Service Dispatcher

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada's infrastructure and on the communities where we live, learn, work, and heal.

WE BUILD FOR LIFE.

We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that's well above industry standards.

At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada's infrastructure fulfill the needs they were set out to meet.

Modern Niagara is one of Canada's Best Managed Companies and is a recipient of SMACNA's Safety Excellence Award Program (SSEAP) – Canada and the Canadian Occupational Safety (COS) Magazine's Gold Winner for Canada's Safest Employers Award in the Building and Construction category and Excellence Winner for Canada's Best Health + Safety Culture Award as well as Canada's Best Health + Safety Leader Award.

Modern Niagara is currently recruiting for a Services Dispatcher (on an 18-month contract) to join our Ottawa office and provide support to members of the Modern Niagara Services team. The Service Dispatcher will be an integral part of the department overseeing the dispatch, billings, and coordination of the team.  We are looking for someone who is not afraid of change and can grow with the organization.  Our career opportunities offer creative challenges to learn and develop new skills and experiences.

Duties & Responsibilities:

• Provide logistical support to the field to assure maximum output.
• Qualify every request for service to establish maximum response time requirements.
• Inform Service Manager / Supervisor of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations.
• Advise Service Manager / Supervisor of customer complaints to expedite resolution ensuring and maintaining long term relationships. Communicate resolution to the customer.
• Determine and dispatch appropriate service representatives to ensure quick and efficient resolution of problems, while building and maintaining customer confidence and satisfaction.
• Dispatch service personnel to satisfy customer problems based on skills, nature of problems, location of problem, and location of personnel.
• Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls.
• Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, employ opportunities and maximize profits.
• Build rapport and productive working relationships with customers, vendors, and other outside contacts.
• Dispatch personnel and equipment in accordance with applicable contractual agreements. Display complete understanding of components of the standard contractual agreements including services provided and terms and conditions.
• Audit service reports weekly in accordance with established procedures.
• Maintain awareness of the availability of equipment and how utilized. Locate, purchase, and coordinate use of equipment to best meet the needs of field personnel.
• Oversee and manage Services billings which consists of work orders and maintenance contracts
• Accurately enter all data into the accounting system as directed within schedule.
• Enter monthly progress billings into client specific portals for payment

Qualifications & Job Responsibilities:

• 2-3 years' experience is a strong asset
• Understanding of mechanical systems to make appropriate decisions in the scheduling of work.
• Previous billings experience is highly advantageous.
• Sufficient knowledge of geographical layout to make logical decisions.
• Ability to remain calm, rational, and analytical despite heavy workloads, pressures of time, and problems.
• Ability to communicate with all levels of the organization, internally and externally, in both verbal and written form.
• Ability to understand applicable union field Labour agreements to ensure that all assignments made to service representatives fall within the scope and obligation of agreements.
• High degree of accuracy, strong attention to detail, and the ability to work independently.
• Ability to see beyond present assignments and search for new and improved techniques, methods, and processes to upgrade or facilitate work.
• Individual's ability to plan work to avoid difficult, unnecessary situations. Ability to budget time to maximize utilization of skills.
• Individual's confidence in skills and abilities and degree of satisfaction in own performance.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At Modern Niagara, we recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups (women, Indigenous, Black, racialized, 2SLGBTQIA+, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experience equitable outcomes, and can thrive and reach their full potential.

We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made. We can be reached