Field Service Coordinator

Total Power Limited; Township of Langley; On-site; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Health & wellness spending accounts

Employee Assistance Program

Paid time off and holidays

Tuition reimbursement and development

Job summary

Total Power Limited in British Columbia is seeking an organized Dispatch Coordinator to manage field operations, schedule technicians, and oversee invoicing with a focus on accuracy and timely communication. The role requires coordinating with service managers and branches to ensure on-time service delivery.

The successful candidate will handle parts staging, billing verification, warranty coordination, and monthly metrics while maintaining professional documentation and customer relations.

Qualifications

• Minimum 2 years’ dispatching experience in a similar industry.
• Ability to troubleshoot basic questions of a technical nature.
• Excellent working knowledge of Microsoft Office and strong computer skills/ aptitude.
• Time management, accountability, and dependability.
• Excellent communication; verbal and written.
• Excellent problem solving, negotiation, and decision-making skills.
• Excellent organizational skills with strong multi-tasking capabilities.

Responsibilities

• Coordinate customer interactions with service sites and personnel to ensure on-time delivery.
• Maintain open communication with Service Managers about field operations.
• Confirm availability and staging of parts/equipment for technicians.
• Facilitate payments, pre-approvals, POs, and new accounts.
• Dispatch emergencies within 20-minute rule and communicate ETA to customers.
• Schedule maintenance work across accounts to complete within the month.
• Process invoices and ensure work orders are accurate and billed promptly.
• Monitor invoicing lists and create customer invoices for field work.
• Ensure documentation is attached to invoices and monthly metrics are met.
• Attend quarterly meetings and contribute ideas on invoicing.
• Coordinate warranty work with Warranty Coordinator and approvals.
• Schedule quoted repairs after verifying parts availability.
• Verify technician timecards align with invoicing.
• Dispatch technicians within territories to minimize travel.
• Communicate after-hours rates and overtime policies.
• Ensure all documentation is accurate and professional.
• Be available during power outages or state emergencies.
• Other tasks as needed for growth.

Skills

Dispatching experience

Technical troubleshooting

MS Office / computer skills

Time management

Communication skills

Problem solving

Organizational skills

Job description

What You’ll Do – The Role (Responsibilities)

• Ensure all customer interactions (both internally and externally) are performed to the expectations of excellent customer service, including facilitating our commitment to be on time, conveying what to expect, ensuring the technician arrives prepared, and developing a strong relationship and understanding of the various sites and site personnel.


• Maintain open communication with Service Managers to maximize awareness of field operations and requirements.


• Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point including off-site storage units.


• Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.


• Emergency dispatching - ensure the 20-minute rule is followed and that urgency, creditworthiness and the appropriate technician are considered prior to response. Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on site.


• Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT) – ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possible.


• Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity. Verify the accuracy of all work orders prior to invoicing i.e. technician hours, labour rates, and parts used must be accounted for and billed correctly prior submitting the invoice. All completed work orders must be invoiced within 72hours of the work performed.


• Monitor multiple National Smart Lists to determine available calls that can be invoiced.


• Create Customer invoices for contractual Field Service work performed. Ensure accuracy in amounts compared to contracts.


• Process invoices and forward them to our customers by mail or email, adjusting invoices as needed with the required credits.


• Monitor return invoice inbox for customer correspondence and rejected invoices.


• Follow up with the branches, technicians for completion of documentation.


• Verify that all supporting documentation is attached to each invoice.


• Ensure metrics set in place with monthly goals are achieved.


• Attend quarterly meetings and be ready to share ideas revolving around invoicing.


• Coordinating warranty work– ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator. Ensure technicians are aware of the time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.


• Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner, after verifying that any parts required to complete the repair are in stock and allocated to the job.


• Verifying technician timecards – submit technician timecards to the CSM daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the CSM of any discrepancies.


• Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling. Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job, including the site contact, to the technician.


• Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply. Work with the contracts department to establish policies, practices, and systems to improve the invoicing function and process. Interact with other department personnel to ensure accurate accounting on all invoices.


• Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference. Ensure all related company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.


• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.


• Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSS.

What You Need (Requirement)

• Minimum 2 years’ dispatching experience in a similar industry.


• Demonstrated ability to troubleshoot basic questions of a technical nature.


• Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.


• Time management, accountability, and dependability.


• Excellent communication; verbal and written.


• Excellent problem solving, negotiation, and decision-making skills.
  
• Excellent organizational skills with strong multi-tasking capabilities.

We Offer

• Employer RRSP matching program.


• Health & wellness spending accounts and Employee Assistance Program.


• Paid time off and statutory holidays.


• Tuition reimbursement and professional development opportunities.


• Company vehicle for select roles and on-site parking.