Service Coordinator

2 weeks ago

Calgary, Canada Northern Dock Systems Inc. Full time

We are Northern Dock Systems, the industry leader in the sales and service of loading dock equipment, industrial doors and HVLS Fans (high-volume, low-speed industrial fans). At NDS we take pride in our staff - they are the backbone of all that we do - and as we grow, we are looking for talented additions to our team

Northern Dock Systems Inc. is seeking a Service Coordinator to join our team

**Role**:
The Service Coordinator is responsible for ensuring the accuracy and progress of work orders from scheduling through to completion. This includes but is not limited to being responsible for scheduling new service calls, scheduling return trips for repairs, or coordinating additional trips for sites that could not be properly completed upon initial assessment and is therefore in charge of the “Schedule Board”. The Service Coordinator will communicate with internal staff and external customers or sites to coordinate schedule times for work to take place and also for coordinating the completion of a work order within the estimated timeline and repair costs quoted; as well as maintaining Northern Dock Systems’ Service Department KPIs and measurables.

**Responsibilities and Duties**
- Coordinating technicians for rescheduled and/or repair work orders
- Efficiently routing all service technicians for their day with emphasis on start and end locations
- Actively monitoring all technicians and their work orders for delays or disruptions to the planned schedule, and re-scheduling accordingly
- Reviewing all scheduled work orders for completion, accuracy, missing information as well as any noted problems that may require additional work or return trips
- Planning for and requesting any rental equipment required for service work orders, and subsequent call offs of the equipment
- Coordinating parts logistics required for service and equipment work
- Confirming with site contacts for all rescheduled and planned repair work, as well as informing customers of changes to initial schedule dates or delays
- Aiding technicians on site through coordination of additional resources as required for the successful completion of a work order
- Providing customer updates when required, as well as being able to speak to the status of a service work order at any given point in the completion process
- Preparing and sending service/PMP reports
- Reviewing service work orders for accuracy and completing subsequent “No Action Reports” to be provided to customers
- Liaising with the Field Service Supervisor for regular review of work orders and next steps
- Additional tasks and duties as required for the Service Team

**Qualifications and Skills**
- 2 - 3 years of Customer Service or Dispatching experience.
- Ability to multi-task and to work in a fast paced environment.
- Positive attitude and a willingness to learn additional tasks as assigned.
- Knowledge of CRM would be an asset.

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

**Salary**: From $50,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Calgary, AB T1Y 7E5: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (preferred)
- Coordination: 1 year (preferred)

Work Location: One location

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