HVAC Service Coordinator

Black & McDonald Limited; Brossard; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a proactive individual to join their dynamic team in a role that emphasizes customer service and operational excellence. This position involves managing service requests, coordinating technician schedules, and ensuring customer satisfaction through effective communication and problem-solving. The ideal candidate will thrive in a fast-paced environment, adapting to various challenges while maintaining a focus on quality and efficiency. With a commitment to diversity and inclusion, this organization offers a supportive workplace where employees can grow and develop their skills. If you are looking for a stimulating career with opportunities for advancement, this role is perfect for you.

Qualifications

• 1 to 4 years' experience in facility/service management operations.
• Bilingual in French and English for internal and external communications.

Responsibilities

• Manage service requests and ensure timely completion.
• Coordinate technician work and maintain customer communication.
• Prepare invoices and manage account information.

Skills

Customer Service Orientation

Problem Solving

Effective Communication

Teamwork and Collaboration

Adaptability

Education

Degree in Project Management

Degree in Logistics

Degree in Engineering Technology

Tools

Microsoft Office

Foxit PDF

Job description

BUILD YOUR CAREER AT BLACK & MCDONALD

Black & McDonald is an integrated, multi-trade service provider that securely delivers high-quality construction, facilities management and technical solutions. We are a family-owned company employing over 6,000 highly skilled and talented professionals across North America. With more than 100 years of diverse market experience, we are a forward-thinking organization with a solid track record of delivering operational excellence and customer-focused solutions that stand the test of time.

Black & McDonald recognizes the value of diversity and is committed to fostering an inclusive work environment that respects people's dignity, ideas and beliefs and supports a corporate culture that welcomes and encourages equal opportunity for all current and potential employees, contractors, customers, suppliers and other applicable parties.

Black & McDonald provides internal and external training and development programs for employees at all levels. Black & McDonald encourages and supports its employees towards a stimulating career.

This position will appeal to someone who enjoys working with people and appreciates variety in their work. The successful candidate will be a self-starter with an innate ability to work independently and a demonstrated proactive approach to task completion. This position requires adaptability; the ability to meet deadlines and on-time outputs with competing priorities. Customer service orientation, combined with detailed focus in the form of a high level of accuracy, efficiency and confidentiality, is essential to success. Duties include, but are not limited to:

DUTIES AND RESPONSIBILITIES

• Receive customer requests (service calls) and ensure they are taken care of
• Manage and ensure application development cycle according to established management protocol (ERP)
• Plan and prepare annual, monthly and weekly execution plans for service visits provided in maintenance contracts
• Daily monitoring of files in progress, their smooth running and completion within agreed deadlines
• Coordinate the planning of technicians' work and material needs
• Define with the technician/subcontractor the best course of action and the services to be provided to the customer
• Ensure that the work is carried out according to the customer's expectations, and follow up throughout its execution
• Maintain daily communication with technical teams, to ensure follow-up of schedules and technician intervention times; validate and submit timesheets to the payroll department
• Prepare and submit invoices in accordance with best practices
• Reconcile and invoice all service requests on a daily basis
• Prepare, send and follow up proposals following recommendations from technicians
• Participate in weekly meetings by preparing and discussing critical customer account information related to profitability and customer satisfaction
• Update and maintain customer account information
• Manage and process invoice credits and chargebacks as required
• Handle the inventory control process
• All other related tasks

EDUCATION AND SKILLS REQUIREMENTS

• Degree in project management, logistics, engineering technology;applicable experience as a tradesperson may substitute for educational requirements
• 1 to 4 years' relevant experience with facility/service management operations
• Intermediate skills in Foxit PDF, Microsoft Office (Outlook, Word, Excel, Visio and PowerPoint);
• Bilingual in French and English (due to frequent communications with internal and external customers based outside Quebec, knowledge of English is required)

OTHER REQUIREMENTS

• Normal service support activities may require customer visits
• Normal service support activities may require working outside normal office hours

QUALIFICATIONS

• Change orientation (open to change and able to identify what it is needed and how to get there)
• Communicates effectively (verbally and in writing)
• Continuous learning (continuous effort to learn)
• Customer orientation (understanding the needs and perspectives of internal and external customers)
• Holds self and others accountable (taking personal responsibility for meeting commitments)
• Problem solving and innovation (ability to approach problems logically and seek innovative solutions)
• Intermediate skills in Foxit PDF, Microsoft Office (Outlook, Word, Excel, Visio and PowerPoint);
• Teamwork and collaboration (work collaboratively and with others)
• Values and respects others (encourages and supports diversity)

Black & McDonald welcomes and encourages applications from people with disabilities. Accommodation is available upon request for candidates who participate in all aspects of the recruitment and selection process.