Regional Service Coordinator

Ainsworth Inc • Mississauga, ON

7d • Hybrid

About The Position

This position provides a high level of customer service support to meet internal and external customer requirements. Schedules, dispatches and coordinates technical field staff and works collaboratively with team members to ensure the administration of multiple back-office processes are executed accordingly to ensure the service delivery cycle flows accordingly and client KPI’s are met.

Requirements

• Post-secondary education in related area of study or equivalent.
• 2-4 Years of related experience dispatch experience preferably in the HVAC/Electrical/Building Automation industry but general service industry is acceptable. Actual hands on HVAC, Electrical or Building Automation experience is also ideal.
• Demonstrated ability to meet deadlines and prioritize a heavy workload.
• Proven systematic and organized approach to multi-tasking
• Demonstrates ability to work independently to complete assigned tasks with minimum supervision
• Ability to work under time constraints and adapt to change.
• Working knowledge of related computer applications, including the Microsoft Office Suite of programs (Word, Excel, PowerPoint) and Lotus Notes
• Service and customer orientated – Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way. Takes personal responsibility to correct customer’s problems. Corrects customer service problems promptly and non-defensively.
• Team Focus - Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working co-operatively with others, also gets people’s input to decisions/plans, and promotes team spirit. Shares

Responsibilities

• Maintain real time visibility to technician resources by leveraging and updating the schedule board
• Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets.
• Manage technician sign in and sign out protocols.
• Interface with customers and other departments (i.e. Customer Experience Centre and Regional Schedulers) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process. Ensure all changes are accommodated and approved.
• Assign and monitor workflow ensuring calls are dispatched to the appropriate tech 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 GDI Ainsworth & client KPI’s are observed, met and or exceeded.
• Update 3rd party portals with work statuses as required.
• Review completed work orders daily for completeness, work summaries, labour, client signatures, tasking etc. Acquire any missing information and or close for further reconciliation.
• Work with Technicians and Regional Schedulers 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 Business Unit Managers as required to ensure it does not exceed 60 days.
• Identify & Suggest opportunities for Process Improvements & efficiencies within department
• Sensitivity to confidential matters may be required
• Adhere to all company policies and procedures.
• Promote and perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
• Perform other duties as assigned by Management.

Benefits

• Comprehensive health, dental and medical benefits, including wellness supports
• RRSP matching
• Generous vacation
• Service milestones and peer recognition
• Employee Discounts and Incentives
• Hybrid working models, where applicable
• An inclusive organization that embraces diversity and belonging
• Work in a great team atmosphere with future potential for promotion within company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree