Service Coordinator

2 months ago

Vancouver, Canada Haakon Mechanical Services Full time

Established in 1983, Haakon Mechanical Services is a trusted provider in Metro Vancouver and Whistler, specializing in HVAC and Mechanical system service, maintenance, and renovations. Our diverse portfolio includes Commercial, Industrial, Institutional, and Multi-Unit Residential buildings. Committed to transparent service delivery, we employ lean principles to maximize client productivity. We've developed the innovative “ServAce” system and proactive “1 Step Ahead” approach. Our team of expertly trained technicians upholds professionalism, equipped with top-notch tools and ongoing training. We seek individuals with strong communication, organizational skills, and self-motivation. Join us to thrive within our supportive team environment.

**Overview**

**Key Responsibilities**

**Customer Communication and Dispatching**:

- Identify call-backs and respond appropriately, including rescheduling site appointments as necessary to meet customer needs.
- Assist in scheduling assignments for field teams and provide ongoing support by creating notices and setting reminders to maintain strong customer relationships.
- Oversee the coordination of equipment installation processes, from sending quotes to clients to scheduling equipment delivery and installations.

**Sea to Sky Customer Account Management**:

- Build and maintain strong relationships with our Sea to Sky customer base, acting as their primary point of contact for special requests and non-technical issue resolution.
- Customize our service offerings to align with the unique needs and preferences of Sea to Sky clients.
- Support budgeting and forecasting efforts by compiling and managing equipment inventory.
- Conduct regular inventory audits for service callouts and collaborate with the Business Development team to convert non-contracted customers to contracted clients, enhancing our service agreements.

**New Customer Setup and Service Inbox Management**:

- Efficiently set up new customers in our information system, including clients from Vancouver, ensuring all forms and entity creations are accurately completed.
- Manage the service inbox, triaging inquiries and either responding directly or forwarding them to the appropriate team member for resolution.

**Value-Add Conversations and Support**:

- Engage proactively in value-added conversations with customers, offering support and information on mechanical basics, budget analysis, and software demonstrations.
- Follow up on pre-maintenance quotes to ensure customer satisfaction and address any concerns or questions they may have.

**Customer Requests and Updates**:

- Provide detailed equipment lists, price breakdowns, and other support items to customers and internal teams.
- Ensure accurate and timely updates to changes in S2 profiles, including buildings, people, roles, contracts, and organizations.

**Sales & Marketing Support and Office Supplies Maintenance**:

- Assist in following up on preventative maintenance contract proposals, ensuring customers are informed and contracts are finalized.
- Participate in in-person events, including logistics and networking activities, to support our sales and marketing efforts.
- Maintain office supplies and inventory to ensure the team has the resources needed to operate efficiently.

**Additional Duties**:

- Participate in the on-call schedule, including after-hour emergency duties such as answering service calls, creating work orders, and dispatching technicians to address urgent issues.
- Perform other duties as assigned by management, contributing to the overall success and efficiency of the team.

**Key Qualifications**:

- Diploma in Business Administration, Communications, or a related field preferred.
- 3 to 5 years of experience in customer service, dispatching, or a similar coordination role strongly preferred.
- Experience in the service industry, particularly in equipment installation or maintenance, is highly desirable.
- Prior experience with customer account management and inventory control is advantageous.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Familiarity with CRM software and service management systems is a plus.
- Basic understanding of mechanical systems or willingness to learn.
- Excellent verbal and written communication skills.
- Ability to handle customer inquiries and complaints with professionalism and empathy.
- Ability to work collaboratively with field technicians, business development, and other team members.

**Compensation**:
We offer a competitive salary with generous benefits. We promote an open and inclusive environment in which our colleagues are encouraged to be collaborative and resourceful.
- We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, ancestry, place of origin, religion, family status, marital status, physical disability, mental disability, sex, age, sexual orientation, political belief, or conv

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