Service Coordinator

Armstrong Fluid Technology; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Armstrong Fluid Technology in Canada is seeking an experienced Field Service Administrator to support field service calls and warranty administration. You will collaborate with field technicians, customers, and sales to ensure timely service and accurate documentation.

Ideal candidates have a university degree, 3–5 years in service or customer support, and strong MS Office skills. French or Spanish is an asset; English proficiency essential.

Qualifications

• University Degree or equivalent.
• 3–5 years in a fast-paced service or customer service environment; HVAC experience is a bonus.
• Strong PC skills; Word and Excel are a must.
• Strong English communication skills, both verbal and written.
• Proficiency in French or Spanish is an asset.
• Creative problem-solving and conflict-management abilities.
• Team-oriented leadership with a proactive approach.
• Open and authentic communication in all situations.

Responsibilities

• Process Field Service Orders, Purchase Orders, and follow-up calls in a timely manner.
• Assist customers with equipment and field-related problems and offer solutions.
• Help create and maintain role-related workflows.
• Schedule field site visits with technicians or service providers.
• Maintain weekly, monthly and annual habits as scheduled.
• Comply with regional KPI response times.
• Process, approve and follow up on warranty claims and returns.
• Support Canada Service Manager with claims, quotes and post-service follow-ups.
• Collaborate with Production, Quality & Logistics to fulfill service orders.
• Support sales teams in after-sales activities and warranty services.
• Communicate findings and warranty exceptions to end users and stakeholders.
• Assist L1/L2 technical support with call logs and service requests.

Skills

English communication

Problem solving

Team leadership

Conflict management

Creative thinking

Education

University Degree or equivalent

Tools

Word

Excel

Job description

Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.

In this role, you will work closely with our field service technicians, customers, technical support and Sales teams to provide excellent customer and after-sales service, reporting to the Global Service Coordinator.

Key Accountabilities

Field Service Calls Administration

• Process Field Service Orders, Purchase Orders, and follow-up calls in a timely manner.
• Assist customers with equipment and field-related problems and offer economic solutions.
• Helps create and maintain role-related workflows.
• Schedule field site visits with internal technicians or service providers.
• Maintains weekly, monthly and annual habits as scheduled.
• Complies with responsiveness times per regional KPI’s.

Warranty Claims Administration

• Processes, approves and follows up on warranty claims and warranty returns.
• Assists with warranty returns and resolution by creating warranty return authorizations.
• Supports Canada Service Manager in following up with customer claims, quotes and post-service follow-ups.
• Participates in daily, weekly and monthly meetings for responsiveness improvement.

Cross-functional Activities

• Works closely with Production, Quality & Logistics teams to fulfill warranty and service orders.
• Supports sales teams in after-sales support activities, warranty or non-warranty services and reports.
• Communicates with end users on findings, recommendations from the field and warranty exceptions.
• Assists L1/L2 technical support in call logs, parts shipments and service requests.

What We’re Looking For

To Thrive In This Role, You Should Bring

• University Degree or equivalent.
• Three to five years of experience in a fast-paced service or customer service type environment is a requirement. HVAC experience would be an asset
• Strong PC Skills; Word and Excel are a must.
• Strong English communication skills, both verbal and written.
• Proficiency in French or Spanish is an asset.
• Creative problem-solving skills and the ability to manage conflicts within various organizational structures.
• The capability to simplify complex problems, conduct root cause analysis, and provide clear, well-thought-out recommendations.
• Team-oriented leadership skills with a proactive approach.
• An ability to communicate openly and authentically in all situations.

Why Armstrong Fluid Technology?

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we’ll build tomorrow’s solutions today.