Imperium Service Coordinator
External
Ecc · SpringfieldFull-timeOn-site2d ago
DocumentationLeadership
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Benefits
Hourly Pay Range: $21.63 - $28.85JOB SUMMARY: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 & TriageServe 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 CoordinationSchedule 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 CoordinationCoordinate 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 CommunicationCommunicate 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-UpMaintain 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.Paid time offRemote work options
Additional Information
Imperium Platform Service Coordinator Reports to: Corrections Operations Manager
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