Regional Service Coordinator

5 months ago

Oshawa, 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.**

**Job 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 service delivery cycle flows accordingly and client KPI’s are met.

**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 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 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.
- 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.
- Work with Technicians and Regional Schedulers 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.
- 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 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 - Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working co-operatively with others, also gets people’s input to decisions/plans, and promotes team spirit. Shares

**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 ar

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