Av Service Coordinator

In recent years, Audio Visual support has evolved to align more closely with Information Technology (IT) service models, adopting structured service-level agreements (SLAs) and clearly defined response times. This shift reflects the growing integration of AV systems with network infrastructure, requiring more proactive, standardized, and scalable support. As a result, AV companies are now expected to deliver the same level of responsiveness and reliability traditionally associated with IT departments.

Job Summary:

We are seeking a highly organized and customer-focused AV Service Coordinator to join our dynamic integration team at our Calgary branch. This individual will play a crucial role in ensuring the seamless delivery and support of audio visual service requests across a variety of client sites and projects.

The AV Service Coordinator will be responsible for managing service tickets, coordinating with schedulers to dispatch technicians, and ensuring timely follow-ups to maintain high levels of customer satisfaction.

Ideal candidates will have prior experience in a customer service or technical support role. Strong problem-solving abilities, attention to detail, and the ability to multitask in a fast-paced setting are vital to success in this role.

This position requires a unique blend of technical proficiency, customer service orientation, and organizational skills.

Duties and Responsibilities:

• Monitor, review, and respond to service tickets; ensure accurate categorization and prioritization
• Coordinate with schedulers to assign appropriate technicians locally and across branches
• Verify ticket details, including client contact, location, and issue description, before dispatch
• Communicate clearly with clients and technicians to schedule, update, and complete service requests
  
• Follow up with technicians to ensure timely ticket updates, documentation, and resolution
• Close tickets with complete service details
• Work with others to ensure accurate billing and reporting
• Liaise with external vendors or manufacturers for advanced support or warranty service as needed
• Process RMAs for defective equipment, manage vendor communication, and coordinate returns and replacements
  
• Schedule and track follow-up visits to client sites for the return or pickup of AV equipment
  
• Work with schedulers to assign technicians for routine preventative maintenance based on client contracts and system needs
  
• Review SLA terms, track service metrics, and generate reports on response times and performance to ensure compliance and support service improvements.
  
  

Preferred Skills and Abilities:

• Background or solid understanding of AV systems, videoconferencing software (e.g., Teams, Zoom), network basics, and troubleshooting techniques
• Familiarity with helpdesk ticketing systems to prioritize, assign, and track service requests while maintaining SLA compliance
• Strong communication skills for coordinating with clients, technicians, and internal teams, as well as documenting incidents clearly
• Ability to analyze support trends, identify recurring issues, and propose process improvements to enhance service delivery
• Excellent time management and coordination skills to manage multiple support channels and schedules
• A proactive, client-focused approach that emphasizes positive experiences and timely solutions
  

Education and/or Experience:

• Experience with helpdesk ticketing systems such as ServiceNow or FreshDesk
• Background in AV or IT support environments is considered a strong asset
• Industry-related certifications in AV or IT are an advantage
  

Company Benefits:

• Join our team and work for a well established family owned business!
• We offer a competitive compensation package.
• Comprehensive 100% employer-paid benefits, including coverage for Dental, Vision, Health (including paramedical services such as massages, chiropractic, acupuncture, etc.), Critical Illness Insurance, Long-Term Disability, Life Insurance, and Accidental Death and Dismemberment.
• Paid holidays, flex days, with additional paid time off during Christmas.
• Fun days to keep all our employees connected whether they are in office or onsite.
• Company-provided work laptop and cellphone to support your work activities.
• Employee Assistance Program dedicated to supporting personal health and well-being.
• Lots of training and development opportunities.
• Equal opportunity employer with a focus on creating a diverse, equal, inclusive, and belonging (DEIB) work environment.

Matrix has been in the audio-visual industry since 1994 and has 120 employees located in 12 cities across Canada including Victoria, Burnaby, Kelowna, Edmonton, Regina, Saskatoon, Winnipeg, Windsor, Markham and Ottawa with our headquarters in Calgary. Some of those employees have been a part of Matrix since the beginning, and many have joined along the way as we continue to grow and expand. Apply now to join our amazing team!