About GBS Foodservice Equipment Inc.
GBS Foodservice Equipment Inc. is a leading distributor of commercial foodservice equipment, serving restaurants, grocery chains, hotels, institutions, and commercial kitchens across Canada. Based in Oakville, Ontario, our service department supports installations, repairs, preventative maintenance, and warranty work on a wide range of commercial kitchen equipment including cooking, refrigeration, warewashing, and ventilation systems.
The Opportunity
We are looking for an experienced Service Dispatch Coordinator to join our service operations team. This is a dedicated dispatch and service coordination role — you will be the central point of contact between our customers, service technicians, parts suppliers, and warranty departments, ensuring service calls are triaged, scheduled, tracked, and resolved efficiently.
This role is ideal for someone with experience in service dispatch, technical coordination, or parts management who thrives in a fast-paced environment and knows how to keep multiple priorities moving at once.
What You Will Do
Dispatch & Scheduling
- Receive, triage, and prioritize incoming service requests via phone, email, and customer portals
- Dispatch and schedule service technicians across Southern Ontario based on location, urgency, skill set, and availability
- Monitor daily technician schedules and adjust dispatching in real-time to accommodate emergency calls, cancellations, and schedule changes
- Communicate ETAs, scheduling updates, and service status to customers throughout the service process
- Coordinate after-hours and on-call service coverage as needed
Phone-Based Service Support
- Field incoming service calls from customers experiencing equipment issues
- Gather diagnostic information from customers to assist technicians with pre-arrival troubleshooting
- Provide basic phone-based troubleshooting guidance to customers where appropriate, escalating to technicians when needed
- Act as the primary point of contact for customers from initial call through to service resolution
Parts Coordination
- Identify, source, and order parts required for service work
- Track parts orders and deliveries to ensure technicians have what they need before arriving on-site
- Coordinate with parts suppliers, manufacturers, and the warehouse team on availability, lead times, and backorders
- Maintain accurate parts records tied to service calls and customer equipment
Warranty Administration
- Process warranty claims and coordinate approvals with manufacturers
- Maintain warranty documentation including proof of purchase, serial numbers, and service records
- Track warranty claim status and follow up with manufacturers on outstanding claims
- Ensure warranty work is properly documented and coded for accurate billing and reporting
Records & Reporting
- Maintain accurate and up-to-date service records, call logs, and customer equipment files
- Track service call metrics including response times, completion rates, and open work orders
- Assist with service reporting and data tracking for management review
- Support continuous improvement of dispatch workflows and internal processes
Qualifications
Required:
- 2+ years of experience in service dispatch, service coordination, field service scheduling, or a similar role
- Strong phone presence — comfortable handling high call volumes, gathering technical information, and communicating with customers under pressure
- Excellent organizational skills with the ability to manage multiple service calls, technicians, and priorities simultaneously
- Strong attention to detail, particularly around parts ordering, warranty documentation, and service records
- Proficient with Microsoft Office Suite, especially Excel (lookups, filtering, tracking spreadsheets)
- Clear written and verbal English communication
- Ability to work independently, stay on top of recurring tasks, and follow through without being managed closely
Preferred:
- Experience in the commercial foodservice, HVAC, mechanical, or industrial equipment service industry
- Experience with ERP systems, service management software, or CRM platforms
- Experience with QuickBooks or accounting software (invoicing, sales orders, billing documentation)
- Familiarity with parts ordering, inventory systems, and supplier coordination
- Understanding of warranty claim processes and manufacturer coordination
- Experience reading or interpreting basic equipment documentation (model numbers, serial numbers, parts diagrams)
- Knowledge of service dispatch logistics including routing, technician scheduling, and emergency prioritization
What We Provide
- Competitive salary starting at $54,500, based on experience
- Extended health care, dental, life insurance, and AD&D
- Performance-based bonus opportunities
- Vacation and paid sick days
- Training and professional development
- Supportive, family-owned work environment
Working Conditions
- In-office position at our Oakville head office, Monday to Friday
- Fast-paced service environment with high phone and email volume
- You will work closely with the Service Manager, Parts & Service Manager, service technicians, and other departments
Why GBS?
GBS is a family-owned business that has been serving the Canadian foodservice industry for decades. Our service team is the backbone of our operation, and this role is critical to keeping it running smoothly. We invest in our people, value reliability and initiative, and maintain a culture that puts family first.
GBS Foodservice Equipment Inc. is an equal opportunity employer. We provide accommodation in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Pay: From $54,500.00 per year
Work Location: In person
