dollar quoted service, approved customer-requested changes, and correctional service efforts requiring coordination beyond standard dispatch.


• Work in concert with the Corrections Project Management team to assist with scheduling, communication, documentation, material coordination, customer follow-up, and internal handoffs as needed.


• Help facilitate project-related tasks assigned by Service Leadership, Corrections Leadership, or Project Management to ensure work progresses in alignment with customer expectations and internal timelines.


• Coordinate with technicians, project managers, engineering, programming, warehouse, purchasing, and customers to support successful execution of small-scope Imperium work.


• Maintain visibility to assigned project-related service tasks, open action items, required materials, and follow-up activities.


• Escalate scope, schedule, resource, or customer concerns to the appropriate Project Manager, Service Manager, or Corrections Leadership for review and direction.


• Ensure project-related notes, updates, documentation, and customer communication are accurately captured in ECC systems.

Warehouse, Inventory & Shipment Coordination

• Support warehouse-related coordination for Imperium service and corrections-related work, including inbound shipments, outbound shipments, receiving, staging, inventory tracking, and material organization.


• Receive and document incoming materials, parts, equipment, and customer/project-related shipments in accordance with ECC procedures.


• Coordinate outbound shipments to customers, technicians, project sites, vendors, or authorized partners as needed.


• Assist with maintaining accurate inventory records for Imperium-related parts, service materials, replacement equipment, and project-support items.


• Coordinate with Purchasing, Warehouse, Project Management, Service, and Corrections teams to ensure required materials are available, properly staged, and ready for scheduled work.


• Assist with quarterly inventory checks, cycle counts, yearly audits, and reconciliation of discrepancies as directed.


• Help identify missing, damaged, delayed, or misallocated materials and communicate concerns to the appropriate internal stakeholders.


• Maintain clean, organized, and accurate documentation for shipments, receiving activity, inventory movement, and material handoffs.

QUALIFICATIONS:

• 2+ years of experience in a service coordination, service administration, or customer service role or equivalent experience


• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.


• Excellent communication skills with technicians, customers, vendors, and internal teams.


• High attention to detail and strong documentation discipline.


• Ability to work independently while collaborating effectively with a service team.


• Proficiency in Microsoft Word, Excel, and Outlook.


• High School Diploma or equivalent.


• Ability to pass a pre-employment background check.

PREFERRED QUALIFICATIONS:

• Associate’s Degree or higher.


• Familiarity with correctional facilities, jail control systems, integrated security platforms, or touchscreen control interfaces.


• Experience supporting government, public safety, correctional, healthcare, or other mission-critical customers.


• Experience working with service ticketing systems, ERP platforms, or technical support workflows.


• Experience in low-voltage systems, fire alarm, security, AV, or related industries.


• Experience working with service ticketing systems.

Why ECC:

• Medical benefits, including, flexible spending account, dental and vision


• Paid vacation


• Paid Holiday (8 days)


• 401K/Profit Sharing


• Training and professional development opportunities


• Dynamic company culture