Service Coordinator / Dispatcher
This position is primarily based out of Temp Air Control’s Alliston office. A hybrid work arrangement, including a combination of in-office and work-from-home days, may be available depending on the candidate’s experience, training requirements, role fit, and ability to work independently.
Temp Air Control is looking for a full-time Service Coordinator / Dispatcher to support our HVAC, refrigeration, and building automation service team.
This role is central to the daily flow of our service department. The Service Coordinator / Dispatcher helps manage incoming service requests, schedules technicians, updates work orders, follows up with customers, tracks open work, and ensures the right information is captured so jobs can move from request to completion as smoothly as possible.
The ideal candidate is organized, professional, comfortable working in a fast-paced environment, and able to communicate clearly with customers, technicians, managers, vendors, and internal departments.
This position reports to the Service Manager and works closely with dispatch, field staff, accounting, payroll, sales, construction, and controls.
Key Areas of Responsibility
Service Coordination and Dispatch
- Receive and coordinate incoming service requests from customers, managers, technicians, and customer portals.
- Schedule and dispatch technicians for service calls, preventative maintenance, quoted repairs, project support, and follow-up work.
- Assign work based on technician availability, location, skill set, urgency, and customer requirements.
- Maintain the daily dispatch schedule and update it as priorities change throughout the day.
- Perform daily technician check-ins and check-outs to confirm job status, next steps, additional appointments, and schedule changes.
- Track open calls, return visits, incomplete work, pending parts, quoted work, and outstanding service requirements.
- Help maintain the on-call schedule and support after-hours service coverage planning where required.
Work Order and System Administration
- Create, update, track, and close work orders in the company ERP / service management system.
- Ensure work orders are properly documented with labour, materials, technician notes, customer signatures, job status, and supporting information.
- Review completed work orders and follow up on missing or incomplete information before invoicing.
- Maintain accurate customer, site, equipment, contact, and service history records.
- Keep electronic and hardcopy records organized and up to date.
- Support system accuracy by ensuring service calls, appointments, job notes, and customer information are entered correctly.
Customer Communication and Follow-Up
- Communicate professionally with customers by phone and email regarding service requests, appointment times, technician arrival updates, and job status.
- Proactively follow up with customers on scheduled work, outstanding items, and service updates.
- Address customer inquiries and concerns promptly and escalate issues when required.
- Act as a communication link between customers, technicians, service managers, vendors, and internal departments.
- Work with the Service Manager to relay and resolve customer or technician concerns in a timely manner.
Customer Portals, Purchase Orders, and Documentation
- Review customer web portals daily to monitor new service requests, updates, documentation requirements, and outstanding items.
- Ensure portal requests are acknowledged, tracked, and actioned so that no service request is missed or delayed.
- Verify that service work orders have required customer purchase orders where applicable.
- Escalate missing purchase orders or documentation issues to the appropriate manager.
- Assist with creating purchase orders, coordinating vendors, and tracking materials or parts.
- Prepare and coordinate customer-required documents, safety documentation, permits, Form 1000s, Notices of Project, and other site-specific documentation as needed.
- Perform weekly spot checks to confirm technicians have current access to required customer portals, site systems, tools, and platforms. Escalate access issues as needed.
Internal Coordination and Administrative Support
- Coordinate with service, construction, controls, sales, procurement, accounting, billing, payroll, and management to support daily operations.
- Assist with payroll review by verifying technician time, job allocation, and related documentation.
- Assist with technician expense tracking, travel charges, and supporting documentation.
- Support onboarding of new customers, vendors, and service sites.
- Prepare and distribute operational reports as needed, including open work order reports, past-due call reports, PM tracking, and follow-up reports.
- Support labour planning for quoted work, projects, maintenance, and non-demand service work.
- Help identify and support improvements to dispatching, work order management, communication, and documentation processes.
- Follow company policies, procedures, safety requirements, and business process standards.
- Perform other administrative and operational duties as assigned.
What We Are Looking For
The successful candidate will be someone who:
- Communicates clearly and professionally with customers, technicians, vendors, and internal teams.
- Stays calm and organized when priorities change.
- Has strong attention to detail and takes pride in accurate information.
- Can manage multiple tasks, calls, emails, schedules, and follow-up items at the same time.
- Understands the importance of customer service and timely communication.
- Is comfortable asking questions, solving problems, and escalating issues when needed.
- Works well independently while also supporting the broader team.
- Is reliable, accountable, and able to follow tasks through to completion.
- Has a positive attitude and contributes to a respectful, team-oriented workplace.
- Can adapt to new systems, processes, and changing service priorities.
Experience and Skills
- Previous experience in dispatch, service coordination, customer service, or administrative support is preferred.
- Experience in HVAC, refrigeration, mechanical service, building automation, plumbing, combustion, electrical, or a related service industry is considered a strong asset.
- Experience using an ERP, dispatching platform, work order system, or computerized maintenance management system is preferred.
- Experience with Acumatica or a similar ERP system is considered an asset.
- Proficiency with Microsoft Outlook, Excel, Word, and Teams is preferred.
- Experience with PDF editing tools such as Adobe Acrobat or Foxit is an asset.
- Strong computer skills and accurate data entry skills are required.
- Post-secondary education in Business Administration, Office Administration, or a related field is considered an asset.
- One to two years of experience in dispatching, service coordination, customer service, or administration is preferred.
Compensation
The expected salary range for this role is $55,000 to $72,000 per year.
The starting salary will be based on the successful candidate’s experience, qualifications, skill set, and overall fit for the role.
Temp Air Control offers a competitive compensation package, which may include group benefits, training, career development opportunities, and other company programs depending on the position.
Pay: $55,000.00-$72,800.00 per year
Benefits:
- Company events
- Dental care
- On-site parking
- Paid time off
- Vision care
- Work from home
Work Location: Hybrid remote in Alliston, ON
