Working in close partnership with the Expert Program Manager of Service and the Technical Program Manager, the Senior Service Coordinator manages the day-to-day lifecycle of maintenance and repair requests, coordinates vendors and field activity, tracks performance and documentation, and helps improve service delivery. The successful candidate will be comfortable balancing multiple priorities, communicating with technical and nontechnical stakeholders, and maintaining accurate, audit-ready records while delivering a strong customer experience.
This position is hybrid, working from your remote office and the Oakland General Office based on business need.
Job Responsibilities
Coordinate and manage the lifecycle of physical security service tickets and field assignments, ensuring timely dispatch, prioritization, tracking, escalation, status communication, and closure of repair and maintenance requests across multiple geographic locations.
Serve as a primary service liaison among internal stakeholders, business partners, site representatives, construction or project teams, and external service providers to resolve issues efficiently and in accordance with established service expectations and applicable policies.
Maintain oversight of corrective and preventive maintenance activities for physical security assets, including access control, video surveillance and video management systems, intrusion detection, intercoms, alarms, security networking, and related infrastructure.
Monitor work through service management platforms; maintain complete, accurate, and timely service documentation, work-order status, maintenance history, warranty information, contract records, job files, and retention records to support operational, compliance, and audit needs.
Coordinate vendor staffing, qualifications, training documentation, scheduling, site access, materials, purchase-order or procurement needs, and resource availability; follow up on commitments and escalate service, invoice, contract, or capacity issues as appropriate.
Track, analyze, and report service results, including ticket aging, response and restoration performance, repeat failures, preventive maintenance completion, vendor performance, customer impacts, overtime or workload information, and service expenditures.
Analyze workload and resource needs and recommend assignment priorities based on availability, knowledge, skills, capabilities, business impact, and service urgency; help establish effective field-office and service coordination processes.
Identify recurring equipment failures, service trends, process gaps, and business impacts; support development and implementation of corrective action plans, policy or process changes, service improvements, and recommendations that improve reliability and reduce downtime.
Provide technical and administrative support to program and technology managers on complex service matters, operational readiness, quality-control reviews, contractor evaluations, compliance monitoring, and delivery of company-provided materials.
Demonstrate strong organization, communication, sound judgment, and problem-solving while managing multiple open priorities in a fast-paced environment and delivering consistent, high-quality customer service.
Background Qualifications
Minimum
High School diploma, GED, or equivalent work experience.
Valid California Driver’s License.
Four (4) years of experience in contract, construction, quality control, or documentation controls-related support.
Must have qualified on the Clerical Test Battery (CTB).
Desired
Bachelor of Arts or Bachelor of Science degree in a technical, business, security, engineering, or related discipline.
Five (5) years or more of technical-related experience, including experience with contracting, technical terminology, permits or permitting, local or state agencies, or field and onsite work.
Experience with physical security systems, including access control, video management systems, intrusion detection, alarms, intercoms, and security networking infrastructure.
Proficiency with service management tools such as ServiceNow, Remedy, Jira Service Management, or an equivalent ticketing platform.
Knowledge of vendor management, field service coordination, preventive maintenance programs, warranty administration, contracts, purchase orders, and asset management practices.
Ability to interpret technical documentation, service reports, security system diagrams, scopes of work, and vendor or contractor performance information.
Experience creating service reports, dashboards, metrics, trend analyses, and recommendations for management review.
Experience with SAP, Microsoft Office, Visio, SharePoint, Power Platform, Primavera UNIFIER, or comparable business and documentation tools.
Strong organizational, process-management, verbal, and written communication skills, with demonstrated ability to coordinate multiple open work items across technical teams, vendors, field partners, and business stakeholders.
Experience in a utility, critical infrastructure, regulated, or geographically distributed operating environment.
Compensation
PG&E provides the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.
A reasonable salary range is:
Bay Area Minimum: $75,000
Bay Area Midpoint: $94,000
Bay Area Maximum: $113,000
Or
California Minimum: $71,000
California Midpoint: $89,000
California Maximum: $107,000
