Dispatcher/service Coordinator

7 months ago

Greater Sudbury, Canada Ainsworth Full time

**If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth team today**

**Position Summary**:
Ainsworth is looking for a Dispatcher/Service Coordinator to support our dynamic fast-paced Sudbury team. Schedules, dispatches, and coordinates technical field staff and works collaboratively with team members to ensure the administration of multiple back-office processes are executed accordingly to ensure the service delivery cycle flows accordingly and client KPIs are met.

**Key Responsibilities**:

- Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets.
- Maintain real-time visibility to technician resources by leveraging and updating the schedule board.
- Manage technician sign-in and sign-out protocols.
- Interface with customers and other departments (i.e., Customer Experience Centre and Regional Schedulers) as necessary to ensure the successful completion of requests and resolution of service issues identified throughout the service delivery process. Ensure all changes are accommodated and approved.
- Assign and monitor workflow ensuring calls are dispatched to the appropriate tech with the right skill set in the right geography.
- Resolve any obstacles immediately using established protocols or other creative resolution options through troubleshooting or relaying calls to a level 2 technician to expedite resolution.
- Review completed work orders daily for completeness, work summaries, labor, client signatures, tasking, etc. Acquire any missing information and or close for further reconciliation.
- Work with Technicians and Regional Schedulers to ensure the maintenance and quoted repairs are completed within the month they are scheduled.
- Monitor all work in progress (WIP) and work with technicians and Business Unit Managers as required to ensure it does not exceed 60 days.
- Identify & Suggest opportunities for Process Improvements & efficiencies within department.

**Qualifications**:

- Post-secondary education in related area of study or equivalent.
- 2-4 Years of related experience dispatch experience preferably in the HVAC/Electrical/Building Automation industry but general service industry is acceptable. Actual hands-on HVAC, Electrical or Building Automation experience is also ideal.
- Demonstrated ability to meet deadlines and prioritize a heavy workload.
- Proven systematic and organized approach to multi-tasking.
- Demonstrates ability to work independently to complete assigned tasks with minimum supervision.
- Ability to work under time constraints and adapt to change.

**Why work at Ainsworth?**

Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

- **_ Benefits: _**_Comprehensive_ health, dental and medical benefits, including wellness supports, RRSP matching and generous vacation
- **_ Growth: _**_In-house_ training and development, access to LinkedIn Learning and other professional development opportunities, Employee performance-based bonus program, where applicable
- **_ Rewards: _**_Service_ milestones and peer recognition plus Employee Discounts and Incentives
- **_ Flexibility: _**_Hybrid_ working models, where applicable
- **_ Diversity: _**_An_ inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

Ainsworth is an integrated multi-trade company, offering an end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country **Join us. Make a difference**.

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