Role Description
The Service Coordinator/Administrator is a full-time, on-site role based in Dundas, ON. This position is responsible for scheduling and coordinating service calls, managing technician calendars, and ensuring timely responses to customer needs, including emergency requests. The role includes communicating with customers to confirm appointments, clarify service requirements, and provide updates on work status. The Service Coordinator will collaborate closely with technicians and operations staff to prioritize jobs, manage parts availability, and maintain accurate records of training for technicians and customer portals. The position also involves supporting customer service inquiries, preparing service orders for invoicing, maintaining documents for warranty, and preparing sales quotes for service-related items.
Key Responsibilities
- Receive, prioritize, and process incoming service requests from customers.
- Schedule and dispatch field service technicians to customer sites based on urgency, location, skills, and availability.
- Coordinate emergency service calls and communicate updates to customers and technicians.
- Monitor daily service schedules and adjust as required to maximize efficiency and customer satisfaction.
- Ensure timely completion of service work orders and review for invoicing.
- Provide customers with service updates, appointment confirmations, and expected arrival times.
- Address customer concerns professionally and escalate issues when necessary.
- Maintain strong relationships with customers while ensuring a positive service experience.
- Create, update, and close service work orders in the company ERP and service management systems.
- Maintain accurate service records, technician notes, warranty information, and maintenance history.
- Process service quotations, purchase orders, and billing documentation as required.
- Assist with contract administration, preventive maintenance agreements, and service documentation.
- Coordinate parts availability with the Parts Department to support scheduled service work.
- Communicate effectively with technicians regarding scheduling changes, customer requirements, and job details.
- Support Service Managers with reporting, KPI tracking, and operational administrative tasks.
- Collaborate with Sales, Parts, and Operations teams to ensure customer needs are met efficiently.
- Ensure service processes comply with company policies and safety procedures.
- Identify opportunities to improve scheduling efficiency and customer responsiveness.
- Support branch initiatives that contribute to operational excellence and customer satisfaction.
Qualifications
- Post-secondary education in Business Administration, Office Administration, Customer Service, or a related industrial field is preferred.
- Equivalent combination of education and experience will be considered.
- 2+ years of experience in service coordination, dispatching, customer service, or an administrative support role.
- Experience in industrial equipment, compressed air systems, mechanical services, or a related industry is considered an asset.
- Experience working with NetSuite service management software is preferred.
What we offer
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Collaborative and customer-focused team environment.
- 3 weeks vacation & wellness days
- Comprehensive health and dental benefits
- Full engagement with Senior Management and Owners
- Company Activities & Events
- RRSP Pension Matching
- Casual Dress Code
