Bilingual Service Coordinator

1 week ago

Dorval, Canada Gunnebo Canada, Inc. Full time

**Must be located in Canada to submit your resume. We are unable to accept overseas applicants at this time.**

As a BILINGUAL Branch Administrator & Dispatcher, your primary role is maintaining optimal office operations, supporting the branch with day-to-day administrative and dispatching tasks. This position is best suited for an independent worker who thrives in a support capacity. The Branch Administrator & Dispatcher must have strong communication skills, multitasking skills, and organizational skills to complete their job duties in an effective manner. This position is vital for the smooth running of the technician's daily schedule and the branch.

**Position Responsibilities and Duties**:

- Assess and assign priority to the work order according to urgency and importance
- Provide field technicians with information about orders and requirements. Ensure all relevant customer procedures and site-specific information is on work orders provided to Service Technician.
- Assign and monitor service orders ensuring calls are dispatched to the appropriate tech with the right skillset in the right geography. Create schedules that result in optimal utilization of Technician resources
- Dispatch service calls in a timely manner and according to predetermined schedules and work orders or as required due to emergency situations.
- Utilize and dispatch subcontractors when required
- Monitor daily technician workload to ensure the field techs have the appropriate level of work assigned and are executing as schedules as designed.
- Resolve work-related problems and prepare and submit progress and other reports
- 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 and service branch administration by leveraging and updating the work order & dispatching system. Maintain logs and records of calls, activities, and other information
- Support the regional team or other shared services teams as required to ensure the work order life cycle is smooth and internal & external client needs are met
- Review completed work orders daily for completeness, work summaries, labour, client signatures, parts, etc. Acquire any missing information and or close for further reconciliation.
- Manage customer orders from Key Room for on-site service completion
- Schedule annual inspections, preventative maintenance, recurring jobs, and projects
- Ensure all SLA’s & KPI’s are observed, met, and or exceeded.
- Monitor all work in progress (WIP) and work with technicians and Managers/ Supervisors as required to ensure it does not exceed 30 days.
- Other duties as assigned

**Reporting**:You will report directly to and take direction from the Branch Manager of the area for which your services are provided. From time to time, you may be required to modify said schedule based on urgent service requirements from local clients. Each territory may have unique clients with specific needs and must be considered at all times.

**Experience requirements**:

- 2 years of proven office administration is required
- 2 years of proven experience in a fast-paced dispatch environment is preferred.

**Knowledge / Education requirements**:

- FRENCH AND ENGLISH ARE MANDATORY
- Must be located in Canada. We are unable to accept overseas applicants at this time.
- Min high school grad / post-secondary education preferred
- Understanding of Windows Office products Excel, Word, Access,
- Experience in Sage 300 & GPS software is an asset
- Active listener with excellent communication skills, verbal and written
- Ability to adapt to change
- Ability to work in a fast-paced environment
- Organization and detail orientated
- Knowledge of the geographic region you are dispatching for, use of Google maps - A MUST.
- Basic knowledge of Locksmithing / Security is an asset

**Personality requirements**
- Work well within a team, able to perform under pressure,
- Firm but fair approach
- Someone who believes in customer service
- Sound judgment, critical and forward thinker

**Please note**:Gunnebo provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or medical need, please contact the HR Department so that arrangements can be made for the appropriate accommodations.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Wellness program

Schedule:

- Monday to Friday

**Experience**:

- Administrative: 2 years (preferred)
- Dispatch: 2 years (preferred)

**Language**:

- French (required)

Ability to Commute:

- Dorval, QC H9P 2S6 (required)

Work Location: In person

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