Service Coordinator

7 months ago

Ottawa, Canada INSTANTEL INC Full time

**POSITION**: Service Coordinator (56-week, Contract Position)
**REPORTS TO**: Production and Service Manager
**LOCATION**: Ottawa, ON

Established in 1982, Instantel is the global market leader in the design and production of vibration, air overpressure, and noise monitoring instrumentation. Our products are used on projects in over 120 countries. Applications include civil engineering, construction, environmental, mining, mining exploration, quarry, underwater, structural health, human annoyance, military, and noise. We are proud of our position as an industry leader and are always committed to improvement. We understand the challenges faced in these fast paced environments and provide the tools to get the job done safely and within regulation. Join a world-class team that continuously pushes the limits in the relentless pursuit of excellence and innovation in monitoring equipment.

**Responsibilities**:

- Act as the point person for Dealers and Customers regarding all aspects of the Service Department.
- Drive service revenue to achieve corporate targets.
- On a daily basis, coordinate and move Service Technicians to positions within the department to maximize the flow (and revenue) of incoming service units.
- Ensure turn-time targets are overachieved, which is a key process for customer retention.
- Provide detailed forecasting daily, monthly, and quarterly to the Director of Business Development and Sales.
- Provide daily, weekly, and monthly reports to assist with strategic decisions.
- For time sensitive projects, ensure equipment that is expedited reaches Customers on time.
- Engage Sales when trade-in potential arises.
- Maintain service parts price lists.
- Create new Customer/Dealer accounts in the order entry system and perform credit checks when necessary. Work with the Finance Department to resolve credit issues when they arise.
- Maintain return merchandise authorization (RMA) database information.
- Suggest and drive implementation of improvements to the Service Department if necessary.
- When required, provide support for the Sales Administrator. Will be required to fully step into this role to backfill vacations, etc.
- When required, provide support for the Logistics Manager. Will be required to fully step into this role to backfill vacations, etc.

**Skills/Qualifications**:

- University or college education preferred.
- 3 - 5 years experience in a Service support role interacting with Distributors and Customers on a daily basis.
- Ability to multi-task while remaining focused on completing all tasks in a dynamic environment.
- Strategic thinking, innovative creativity, analytical, and superior organizational skills.
- Exceptional time management skills.
- Strong written and oral communication skills. - Ability to develop and build confidence in customer relationships.
- Proficiency with Microsoft Office, with a focus on Microsoft Word, Excel, and SAP.
- Familiarity with SalesForce is an asset.
- Ability to work with highly confidential information.
- Experience with technical products and services is preferred.
- Highly self-motivated.
- A self-starter with keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high paced environment.
- Demonstrated ability to work independently as well as work well in a team environment.
- Ability to get results in an environment where interruptions may occur.
- Friendly and confident when interacting with Dealers and Customers.
- A personal commitment to responding promptly to Dealer and Customer requirements and needs, including follow-up to ensure issues have been addressed to the Dealer’s and Customer’s satisfaction

**Please note**:The provided description is intended as a general outline to guide understanding of the primary responsibilities and tasks associated with the job. It should not be considered an exhaustive list of all responsibilities, tasks, and duties. This description is designed to offer a broad overview and may not encompass every aspect of the role

**Employment Details**:

- Contract Position: 56 weeks (Maternity Leave)
- There will be a one-month overlap for training with existing employee. _
- Location: 309 Legget Drive, Kanata, Ontario
- Full-time (40 hours/week), Contract

**Job Types**: Full-time, Contract
Contract length: 56 weeks

**Benefits**:

- Casual dress
- Dental care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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