Service Coordinator

About Us:

Global Mechanical is a well-established residential and commercial contracting company specializing in HVAC, plumbing, and electrical services. We take pride in our commitment to excellence, and our strong field staff is dedicated to delivering top-notch service to our valued customers. With a small yet dynamic office and a supportive team, we’re poised for growth and success. Our financial operations are streamlined through QuickBooks for accounting and Smart Service for dispatch and invoicing.

Job Description:

We are looking for a dynamic individual to join our team as Service Coordinator. This position provides a high level of customer service support to meet internal and external customer requirements. The Service Coordinator is responsible for organizing, dispatching, and coordinating technical field staff. Collaborating with team members, they ensure the smooth execution of multiple back-office processes to maintain a seamless service delivery cycle and meet client needs. This position fully supports the Service Operation team and provides the field technicians with the necessary tools and information required to deliver on the expectations of our clients.

Key Responsibilities:

• Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets
• Maintain real time visibility to technician resources by leveraging and updating their schedules
• Collaborate with customers and internal departments to facilitate the successful completion of requests, resolve service issues throughout the delivery process, and ensure timely accommodation and approval of all changes
• Assign and monitor workflow ensuring calls are dispatched to the appropriate technician with the right skillset in the right geography
• Resolve any obstacles immediately using established protocols or other creative resolution options through troubleshooting or relaying calls to a level 2 technician to expedite resolution
• Ensure all Global client needs are observed, met and or exceeded
• Supervise the daily workload of the team and technicians, ensuring that field technicians are assigned an appropriate level of work and are executing tasks according to the designated schedules
• Daily review of completed work orders for completeness, including work summaries, labor details, client signatures, tasking, etc., and obtaining any missing information or closing for further reconciliation as necessary
• Provide daily follow up and supporting work order documentation for all completed work orders to clients
• Work with technicians and Service Manager to ensure maintenances and quoted repairs are completed within the month they are scheduled
• Monitor all work in progress (WIP) and work with technicians and Service Manager as required to ensure it does not exceed 60 days
• Ensure that all special safety protocols, customer procedures, and site-specific information are included on work orders provided to service technicians, and verify that equipment and material lists are complete and documented
• Follow up with internal and external customers and technicians when additional information is required, including documentation of service work performed
• Collaborate with reconcilers to address technician issues, identify, trend, and validate process or people gaps, working directly with technicians to close these gaps and escalating as necessary
• Act in a professional manner to reflect positively on Global Mechanical
• Identify and suggest opportunities for process improvements and efficiencies within departments
• Sensitivity to confidential matters may be required
• Ensure Technicians are 100% billable
• Adhere to all company policies and procedures
• Perform other duties as assigned by Management

Qualifications:

• At least one (1) year of previous Service Coordinator/dispatching experience
• At least one (1) year of customer service experience
• Previous work experience in the mechanical contracting industry considered an asset
• Experience with QuickBooks Desktop and/or Smart Service considered an asset
• Proficient with the use of Microsoft Excel
• Exceptional written and oral communication skills
• Detail-oriented with excellent organizational skills
• Ability to thrive in a dynamic, small-office environment
• Self-motivated with an ability to work under minimal supervision
• Eagerness to contribute to the success and growth of our company

Why Join Our Team:

• Room to Grow: Be part of a company with growth potential, where your career can flourish
• Great Team: Work alongside supportive colleagues who are passionate about what they do
• Stability: Join a well-established company with a strong reputation in the industry
• Dynamic Environment: Experience the excitement of a small office with big aspirations
• Competitive Compensation: We offer competitive pay and benefits

If you’re ready to take on this exciting role and contribute to the success of Global Mechanical, we invite you to apply. Join us in delivering exceptional service to our valued customers while being part of a team that values your expertise and dedication.

Global Mechanical is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Please submit your resume and a cover letter detailing your relevant experience and why you’re excited to join our team.

Job Type: Full-time

Salary: $18.00-$23.00 per hour

Expected hours: 40 per week

Benefits:

• Company pension
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Language:

• Fluent English (required)

Ability to Commute:

• Winnipeg, MB R2G 1C2 (required)

Work Location: In person