Bilingual Service Coordinator - InnoServ

Intercity Packers Ltd.; Canada; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Medical & dental

RRSP matching

Profit sharing

Flex benefits

Bonus potential 10%

Family-owned heritage

Career advancement

Job summary

Gordon Food Service is seeking a Field Service Coordinator & Technical Support Specialist to act as the operational hub for its field service operations. You will plan, schedule, and dispatch field service work using FSM software to minimize customer downtime and ensure timely resolutions.

The role requires a full bilingualism in French and English, a High School diploma, and hands-on repair experience with beverage and chemical equipment.

Qualifications

• High School Diploma or equivalent is required.
• Bilingual in French and English is mandatory.
• Hands-on knowledge of repair, maintenance, or refurbishment of beverage and chemical equipment.
• Ability to multi-task, prioritize urgent tasks, and manage time independently.
• Experience with FSM software or ticketing systems.
• Proficiency with Google Workspace (Gmail, Calendar, Docs, Sheets, Drive).
• Experience handling third-party vendor relationships or service-level compliance.

Responsibilities

• Coordinate field service requests using FSM software and prioritize dispatch.
• Balance workload with Service Managers and schedule technician shifts.
• Track third-party accounts to ensure SLA adherence.
• Coordinate shipping, receiving, and staging of parts for repairs.
• Diagnose issues and guide field resolutions for beverage and chemical equipment.
• Maintain up-to-date knowledge of procedures and industry standards.
• Communicate professionally to resolve escalations and gauge satisfaction.

Skills

Field Service Coordination

Technical Support

Bilingual French-English

FSM software

Google Workspace

Education

High School Diploma or equivalent

Tools

FSM software

Ticketing systems

Google Workspace

Job description

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. Here\'s a quick glance of who we are and the impact you could have on the food service industry. There\'s a seat at our table for you...

Position Summary

The Field Service Coordinator & Technical Support Specialist acts as the operational hub for InnoServ\'s field service operations. This role is responsible for planning, scheduling, and dispatching field service work using Field Service Management (FSM) software to minimize customer downtime.

What We Offer

The salary range for this position is $55,000 to $65,000 plus 10% bonus potential

• Medical, Dental, Prescription Drug, and EAP Benefits after 30 days of employment
• FULL flex benefits program
• Company matching RRSP
• Profit Sharing
• 125-year, family-owned and operated company history
• Family culture and advancement opportunities

This position requires full bilingualism (French and English), both spoken and written.

What you would do

Service Coordination & Dispatch

• Manage, log, and prioritize incoming field service requests using FSM software.
• Collaborate closely with Service Managers to balance team workload capacity, schedule technician shifts, and resolve dispatch conflicts.
• Track third-party customer accounts to ensure strict adherence to established SLAs.
• Coordinate the shipping, receiving, and stage-tracking of parts and equipment required for field repairs.

Technical Support & Customer Relations

• Apply hands‑on understanding of beverage and chemical equipment repair to diagnose issues and guide field resolution.
• Maintain up‑to‑date knowledge of InnoServ equipment procedures, industry trends, and technical standards.
• Deliver prompt, professional communication to resolve customer escalations and evaluate overall service satisfaction.

Does this sound like you?

• High School Diploma or equivalent.
• Bilingual both in French and English.
• Hands‑on knowledge or technical experience with the repair, maintenance, or refurbishment of beverage and chemical equipment.
• Proven ability to multi‑task, prioritize urgent tasks, and manage time independently in a fast‑paced environment.
• Prior experience operating Field Service Management (FSM) software or ticketing systems.
• Proficiency with Google Workspace (Gmail, Calendar, Docs, Sheets, Drive).
• Experience handling third‑party vendor relationships or service‑level compliance.

We thank all applicants for their interest, however only those selected for the next stage will be contacted.

Gordon Food Service is an equal opportunity employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people. All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to any enumerated or analogous grounds of discrimination, including race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status, sexual orientation or status as a qualified individual with disability.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to [e-mail] and use the words “Accommodation Request” in your subject line.

For more than 125 years, Gordon Food Service has delivered uncompromised quality and heartfelt service. From a butter‑and‑egg delivery service, it has grown into the largest family‑operated foodservice business in North America. Today, the company serves customers from restaurants, to healthcare and education, across the U.S. and Canada through its distribution network and more than 180 retail stores.