GENERAL SUMMARY: We are looking for a highly organized, systematic and customer-focused Service Coordinator to support our Service Department.
This position serves as a central point of coordination between our customers, technical support team, field service technicians, contractors, accounting department and Service Management.
The ideal candidate is someone who enjoys working in a fast-paced service environment, can manage multiple open priorities simultaneously, and has the discipline to consistently follow established processes from the initial customer request through scheduling, execution, follow-up and closure.
This is not simply an administrative position. The Service Coordinator is expected to actively manage the service workflow, identify pending actions, follow up proactively and help ensure that customers and technicians always understand the next step.
ESSENTIAL FUNCTIONS:·
Serve as a primary point of contact for customers contacting the Service Department by phone and email.
· Provide professional, responsive and customer-oriented communication throughout the service process.
· Create and maintain customer data.
· Correctly classify cases according to region, service status and priority.
· Gather the necessary information from customers,.
· Continuously review cases and identify those requiring immediate action, follow-up or escalation.
· Keep customers informed regarding case status, technician availability and next steps.
· Escalate complaints, critical machine-down situations and unusual cases to the appropriate technical resource or Service Manager.
· Ensure cases are properly documented and closed according to departmental procedures.
· Coordinate technicians daily tasks.
· Balance technician schedules according to customer priority, geography, technician skills and availability.
· Maintain the overall technician schedule.
· Create and distribute digital work orders.
· Confirm appointments, operating hours, site expectations and required information with customers before technician dispatch.
· Ensure technicians receive the information necessary to understand the assigned job before travelling to the customer.
· Prepare and send service estimates and supporting documentation.
· Coordinate customer credit/account verification before confirming service call.
· Track customer approvals and outstanding documentation.
Operational Expectations
The Service Coordinator is expected to work according to defined processes and measurable departmental objectives. The successful candidate must be comfortable working from a structured daily workflow, maintaining task lists and dashboards, and reviewing outstanding activities without requiring continuous reminders from management.
Qualifications
· 2+ years of experience in service coordination, customer service, dispatch, field-service administration or a similar operational role preferred.
· Experience coordinating field technicians, contractors or mobile service personnel strongly preferred.
· Strong customer-service and telephone communication skills.
· Excellent written and verbal English.
· French would be considered an asset.
· Strong Microsoft Outlook, Excel and general computer skills.
· Experience with CRM, ERP, field-service management or scheduling software strongly preferred.
· Experience in industrial machinery, manufacturing, equipment service, HVAC, automation, automotive service, construction equipment or another technical service environment is an asset but not mandatory.
Benefits Include
Medical, dental, disability, life insurance, group insurance, vision care, related business expenses.
Compensation
Competitive compensation commensurate with experience.
Job Type: Full-time
Pay: $58,000.00-$63,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- Vision care
Ability to commute/relocate:
- Mississauga, ON: reliably commute or plan to relocate before starting work (required)
Education:
Experience:
- Sales: 2 years (required)
- Customer Service: 2 years (required)
Work Location: In person
