Regional Service Coordinator

Ainsworth Inc; Oshawa; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Join a rapidly growing integrated multi-trade company, Ainsworth Inc (a GDI company), offering a dispatcher role focused on customer service and technician coordination. You will manage service requests, ensure high-quality standards, and work in a supportive, diverse environment. The position comes with comprehensive benefits from day one and opportunities for professional development in a team-oriented workplace.

Benefits

Comprehensive health and dental benefits

RSP matching

Generous vacation

Employee Discounts and Incentives

Qualifications

• 2-4 years of related operations/dispatch experience, preferably in HVAC.
• Demonstrated ability to meet deadlines and prioritize tasks.
• Experience in customer service and problem resolution.

Responsibilities

• Coordinate and dispatch technicians for service and maintenance work.
• Maintain real-time visibility to technician resources.
• Interface with customers to resolve service issues.

Skills

Customer service orientation

Organizational skills

Problem-solving

Ability to work under time constraints

Teamwork

Education

Post-secondary education in related area

Tools

Microsoft Office Suite

Lotus Notes

Job description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth team today!

Position Summary :

This position provides a high level of customer service support to meet internal and external customer requirements. Schedules, dispatches and coordinates technical field staff and works collaboratively with team members to ensure the administration of multiple back office processes are executed accordingly to ensure the delivery cycle for service and projects flow accordingly and client KPI’s are met.

Key Responsibilities

• Maintain real time visibility to technician resources by leveraging and updating the schedule board
• Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets
• Manage technician sign in and sign out protocols.
• Interface with customers and other departments (i.e. Customer Experience Centre) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process. Ensure all changes are accommodated and approved.
• Assign and monitor workflow ensuring work is dispatched to the appropriate tech with the right skillset in the right geography
• Resolve any obstacles immediately using established protocols or other creative resolution options through troubleshooting or relaying calls to a level 2 technician to expedite resolution
• Ensure all Ainsworth & client KPI’s are observed, met and or exceeded.
• Update 3rd party portals with work statuses as required.
• Review completed work orders daily for completeness, work summaries, labour, client signatures, tasking etc. Acquire any missing information and or close for further reconciliation.
• Work with Technicians and Regional Schedulers to ensure maintenances and quoted repairs are completed within the month they are scheduled.
• Monitor all work in progress (WIP) and work with technicians and Business Unit Managers as required to ensure it does not exceed 60 days.
• Identify & Suggest opportunities for Process Improvements & efficiencies within department.
• Sensitivity to confidential matters may be required.
• Adhere to all company policies and procedures.
• Promote and perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation / regulations.
• Perform other duties as assigned by Management.

Qualifications :

• Post-secondary education in related area of study or equivalent
• 2-4 Years of related experience dispatch or operations experience preferably in the HVAC / Electrical / Building Automation industry but general service industry is acceptable
• Actual hands on HVAC, Electrical or Building Automation experience is also ideal
• Demonstrated ability to meet deadlines and prioritize a heavy workload
• Proven systematic and organized approach to multi-tasking
• Demonstrates ability to work independently to complete assigned tasks with minimum supervision
• Ability to work under time constraints and adapt to change
• Working knowledge of related computer applications, including the Microsoft Office Suite of programs (Word, Excel, PowerPoint) and Lotus Notes
• Service and customer orientated – Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way. Takes personal responsibility to correct customer’s problems. Corrects customer service problems promptly and non-defensively
• Team Focus - Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working co-operatively with others, also gets people’s input to decisions / plans, and promotes team spirit

Why work at Ainsworth (a GDI company)?

Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following :

Benefits : Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation

Rewards : Service milestones and peer recognition plus Employee Discounts and Incentives

Flexibility : Hybrid working models, where applicable

Diversity : An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference .

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