Service Coordinator

Status: Permanent Full-Time

Pay Type: Salary

Headcount Type: Existing

Salary: $55,000-75,000 per year

Location: In office at 1481 Cyrville Road

Application Deadline: December 7, 2025

The Company

DILFO is proud to be trusted by the Ontario construction community to deliver the best for our clients' needs. We design, install, and provide maintenance for HVAC, heating, cooling, refrigeration, and plumbing systems for large scale projects across different industries. Our team of skilled individuals shares a vision of building with integrity and collaboration to bring quality and innovation to our work every day, and we are honoured to have been recognized by the Ottawa Business Journal as one of Ottawa's Best Places to Work.

The Team

DILFO has a strong team culture that heavily invests in team member wellness and our community. We host regular social events including Pub nights, golf day, pizza Fridays, and more. We are extremely invested in our local community, partnering with the YMCA for the Cycle for Strong Kids annually, donating to the Ottawa Food Bank, partnering with Boys and Girls Club Ottawa to create opportunities for young people, and donating to charities our team members support.

We support team member wellness by offering a corporate program through Good Life Fitness, an Employee and Family Assistance Program for eligible team members, and a fixed number of paid Wellness days. Eligible employees also have access to our competitive Health and Dental Benefit plan.

The Role:

The Service Coordinator is responsible for delivering a seamless, end-to-end client experience while supporting the efficient execution of HVAC service operations. This role manages incoming service requests, coordinates and dispatches technicians, and ensures all work is completed safely, accurately, and on schedule. The Service Coordinator maintains real-time oversight of technician workload, work order documentation, labour tracking, and third-party portal updates to ensure operational accuracy and timely client communication. Working closely with technicians, Account Managers, and internal stakeholders, the role supports process improvements, reinforces safety and site requirements, and ensures all service work meets company standards and client expectations.

Key Tasks:

The Service Coordinator's responsibilities include, but are not limited to the following:

Client Service & Communication

• Receive and respond to client calls and emails, including basic technical inquiries related to scheduling and service timelines.
• Proactively follow up with clients regarding outstanding requests, work progress, and purchase orders.
• Communicate with Account Managers on all relevant account activity to ensure alignment and customer satisfaction.
• Redirect and triage incoming phone calls from the main company line as required.

Scheduling, Dispatching & Workload Coordination

• Prioritize service requests based on urgency and dispatch the appropriate technician to address client needs.
• Monitor technician workload daily to balance capacity, avoid delays, and ensure efficient distribution of work.
• Maintain the schedule board to ensure accurate and up-to-date schedules, ensuring technicians are onsite with the appropriate tools, materials, and information.
• Identify and resolve scheduling conflicts, discrepancies, and resource challenges to minimize service disruptions.

Work Order Administration & Documentation

• Manage work orders within internal systems and external stakeholder portals, ensuring timely updates and accuracy.
• Review work orders for completeness, including labour details, tasks, notes, signatures, and required documentation.
• Follow up with technicians to obtain missing information or resolve inaccuracies.
• Ensure all customer-specific requirements—including safety instructions, site procedures, and access details—are reflected on work orders.
• Prepare and distribute weekly Work In Progress (WIP) reports to internal stakeholders.
• Maintain accurate records and update all required software and documentation to support audit readiness and billing accuracy.

Quoted Work, Maintenance & Procurement Coordination

• Track and follow through on quoted repairs and maintenance to ensure completion within required timelines (e.g., month-end).
• Assist with preparing quotes based on technician feedback and identified service needs.
• Create and process purchase orders for internal materials and coordinate with Procurement, Safety, and Operations when required.

Operational Support & Continuous Improvement

• Work closely with the Service Manager and Supervisor to prioritize urgent requests, high-value accounts, and safety-sensitive work.
• Participate in department-level process improvement initiatives to enhance workflow efficiency, customer service, and accuracy.

Experience:

• 5+ years experience in a Customer Service roles
• 3+ years in logistics or coordinator roles considered an asset
• 3+ years experience in the HVAC industry considered an asset
• Experience in data entry

Education:

• High School diploma
• Post Secondary education considered an asset

Knowledge and Technical Skills:

• Exceptional Microsoft Office Suite, particularly Excel
• Knowledge and functional experience in ERP/CRM, Field Service Software and other software applications
• Ability to read and understand construction contract documents
• Knowledge of HVAC services and types of equipment and their function

Key Competencies:

• Strong customer service focus
• Exceptional written and verbal communication
• Teamwork and collaboration
• Reliability
• Resilience and patience with clients
• Planning, organizing & prioritizing activities
• Process-orientation and accuracy
• Problem solving
• Analytical skills
• Change management adaptability
• Ability to work under pressure with shifting priorities
• Continuous learning

Physical and Environmental Requirements:

• Primarily office-based role with prolonged computer use.

• Sitting for prolonged durations, especially when performing computer-based tasks.

• Climbing stairs as needed.
• Performing tasks in a noisy environment.
• Manual dexterity for tasks such as typing and handling system-related tools or equipment.

We thank all applicants for their interest in working at DILFO; only those identified for further consideration will be contacted.

Accommodations for disabilities are available, where needed, upon request.

DILFO uses artificial intelligence as part of the screening process.

DILFO does not accept and is not responsible for any fees related to unsolicited résumés from recruitment agencies. Recruitment agencies should not submit resumes in response to this posting to DILFO employees or any associated company location.