Technical Service Coordinator

Company Overview

Since 2002, Mason Technologies has been a leader in technology integration, proudly certified as a Woman-owned Business Enterprise (WBE) both in NYC and nationally. With headquarters and a fully equipped warehouse in Deer Park, NY, an additional office in downtown NYC, and resources across the nation, we design, implement, and service innovative solutions in low-voltage structured cabling, audio visual systems, data centers, and unified security.

We serve a variety of industries including healthcare, government, higher education, finance, and business (both big and small). We're always aiming to build lasting relationships based on trust, respect, and a shared vision for a better future. Our founder, Jennifer Mason, has cultivated a family-like environment that emphasizes deep care and commitment to our people and the clients and communities we serve, forming the foundation of everything we do.

At Mason Technologies, diversity and inclusion drive our hiring, ensuring we bring together the most talented individuals regardless of race, age, religion, gender identification, or sexual orientation. If you want to have a career of unparalleled growth, a team with a family-strong bond, and an unmatched atmosphere of motivated and caring professionals, apply to Mason today

Let's craft a future together that's built upon integrity, equality, professional pride, the authentic spirit of our family, and a commitment to making the world a better place.

Our Comprehensive Employee Benefit and Perk Package:

• Medical, Dental, and Vision Coverage: We provide comprehensive healthcare benefits to keep you and your family healthy and secure.
• 401k with Matching: Plan for your future with our 401k program, featuring competitive company matching.
• Paid Time Off (Holiday/Vacation/Sick/Personal): Generous PTO to ensure a healthy work-life balance and time for relaxation and personal needs.
• Unlimited Growth Opportunities: We believe in fostering talent and providing opportunities for continuous professional growth.
• Family-Friendly Company Events & Outings: We host regular events and outings to foster a family-friendly atmosphere and build team camaraderie, like our Warehouse Jam Sessions and Holiday Parties
• Bagel Thursdays & Tuesday Lunch Catering: Enjoy weekly treats with Bagel Thursdays and Tuesday Lunch catering at our offices
• Caring Ownership: We believe in mutual dedication. If you're committed to Mason Technologies, we are equally committed to you. We prioritize the well-being of our employees and their families, ensuring a supportive and caring work environment.

About the Position:

The Technical Service Coordinator plays a key role in both the coordination and initial technical troubleshooting of service requests at Mason Technologies. This position combines customer communication, scheduling, and project tracking with a hands-on understanding of AV systems, overhead paging (Valcom preferred), and low-voltage service work. The ideal candidate has real-world field experience and can assist clients with basic diagnostics and remote support over the phone before dispatching technicians to the field.

Key Responsibilities:

• Act as the first technical point of contact for incoming service requests — gather details, diagnose issues remotely, and determine next steps
• Perform basic troubleshooting over the phone with clients to resolve minor issues when possible (e.g., verifying signal paths, device connections, or power issues)
• Provide remote support and guidance for Valcom and other paging/AV systems
• Coordinate and oversee daily service jobs, ensuring technicians are properly scheduled, briefed, and equipped
• Escalate and dispatch field technicians when on-site service is required
• Communicate directly with clients regarding scheduling, updates, and technical resolutions
• Manage and track service tickets from intake to closeout, ensuring accuracy for billing and reporting
• Review technician work orders for completeness and technical accuracy
• Handle procurement and logistics for service-related materials, parts, and tools
• Track time, materials, and labor to keep service jobs within scope and budget
• Generate weekly service reports outlining ticket completion, outstanding items, and recurring technical issues
• Maintain CRM/ERP systems with updated job notes, technician assignments, and client communications
• Support finance by submitting accurate documentation for invoicing
• Serve as a technical liaison between clients, technicians, warehouse, and dispatch teams

Qualifications:

• 3+ years of experience in AV, low-voltage, or service coordination roles
• Hands-on field experience with audio-visual systems, Valcom overhead paging, or structured cabling (required)
• Ability to troubleshoot basic system issues remotely via phone or video call
• Strong understanding of signal flow, device connectivity, and low-voltage system components
• Proficiency in Microsoft Excel and experience using CRM/ERP systems
• Excellent organizational, multitasking, and communication skills
• Customer-first attitude with the ability to stay calm under pressure
• Detail-oriented, process-driven, and capable of managing multiple service tickets at once
• Professional demeanor and comfort working in a fast-paced service environment

Salary: $80, per year

Job Type: Full-time, In-Person