Dispatch Service Coordinator

**About DSL**

At DSL, our purpose is creating moments of joy, one serving at a time. Representing world-class brand partners Taylor, Henny Penny & Franke Coffee Systems, DSL is the largest Canadian supplier of premium food service equipment, and the exclusive factory-authorized service provider for the equipment we sell.

At our core, we believe in doing right by our customers, finding the best solutions to fit their needs, being creative and innovative, working hard, and having fun along the way.

Are you looking to grow with a company with over a century of unmatched quality, expertise, and after-sales support? We want to hear from you

**Why Join Our Team?**
- Competitive wage & health benefits
- Health Spending Account (Flex Spending Account or Health Spending Account) *
- 3 weeks paid vacation
- Strong company culture & core values
- RRSP matching program*
- Education support
- Opportunity for advancement

**Applicable once eligibility requirements are met**

**Position Summary**

Reporting to the Director of Service, this position is responsible for planning and managing technician workloads to ensure service calls are completed as efficiently as possible.

**Roles & Responsibilities**
- Maintain and manage the dispatch call board to ensure effective scheduling and dispatching of technicians based on territory, priority, and skill level.
- Schedule, coordinate, and confirm service calls to meet company objectives and customer service level agreements (SLAs).
- Coordinate and organize weekly PM schedules and Brush Butler maintenance tasks, ensuring all appointments are confirmed and communicated to customers and technicians to avoid disruptions.
- Provide technicians with all necessary information regarding scheduled work, required parts, and customer details for upcoming assignments, maintaining consistent communication.
- Build and balance daily technician workloads while monitoring progress in real time to ensure calls are attended promptly.
- Resolve scheduling conflicts promptly by collaborating with other departments to minimize service disruptions and maintain clear communication with all parties involved.
- Manage and update technician schedules, including vacation, personal time, and on-call rotations, ensuring adequate coverage.
- Communicate with technicians on upcoming travel obligations.
- Assist in sourcing and coordinating parts required for service work.
- Communicate with customers to confirm morning service calls, provide updates, and supply required information.
- Schedule technicians training according to their training plans, providing feedback on their direct reports.
- Provide support for the Regional Service Manager Team.
- Exercise sound judgment, flexibility, and problem-solving skills to prioritize tasks and respond effectively to changing schedules, customer needs, and field conditions.

**What you’ll need**:

- High school diploma or equivalent. Secondary education is an asset.
- 1-3 years of experience in a service dispatch or similar operations environment.
- Strong analytical skills with proficiency in Microsoft Excel, including pivot tables, data evaluation, and the ability to create Pareto charts.
- Experience with Excel macros is considered an asset.
- Excellent organizational skills with high attention to detail.
- Ability to multitask and manage multiple priorities effectively in a fast-paced environment.
- Strong problem-solving and decision-making abilities with sound judgment and discretion.
- Excellent interpersonal, verbal, and written communication skills.
- Strong listening skills with the ability to ask probing questions, understand concerns, and overcome objections.
- Ability to motivate and persuade technicians to complete tasks on time.
- Flexible and adaptable to changing schedules, priorities, and service demands.
- Self-motivated and capable of working independently with mínimal supervision.

**Job Types**: Full-time, Permanent

Pay: Up to $56,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- RRSP match
- Vision care

Ability to commute/relocate:

- Edmonton, AB T5L 3H6: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- dispatch: 1 year (required)

Work Location: In person