Imperium Service Coordinator

Imperium Platform Service Coordinator Reports to: Corrections Operations Manager

COMPENSATION

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.

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.

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 Coordination Schedule and coordinate ECC technicians or specialized Imperium resources for on-site service, follow-up work, emergency response, and customer support needs.

, and issue priority.

, 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 Coordination Coordinate 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 Communication Communicate 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.