Service Coordinator

Ainsworth Inc; Ottawa; Hybrid; CAD 45,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Wellness supports

RSP matching

Generous vacation

Hybrid work model

Job summary

GDI Ainsworth is seeking a Service Coordinator/Dispatcher to be the first point of contact for customers and field personnel, troubleshoot issues, schedule service work, and document outcomes. The role entails coordinating with field teams, managing work orders, and ensuring timely maintenance tasks while contributing to a total compensation package that includes health benefits.

Ideal candidates have 3–5+ years in dispatch, are bilingual in English and French, and demonstrate strong

Qualifications

• 3–5+ years dispatch experience
• Bilingual English and French is an asset
• Service- and customer-oriented mindset
• Ability to organize information and schedules
• Ability to communicate clearly and set expectations
• Written communication is imperative to document actions
• Ability to identify problems proactively and take action
• Critical thinking to evaluate options
• Active listening to understand needs and respond appropriately
• Reliable, responsible and dependable, with good self-control

Responsibilities

• Monitor daily workload of all service requests and assign work accordingly
• Receive customer requests via calls or email and provide appropriate information
• Create and track work orders for incoming requests
• Follow up on work orders and ensure customer satisfaction
• Prioritize call types and escalate when needed
• Follow up on quotes and ensure timely completion after approval
• Ensure preventive maintenance is scheduled within 45 days of creation
• Monitor all ongoing work and coordinate field technicians
• Provide documentation and support for preventative maintenance and services
• Adapt to changing priorities and assist teammates as needed
• Reconciling invoices from suppliers and providing admin support to call centre

Skills

Dispatch experience

Bilingual EN/FR

Customer service

Time management

Communication

Problem solving

Attention to detail

Job description

If you thrive in a team-oriented workplace that challenges your skills, 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. Salary range is $45,000 to $75,000 per year. The base salary is one component of the total compensation package, which includes additional rewards and benefits such as short-term incentives and health insurance.

Key Responsibilities

• Monitor daily workload of all service requests to ensure the suppliers have the appropriate level of work assigned to them for completion/resolution
• Receiving calls or electronic mail requests from customers for various reasons related to service, maintenance, billing, daily operations
• Create work orders for requests on all incoming calls, e-mails and complete calls
• Follow up on work orders in progress and ensure customers satisfaction
• Strong understanding as to how to prioritize call types and raise visibility or escalations when necessary
• Responsible for following up on quotes as required and once approved, are done in timely manner
• Ensure maintenances are done within 45 days from the month they are created
• Daily monitoring of all work in progress
• Responsible for scheduling of preventive maintenances in advance and confirming dates with the customer
• Responsible for providing follow up and supportive documentation for preventative maintenances and services as completed by the field technicians, including the monitoring of timely completion of all dispatched work
• Ability to manage constantly changing priorities and adapt to business needs and requirements
• Assist co-workers with day-to-day operations and set up schedules
• Reconciling of all invoices received from Suppliers
• Includes administrative support for call centre on a regular basis as directed

Qualifications

• 3-5+ years dispatch experience in service
• Bilingual – English and French (written and spoken) is an asset
• Service and customer orientated – Actively looking to help people
• Ability to organize information & schedules in a structured and logical way
• Ability to communicate clearly and set expectations with internal and external personnel
• Written communication is also imperative and the ability to document information and instructions, so others understand the course of action taken/required
• Ability to identify problems proactively and take action
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Active Listening – giving full attention to what other people are saying, taking time to clarify and understand the points being made, asking questions as appropriate
• Job requires being reliable, responsible, and dependable, and fulfilling obligations
• Attention to Detail – Job requires being careful about detail and thorough in completing work tasks
• Self-Control – Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations

This posting is for an active and current vacancy; interested applicants are encouraged to apply as soon as possible.

Why Work at GDI Ainsworth

Benefits

We offer a wide variety of benefits including comprehensive health, dental and medical benefits, 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; future potential for promotion within the company.

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

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