Service Coordinator

1 month ago

Ottawa, Canada Dilfo Mechanical Full time

The Company
DILFO is proud to be trusted by the Ontario construction community to deliver the best for our client’s needs. We design, install, and provide maintenance for HVAC, heating, cooling, refrigeration, and plumbing systems for large scale projects across different industries. Our team of skilled individuals shares a vision of building with integrity and collaboration to bring quality and innovation to our work every day, and we are honoured to have been recognized by the Ottawa Business Journal as one of Ottawa’s Best Places to Work 2023.
At DILFO, our company values serve as the cornerstone of our operations and guide every interaction with our clients. When representing DILFO, you embody our Core Values of Teamwork, Trust, Integrity, Quality, and Innovation, ensuring that our commitment to excellence is consistently reflected in all aspects of our work. By upholding these values, we cultivate strong partnerships, foster a culture of collaboration, and strive for continuous growth and innovation in everything we do.

The Team
DILFO has a strong team culture that heavily invests in employee wellness and our community. We host regular social events including Pub nights, golf day, pizza Fridays, and more. We are extremely invested in our local community, partnering with the YMCA for the Cycle for Strong Kids annually, donating to the Ottawa Food Bank, and donating to charities our employee’s support.

The Role
The Service Coordinator is the hub for connection between our clients, our service technicians, account managers and other office staff. We are looking for someone who prides themselves on client service, organization, attention to detail, reliability and can handle a fast-paced atmosphere.
As a Service Coordinator, you are involved in all day-to-day operations as a critical connection between our clients and our service technicians. You field initial calls from existing and new clients calling our service line and can understand technical information that helps you to analyze what’s needed for the job to schedule the right technician for the job. You work with clients who are requesting emergency service and help reassure them that DILFO can meet their needs.

**Key Tasks**:With Clients**:

- Determine severity of client concern and prioritize response with appropriate technician to resolve issue;
- Respond to clients’ basic technical questions, including estimating the amount of time a job should take to ensure scheduling is appropriate for the client;
- Proactively provide follow-ups to clients regarding outstanding requests or purchase orders; and
- Enter service information and updates directly into clients’ systems.

**With Technicians**:

- Communicate clearly with technicians to ensure they know and understand the details of the job;
- Manage efficient scheduling to ensure they are onsite at client location on time and with the appropriate tools and materials;
- Ensure service reports are completed to DILFO standards and attached to work orders;
- Verify work orders are complete and accurate and process for billing; and
- Solve minor scheduling problems when they arise and identify discrepancies in paperwork to minimize errors.

**In the Office**:

- Communicate effectively with all internal stakeholders and update software with required information;
- Send quotations and recommendations to clients;
- Ensure work order statuses are updated in a timely manner to assist with billing cycle, both internally and in client systems as needed;
- Create Purchase Orders and distribute internally as needed; and
- Manage material purchases and ensure requests to in-house fabrication shops are done in time to prevent material shortages on jobs and using the appropriate PO system.

**Key Competencies**:

- Client focus
- Continuous learning
- Resilience and patience with clients
- Planning, organizing & prioritizing activities.
- Written and verbal communication
- Attention to detail
- Problem solving
- Teamwork and collaboration
- Analytical skills

**Relevant Experience**:

- High School Diploma
- Experience in a Service Coordinator role or similar experience considered an asset
- Experience in the HVAC industry considered an asset
- Relevant College diploma considered an asset

**Knowledge and Technical Skills**:

- Basic knowledge of HVAC services, types of equipment and their function considered an asset

We thank all applicants for their interest in working at DILFO; only those identified for further consideration will be contacted.
Accommodations for disabilities are available, where needed, upon request.
DILFO does not accept and is not responsible for any fees related to unsolicited résumés from recruitment agencies. Recruitment agencies should not submit resumes in response to this posting to DILFO employees or any associated company location.

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