ECC
Government
ImperiumServiceCoordinator
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Imperium Service Coordinator at ECC. Skills: Service coordination, Customer communication. Coordinate service requests. Triage support needs”
Industry & Context.
Triage support needs; Troubleshooting
Urgency, Organization, Documentation discipline, Professionalism, Ability to coordinate service activity, Ability to work independently, Ability to collaborate effectively, Pass pre-employment background check
What They're Looking For.
Must Have
2+ years experience, High School Diploma or equivalent, Ability to pass background check
Nice to Have
Associate's Degree or higher, Familiarity with correctional facilities, Familiarity with jail control systems, Familiarity with integrated security platforms, Familiarity with touchscreen control interfaces, Experience supporting government customers, Experience supporting public safety customers, Experience supporting correctional customers, Experience supporting healthcare customers, Experience supporting mission-critical customers, Experience with service ticketing systems, Experience with ERP platforms, Experience with technical support workflows, Experience in low-voltage systems, Experience in fire alarm systems, Experience in security systems, Experience in AV systems, Experience working with service ticketing systems
What You'll Do.
Coordinate service requests
Communicate with customers
Maintain service documentation
Serve as coordination point
Receive service requests
Document service requests
Classify service requests
Prioritize service requests
Determine support needs
Escalate urgent issues
Communicate urgent issues
Coordinate technician dispatch
Coordinate on-site service
Coordinate follow-up work
Coordinate emergency response
Coordinate customer support
Maintain technician schedules
Coordinate timing with customers
Coordinate timing with facility access
Ensure technicians have information
Coordinate replacement equipment
Coordinate support resources
Track service activity
Provide updates to customers
Provide updates to stakeholders
Coordinate remote troubleshooting
Route technical concerns
Coordinate follow-up between teams
Track escalated issues
Prevent unresolved issues
Communicate professionally with stakeholders
Provide updates on scheduling
Provide updates on issue status
Provide updates on technician arrival
Provide updates on next steps
Provide updates on resolution progress
Handle security-sensitive information
Maintain calm communication style
Maintain professional communication style
Maintain organized communication style
Ensure customers understand actions
Maintain service records
Update tickets consistently
Confirm service work closure
Identify missing documentation
Follow up with technicians
Assist with inventory records
Coordinate with Purchasing
Coordinate with Warehouse
Coordinate with Project Management
Coordinate with Service teams
Coordinate with Corrections teams
Ensure materials are available
Ensure materials are staged
Assist with inventory checks
Assist with cycle counts
Assist with yearly audits
Reconcile inventory discrepancies
Identify missing materials
Identify damaged materials
Identify delayed materials
Identify misallocated materials
Communicate material concerns
Maintain documentation for shipments
Maintain documentation for receiving
Maintain documentation for inventory movement
Maintain documentation for material handoffs
How You'll Work.
Team & Collaboration
Internal technical teams; Service teams; Corrections teams; Engineering teams; Programming teams; Product/Platform support teams; Purchasing teams; Warehouse teams; Project Management teams
Communication Scope
Customer communication; Professional communication; Clear communication
Full Job Description
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/plat
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