Hardware & Software Service Coordinator

Grimco Canada Inc.•Toronto, ON

27d•Onsite

About The Position

The Hardware & Software Service Coordinator is responsible for managing and coordinating equipment, parts, and technician scheduling to support both current and prospective customer needs. This role ensures installations and service expectations are met while maintaining strong communication across customers, vendors, and internal teams. This position plays a key role in supporting Equipment Sales and Service teams by optimizing systems, improving processes, and identifying opportunities to increase efficiency and service delivery across all branches. The coordinator is also responsible for maximizing equipment and service opportunities, supporting sales growth, and maintaining long-term customer relationships.

Requirements

Completed post-secondary education from an accredited college or university
Valid driver’s license and access to a personal vehicle
Valid passport with ability to travel within Canada and the United States
Experience working with ERP and CRM systems
Strong customer relationship building and service skills
Ability to assess customer needs and provide tailored solutions
Effective verbal and written communication skills
Strong time management and organizational skills
Ability to manage multiple priorities with a sense of urgency
Detail-oriented with strong problem-solving abilities
Collaborative team player with strong interpersonal skills
Adaptable and comfortable working in a fast-paced environment
Proficient in Microsoft Office and general computer systems
Understanding of full service and sales cycle processes
Strong critical thinking and decision-making abilities
Ability to work independently while taking direction
Excellent communication and relationship-building skills
Strong attention to detail and follow-through
Commitment to continuous learning and business improvement
Positive attitude with a customer-first mindset

Nice To Haves

French language skills considered an asset
Experience using systems such as CSD, HubSpot, and Grimco.ca

Responsibilities

Monitor equipment orders inbox for scheduling, quotes, and accounting requests
Partner with accounting to resolve payment-related issues tied to installs and repairs
Support HubSpot requests related to parts, scheduling, and installations
Maintain and update equipment tracking reports and spreadsheets
Review unshipped orders and track monthly costs
Create service and system codes as needed
Bill service contracts monthly
Coordinate and schedule equipment installations and service calls
Verify completion of service calls and close SROs
Maintain daily communication with technicians to update schedules
Update customer and technician calendars based on shipments and service timelines
Ensure accurate documentation and tracking across systems
Coordinate communication between technicians, warehouse, shipping teams, and customers
Create SROs for service calls
Verify pricing and order parts required for service
Collect and verify payment for parts and service
Coordinate transfers and distribution of parts to technicians
Manage part room inventory including receiving, labeling, and tracking
Pick and return parts for service calls and maintain inventory accuracy
Audit and maintain stock levels for repair parts
Process invoices for completed SROs
Manage RMA process for returned parts
Support order changes, new part creation, and PO processing
Order equipment and submit purchase orders to vendor
Confirm and collect deposits or full payment from customers
Coordinate equipment delivery and track shipments
Schedule installations based on delivery timelines
Communicate with customers, sales teams, and technicians throughout the process
Receive, process, and prepare equipment for shipment
Follow up with customers post-installation
Notify internal teams when installations are complete
Submit serial numbers for warranty and finance purposes
Provide software activation codes and send installation surveys
Create and maintain quote templates