Service Coordinator

Black & McDonald; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading service provider in Ottawa is looking for a full-time Service Coordinator. This role involves coordinating technical staff and ensuring high levels of customer service. The ideal candidate will have 2-4 years of dispatching experience, strong communication skills, and proficiency in Microsoft Office. The position emphasizes teamwork and efficiency in service operations.

Qualifications

• 2-4 years of experience in dispatching or service operations.
• Ability to obtain and hold security clearance.
• Excellent verbal and written communication skills.

Responsibilities

• Coordinate project, service, and maintenance work.
• Manage the schedule board and workflow for dispatching.
• Ensure compliance with safety and customer procedures.

Skills

Communication

Customer service

Teamwork

Organizational skills

Education

Post-secondary education in Office Administration

Tools

Microsoft Office applications

Job description

ABOUT THIS CAREER OPPORTUNITY

Black & McDonald is seeking a full-time Service Coordinator in Ottawa, Ontario. If you are an independent, enthusiastic, and driven professional searching for an opportunity to build a solid foundation for your career, this position is for you. The Service Coordinator provides a high level of customer service support to meet customer requirements and is responsible for coordinating technical field staff. This position works collaboratively to ensure administration processes are executed accordingly and the delivery cycle for service and projects meet client requirements.

Duties and responsibilities include but are not limited to the following:

• Coordinate the completion of scheduled and unscheduled project, service and maintenance work.
• Updating the schedule board.
• Manage sign in and sign out protocols.
• Interface with customers and other departments to ensure successful completion of requests and resolution of service issues.
• Assign and monitor workflow ensuring work is dispatched appropriately.
• Monitor daily team and technician workload and ensure work is assigned appropriately.
• Conduct daily review activities to ensure real time work summaries and labour tracking are completed.
• Update 3rd party portals with work statuses as required.
• Review work orders daily for completeness, work summaries, labour, client signatures, tasking, etc. Action any missing information.
• Provide follow up and supporting work order documentation for all completed work orders to clients daily.
• Work with technicians to ensure maintenances and quoted repairs are completed within the month they are scheduled.
• Ensure all relevant special safety, customer procedures, and site-specific information is on work orders provided to Service Technician. Ensure equipment and material lists are complete and recorded in Field Service Management System.
• Follow up with internal and external customers and technicians when additional information is required, including documentation of work performed.
• Identify & Suggest opportunities for Process Improvements & efficiencies within department.

COMPETENCY REQUIREMENTS

• Communicates Effectively
• Customer Focus
• Teamwork and Collaboration
• Values and Respects Others

WORK EXPERIENCE REQUIREMENTS

• 2-4 years’ related experience in dispatching or service operations, preferably in the HVAC, electrical, or building automation industry

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

• Must be able to obtain and hold security clearance.
• Post-secondary education in a related field such as Office Administration or relevant experience
• Proficiency in the use of Microsoft Office applications (Word, PowerPoint, Excel, Outlook etc.)
• Excellent verbal and written communication skills
• A team player, committed to working in a quality environment

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

If you are an existing Black & McDonald employee, please notify your supervisor of your interest and intent to apply before applying.