Service Coordinator

Ainsworth Inc; Mississauga; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Employee discounts

Career growth

Job summary

GDI Ainsworth in Mississauga, Canada, is seeking a Service Coordinator/Dispatcher to be the first contact between customers and field personnel. You will handle calls, troubleshoot and provide technical support when possible, then schedule service work and ensure technicians have all details needed to perform the job.

Responsibilities include coordinating maintenance and service contracts, triaging requests with the NOC, procuring materials, issuing purchase orders, and updating portals.

Qualifications

• 2-4 years of Dispatcher experience is an asset.
• HVAC and BAS knowledge is preferred.
• Proficiency with MS Office; Excel is essential.
• Excellent customer service and communication skills.
• Ability to work under pressure and exercise independent judgment.

Responsibilities

• Coordinate and manage preventative maintenance and service contracts.
• Triage and prioritize client service requests with NOC.
• Support execution of quoted work orders; procure materials and issue POs.
• Answer incoming service calls and log requests accurately.
• Prioritize, schedule, and dispatch work orders to technicians.
• Update customer portals and communicate work order status.
• Develop technician schedules based on urgency, location and skills.
• Support field staff and ensure service success.

Skills

Dispatcher experience

Customer service

MS Office

Excel

Bilingual (asset)

Independent judgment

Communication

Time management

Attention to detail

Education

Career college graduate

Tools

MS Office

Excel

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 GDI Ainsworth team today!

Job Summary

The Service Coordinator/Dispatcher is the initial point of contact between the customer and field personnel. Receiving calls by telephone, the Service Coordinator/Dispatcher will troubleshoot to identify the cause of the customer's concern, and if possible, provide technical support. In the event that the Service Coordinator/Dispatcher is unable to provide assistance, the individual will efficiently schedule service work, clearly inform field personnel of the servicing work to be done, and ensure field personnel have the required information to perform the work. The Service Coordinator/Dispatcher will also record accurately and in detail all work performed by field personnel, including the outcome.

Key Responsibilities

• Coordinate and manage the delivery of preventative maintenance and service contracts by interpreting contract requirements and scheduling internal technicians and third-party resources to ensure successful execution.
• Triage and prioritize client service requests in collaboration with the Network Operations Centre (NOC), assigning BAS Service Technicians based on urgency, workload, technical expertise, and geographic location.
• Support the execution of quoted work orders by coordinating materials procurement, issuing purchase orders, scheduling resources, communicating project updates to clients, and ensuring completion of all required closeout documentation.
• Answer incoming service calls promptly and log requests accurately
• Prioritize, schedule, and dispatch work orders to field technicians, ensuring timely service delivery.
• Update customer portals and communicate work order status as needed.
• Coordinate with customers and technicians to gather missing information and confirm service completion.
• Develop and manage technician schedules based on job urgency, location, and skill requirements.
• Support field staff and interface with internal teams to ensure service success.
• Review completed work daily for accuracy and completeness.
• Process technician payroll and assist with administrative duties as needed.
• Act as a customer advocate to resolve issues and improve service quality.
• Continuously improve scheduling and dispatch processes to enhance customer satisfaction.
• Follow all company policies, including safety and quality standards.
• Perform other duties as assigned by management.

Qualifications

• 2-4 years of experience as a Dispatcher is considered an asset.
• Knowledge of HVAC and BAS systems is preferred.
• Data Entry to Customer Web Portals
• Proficiency with MS Office applications; Excel is essential.
• Ability to follow and perform to customer guidelines
• Management of trades and subs to DNE guidelines
• Excellent customer service skills.
• Excellent verbal and written communication skills
• Attention to detail and multi -tasking
• Ability to exercise independent judgment and take initiative.
• Ability to work effectively under pressure.
• Graduate from a career college an asset.
• Demonstrated coordination, organizational, and interpersonal skills.
• Bilingual considered an asset, but not required.

The salary range is $65,000 - $75,000 per year. Actual salaries will vary based on factors such as education, experience, knowledge, skills, and abilities, as well as alignment with market data. The base salary is just one component of Ainsworth's total compensation package, which also includes additional rewards and benefits such as short-term incentives and health insurance, among others.

Why work at GDI Ainsworth?

Benefits

• Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation
• Service milestones and peer recognition plus Employee Discounts and Incentives
• An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

GDI Ainsworth 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.

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

GDI Ainsworth 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.