Service Coordinator

5 months ago

Burlington, Canada O'Dell Associates Full time

**Service Coordinator**
- Full-time Permanent
- Business hours (8:00am - 5:00pm)
- Hybrid work environment
- Flexible "home" office location: London, Waterloo or Burlington

O’Dell Associates is a well-established heating, ventilating, and air conditioning (HVAC) company that works across Ontario with engineers, building owners, mechanical and sheet metal contractors in both commercial and industrial settings. We deliver HVAC solutions to customers within Ontario, with a diverse line-up of world-class products.

Reporting directly to the VP Sales, the Service Coordinator primarily supports the service technicians in Southwestern Ontario. This role will coordinate and dispatch service cases, assist with quotations, and oversee division administration.

**Daily responsibilities may include, but are not limited to the following**:

- Oversee and coordinate maintenance and service work schedules to ensure new sales orders and service cases are completed in a timely manner. Liaise with sales team to determine urgency and inform scheduling.
- Assist technicians with quotes for service, maintenance, and or repair work
- Manage and maintain recurring service and calibration calendar. Create and dispatch service cases to technicians in a timely manner to ensure work is completed.
- Review and verify completed work orders with technicians to ensure information is accurate for invoicing
- Collaborate with technicians, Branch Manager, and/or Sales Team to effectively resolve invoicing issues
- Assist technicians with transferring site notes, commission details, etc. to ERP system to sustain paperless work environment.
- Support warranty documentation and communication with both internal sales and external vendors as required to mitigate costs to O’Dell
- Develop and maintain good working relationship and effective lines of communication with technicians and customers
- Manage all services cases, updating regularly to maintain up to date record of service technician workload.
- Coordinate with service technicians to ensure timesheets and reporting practices are followed within cases and sales orders.
- Coordinate billing details with accounting department to facilitate accurate billing practices.
- Assist with procurement of service & maintenance parts as required

**Qualifications & Experience**
- Successful completion of a post-secondary education coupled with 3-5 years’ service coordination experience within a similar industry.
- Advanced knowledge of MS Office Suite, with in-depth knowledge of Excel is essential
- Experience with Netsuite is considered an asset
- Excellent customer service skills with the ability to communicate important information effectively to service technicians, management, and customers.
- Strong organizational skills with the ability to prioritize tasks in a fast-paced environment
- Good attention to detail to ensure invoices sent to customers are accurate
- A keen learner and a self-starter with the ability to innovate and suggest process improvements
- Possess a strong work ethic and initiate effective teamworw

**Here's what else you'll enjoy**
- Comprehensive benefits package
- Profit sharing based on company performance
- RRSP contribution plan
- Vacation time negotiable depending on experience
- Christmas & New Year holiday closure
- Company sponsored professional associations

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