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.
Responsibilities:
Work shall include but not necessarily be bound by the following:
- Coordinate with clients and supervisors to dispatch field service technicians for daily service calls, project work, and preventative maintenance
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Coordinate scheduling and communication with internal and external clients, and field staff
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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
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Coordinate with internal departments to support the assignment and transfer of field assets
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Adhere to company policies, procedures, and business process standards
- Perform additional duties as assigned
Competency 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)
- Experience with large ERP systems (JDE considered an asset)
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Previous experience in the mechanical service industry (HVAC, plumbing, combustion, and electrical) and service operations is a strong asset
Education & Skill Requirements
- A Bachelor's degree in Business Administration or post-secondary diploma/certificate preferred
- 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
The expected salary range for this role is between $55,000 - $70,000 per year. The starting salary will be determined based on several factors such as the successful candidate's qualifications, including but not limited to education and experience. Base pay is one component of Black & McDonald's total rewards package. Total rewards vary by position and may include additional offerings such as group insurance benefits, pension plan, annual discretionary bonus, career development programs, and other HR programs.
Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.
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