Regional Dispatch Service Coordinator

6 months ago

Ottawa, 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**:
This position provides a high level of customer service support to meet internal and external customer requirements. 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 delivery cycle for service and projects flow accordingly and client KPI’s are met.

**Key Responsibilities**
- Coordinate the completion of scheduled and unscheduled project, 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) as necessary to ensure 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 work is dispatched to the appropriate tech with the right skillset 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
- Ensure all Ainsworth & client KPI’s are observed, met and or exceeded.
- Monitor daily team and technician workload ensure the field techs have the appropriate level of work assigned and are executing as schedules as designed.
- Daily review of technician activities to ensure real time work summaries and labour tracking are completed
- Update 3rd party portals with work statuses as required.
- Review completed work orders daily for completeness, work summaries, labour, client signatures, tasking etc. Acquire any missing information and or close for further reconciliation.
- Provide follow up and supporting work order documentation for all completed work orders to clients daily.
- Work with inside sales to ensure all recommendations are submitted in a timely manner by the field staff.
- Work with Technicians to ensure maintenances 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.
- Ensure all relevant special safety, customer procedures, and site-specific information is on work orders provided to Service Technician. Ensure equipment and material lists are complete and recorded in Field Service Management System.
- Follow up with internal and external customers and technicians when additional information is required, including documentation of work performed.
- Work collaboratively with billers as required correcting technician issues, identify, trend and validate process or people gaps. Work with technicians directly to close these gaps and escalate as required.
- Supports the regional team or other shared services teams as required to ensure work order life cycle is smooth and internal & external client needs are met.
- Complete payroll and time summary entries to ensure the field team hours are submitted on time.
- Act in a professional manner to reflect positively on Ainsworth.
- Identify & Suggest opportunities for Process Improvements & efficiencies within department.
- Sensitivity to confidential matters may be required.
- Adhere to all company policies and procedures.
- Promote and perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
- Perform other duties as assigned by Management.

**Qualifications**
- Post-secondary education in related area of study or equivalent.
- 2-4 Years of related experience dispatch or operations 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.
- _ Service and customer orientated_ - Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way. Takes personal responsibility to correct customer’s problems. Corrects customer service problems promptly and non-defensively.
- _ Team Focus_ -

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