Service Coordinator/Dispatcher

Black & McDonald Limited•Markham, ON

3d•CA$55,000 - CA$70,000•Onsite

About The Position

Reporting to the Client Services Supervisor, the Service Coordinator/Dispatcher is responsible for handling all aspects of administration related to service operations including opening, dispatching, and closing work orders, as well as preparing invoices and creating purchase orders. You will enter all data to complete work orders and provide support to colleagues in the projects sales team, maintenance sales, field staff, payroll, and the accounts payables departments. The Service Coordinator/Dispatcher also makes adjustments, resolves issues, tracks information, and handles customer enquiries. We rely on team work to accomplish our goals; therefore, you will be expected to respond to both internal and external customer enquiries related to our service business as needed. Safety is our number one goal at Black & McDonald, so adherence to all safety requirements is a must in this role.

Requirements

Maintains a professional demeanor with employees, vendors, subcontractors, and clients
Remains composed under pressure, effectively managing challenges with a positive attitude
Demonstrates a positive attitude and supports team motivation and success
Adaptable and open to change, readily adopting new practices
Holds self and others accountable for performance and outcomes
Applies logical thinking to solve problems and develop innovative solutions
Communicates clearly and effectively, both verbally and in writing, with all levels of an organization and external stakeholders
Understands and responds to the needs of internal and external customers
Promotes teamwork, collaboration, and an inclusive, respectful work environment
Works independently with minimal supervision and takes ownership of tasks through to completion
Demonstrates strong organizational, time management, and multitasking skills
Produces clear, polished written communication with strong attention to detail and proofreading skills
Proficient in Microsoft Office and PDF editing tools (e.g., Foxit, Adobe Acrobat)
2 years of experience using a computerized maintenance management work order system in a facilities maintenance or closely related environment
1 year of experience in a dispatch centre

Nice To Haves

Experience with large ERP systems (JDE considered an asset)
Previous experience in the mechanical service industry (HVAC, plumbing, combustion, and electrical) and service operations is a strong asset
A Bachelor’s degree in Business Administration or post-secondary diploma/certificate preferred

Responsibilities

Coordinate with clients and supervisors to dispatch field service technicians for daily service calls, project work, and preventative maintenance
Coordinate scheduling and communication with internal and external clients, and field staff
Ensuring effective communication with the B&M Central Call Centre
Respond promptly to customer inquiries, investigating and resolving issues as required via phone and email
Create, schedule, and manage service calls, project work, and preventative maintenance work orders to ensure timely completion
Maintain and operate the CMMS, including equipment records, work order tracking, and system accuracy
Maintain organized electronic and hardcopy filing systems
Prepare safety documentation and required municipal/government forms (e.g., permits, Form 1000, Notices of Project) as needed
Assist with administrative functions and ensure compliance with documentation and legislative requirements
Monitor compliance with safety procedures, including the Working Alone policy
Process weekly payroll entries and verify technician expenses
Support onboarding of new customers and vendors
Prepare and distribute operational reports as required
Develop and maintain the annual on-call rotation schedule, tool inventory, and daily schedule
Coordinate with internal departments to support the assignment and transfer of field assets
Adhere to company policies, procedures, and business process standards
Perform additional duties as assigned