Service Coordinator

Primary responsibilities

• Technician scheduling

  • Set each technician’s schedule as far in advance as possible.
  • Make sure the materials, equipment, and everything else needed for each call are ready and properly labelled.
  • Prepare the purchase orders (POs) needed for the next day’s calls the day before.

• Service report review

  • Read and analyze each report the day after the calls.
  • Spot urgent issues and upcoming work.
  • Identify materials to order.
  • Follow up with customers.

• Customer calls and requests

  • Answer phone calls and call customers back promptly.
  • Handle emails in the service inbox and follow up with customers quickly.
  • When a technician is needed on site, schedule the visit within a maximum wait time of 24 hours (or as set out in the service agreement).

• Pricing requests

  • Submit all pricing requests no later than the day after maintenance visits or service calls.
  • Make sure quoted products match the original request.
  • Make sure materials and equipment parts received at the warehouse are accurate.

• Emergency management

  • Adapt quickly in urgent situations.
  • Reorganize the schedule according to priorities to meet customer needs.

• Warehouse management

  • Make sure materials are properly labelled and stored.
  • Keep the warehouse clean and orderly.
  • Keep consumable supplies stocked.
  • Ensure efficient material turnover (filters, contactors, etc.).

• Returns and warranties

  • Return unused materials at least once a week.
  • Return materials under warranty at least once a week.
  • Track warranty returns through to reimbursement using a reminder system.

• Tool management

  • Manage tools optimally.
  • Make sure the tools in each service truck are properly labelled according to the tool classification system.

• General management

  • Keep the list of technicians on duty and on vacation up to date.
  • Monitor material price changes and update Progression Live accordingly.

Skills and aptitudes

• Courtesy, customer service skills, and ease on the phone
• Excellent organization and planning skills
• Ability to manage priorities and stay calm in emergencies
• Thoroughness, attention to detail, and strong follow-through
• Autonomy and team spirit
• Good command of computer tools (Office suite, Progression Live, or similar software)
• Spoken and written French; functional English is an asset

Education and experience

• DCS (DEC) in administration, logistics, or a related field, or equivalent experience
• Two to three years of experience in service coordination, dispatch, or logistics
• Experience in ventilation or HVAC is an asset