Service Administrator / Dispatcher

Black & McDonald Limited; Calgary; On-site; CAD 52,000 - 72,000; Full time

Job summary

Black & McDonald Limited in Calgary, AB is seeking a Service Administrator/Dispatcher to coordinate and dispatch Service Technicians for daily operations. The role includes labour time entry, work and purchase orders, materials coordination, invoicing support, reporting, and backlog management.

The incumbent acts as a liaison between field staff, office personnel, customers, and vendors to ensure efficient service delivery.

Qualifications

• Minimum 1 year experience in dispatching and administration.
• HVAC industry and service operations experience preferred.
• Excellent verbal and written communication skills.
• Proficient in Windows, Outlook, Excel, and Word.

Responsibilities

• Receive, prioritize, and coordinate customer service requests.
• Dispatch and schedule Service Technicians for customer and operations needs.
• Maintain on-call schedule and after-hours coordination as required.
• Create and maintain work orders and purchase orders per procedures.
• Process and post technician labor hours within timelines.
• Coordinate procurement of parts, materials, and subcontractor services.
• Monitor work order backlogs and ensure timely completion.
• Assist invoicing by ensuring orders are complete and ready for billing.
• Generate and distribute operational and service reports.
• Record tools, keys, and assets assigned to technicians.

Skills

Clear communication

Organizational skills

Time management

Customer focus

Problem solving

Teamwork

Education

Post-secondary diploma/certificate in Administration

Courses in customer service/dispatching

Tools

Outlook

Excel

Word

SharePoint

Teams

JDE

Job description

ABOUT THIS CAREER OPPORTUNITY

Black & McDonald’s Calgary Service Team is growing! If you are a committed and collaborative professional looking to contribute to a hard-working, innovative team, this opportunity is for you.

Reporting to the Service Administration Supervisor, the Service Administrator/Dispatcher is responsible for coordinating and dispatching Service Technicians to support the daily operations of the Calgary Service Division. The role also provides administrative support through labour time entry, work order and purchase order administration, materials coordination, invoicing support, reporting, and backlog management. The Service Administrator/Dispatcher serves as a key liaison between field staff, office personnel, customers, and vendors, helping ensure the efficient delivery of service operations.

Duties and responsibilities include but are not limited to:

• Receive, prioritize, and coordinate customer service requests.
• Dispatch and schedule Service Technicians to support customer and operational requirements.
• Maintain the Service Technician on-call schedule and support after-hours service coordination as required.
• Create, update, and maintain work orders and purchase orders in accordance with company procedures.
• Process and post technician labor hours accurately and within required timelines.
• Coordinate the procurement of parts, materials, and subcontractor services required to support service activities.
• Monitor and manage work order backlogs, ensuring timely follow-up and completion of outstanding items.
• Support invoicing activities by ensuring work orders are complete, accurate, and ready for billing.
• Generate and distribute operational and service-related reports.
• Issue, track, and maintain records for tools, keys, and other assets assigned to Service Technicians.
• Maintain accurate records and data within company systems.
• Act as a liaison between field staff, office personnel, customers, vendors, and other internal departments.
• Provide administrative support to the Service Division and contribute to continuous process improvement initiatives.
• Perform other related duties as assigned.

COMPETENCY REQUIREMENTS:

• Change Orientation (open to change and the ability to identify where it is needed and how to make it happen)
• Communicates Effectively (verbally and in writing)
• Continuous Learning (ongoing effort to learn and contribute to the learnings of others)
• Customer Focus (understand the needs and perspectives of both internal and external customers)
• Holds Self and Others Accountable (take personal responsibility to meet commitments)
• Problem-Solving and Innovation (ability to approach problems logically and seek innovative solutions)
• Teamwork and Collaboration (work cooperatively and collaboratively with others)
• Values and Respects Others (encourages and supports diversity)

EDUCATION REQUIREMENTS

• Post-secondary diploma/certificate in Administration, preferred
• Additional courses in customer service and/or dispatching, a plus

WORK EXPERIENCE REQUIREMENTS

• Minimum 1 year experience in dispatching and administration
• Previous experience in the HVAC industry and Service Operations, preferred

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

• Ability to communicate clearly and effectively both verbal and written; must be able to relate to technicians or trades personnel, customers and co-worker needs in a professional manner
• A team player, committed to working in a quality environment
• Excellent organizational and time-management skills; able to multi-task and work individually
• Proficiency in Windows based environment with strong knowledge of Outlook, Excel and Word
• Knowledge of SharePoint, Teams, and other collaboration tools are an asset.
• Experience in JDE is an asset; high willingness to learn new systems
• Note: This is an in-office position. Additionally, our Calgary office is expected to relocate to Janet, AB in Spring 2027.

Please be advised that a Criminal Background Check and Professional Reference Check will be required as part of our employment screening and selection process. Additionally, all applicants must be legally entitled to work in Canada, unless otherwise stated in the job posting.

Black & McDonald welcomes and encourages applications from people with accessibility accommodation requirements. Accessibility accommodation is available upon request for candidates to take part in all aspects of the recruitment and selection process.

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