Job Title: Service Co-Ordinator
Location: Port Coquitlam, British Columbia, Canada
Reports To: Commercial Service Manager
We are looking for a highly organized and customer-focused Service Coordinator to join our growing team. In this role, you will be responsible for coordinating service operations, supporting field technicians, and ensuring an exceptional customer experience from initial service request through to completion.
As part of a growing service-focused organization, this role requires exceptional organizational and customer service skills, along with the ability to coordinate multiple priorities in a fast-paced environment. The ideal candidate thrives in a dynamic setting, demonstrates adaptability to changing customer and operational needs, and brings strong scheduling, communication, and problem-solving abilities to support efficient service delivery and an outstanding customer experience.
Responsibilities
- Serve as the primary point of contact for customers by answering incoming phone calls and emails professionally and courteously.
- Schedule and coordinate service calls, ensuring efficient dispatching of technicians based on priority, geographic location, skill set, and customer requirements.
- Enter and maintain accurate customer, service, and work order information within our field service management system (Service Fusion).
- Monitor daily technician schedules and workloads to ensure timely response and completion of service requests.
- Communicate regularly with technicians and customers regarding appointment updates, scheduling changes, and service status.
- Coordinate and track the procurement of materials and parts required for service work, including the creation of purchase orders.
- Review completed work orders for accuracy and completeness before invoicing.
- Generate invoices, process payments, and assist with the timely closure of service calls.
- Support Accounts Receivable activities by monitoring outstanding invoices, following up on overdue accounts, and assisting with collections efforts.
- Address customer inquiries related to billing, service documentation, and account status in a professional and solution-oriented manner.
- Identify scheduling conflicts or service issues and proactively implement solutions to minimize disruptions and maintain customer satisfaction.
Qualifications
- Previous experience in a Service Coordinator, Dispatcher, Customer Service, or Administrative role is preferred.
- Ability to manage multiple priorities and adapt to changing schedules in a fast-paced service environment.
- Strong organizational, problem-solving, and decision-making skills.
- Excellent communication and customer service skills, with the ability to manage high-pressure situations professionally.
- Ability to work effectively with continual interruptions while maintaining accuracy and attention to detail.
- Proficiency with scheduling, dispatching, or service management software is an asset.
- Ability to work independently while collaborating effectively with technicians, customers, and internal departments.
- Strong computer skills, including Microsoft Office applications.
Key Competencies:
- High attention to detail and commitment to accuracy.
- Ability to prioritize and execute efficiently under pressure.
- Continuous improvement mindset with a focus on process optimization.
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
