Service Coordinator

Take the Next Step in Your Customer Service, Logistics, or Dispatch career with Swish as a Service Coordinator & Dispatcher
 
About Swish:
 
Swish is a proudly Canadian, family-owned company that has been operating since 1956. From coast to coast, we help communities feel confident that the spaces where they work and live are clean, safe, and hygienic. We are Canada's source for high-quality cleaning supplies and equipment, offering professional-grade, environmentally responsible solutions tailored to our customers' needs. Our product and service categories include: Hand Hygiene, Surface Disinfecting, Kitchen, Laundry & Warewash, Floor Care & Matting, Cleaning Tools & Powered Equipment, Safety, PPE, and more. At Swish, our people are at the heart of everything we do.
 
About the Role:
 
The Service Coordinator & Dispatcher plays a key role in supporting the daily operations of the service department with a strong focus on delivering exceptional customer service. This position is responsible for managing and coordinating service requests for powered cleaning equipment (commercial power scrubbers, pressure washers, vacuum cleaners, etc.), dispatching technicians, maintaining accurate records, generating reports, and ensuring effective communication between customers, technicians, and internal teams. The Service Coordinator & Dispatcher oversees a range of administrative and scheduling functions that contribute to efficient service delivery, including appointment scheduling, real-time dispatching, data entry, warranty processing, parts coordination and document management.
 
Key Responsibilities:
 
Customer Service & Communication

Receive, process, and respond to customer service inquiries via phone, email, and internal systems
Provide timely updates to customers regarding service appointment status and work order progress
Act as the primary point of contact for service-related communication between customers and technicians
Maintain consistent, positive, professional, and respectful interactions with customers, branch staff, and technicians to foster strong relationships and ensure smooth service delivery
Address customer concerns and escalate issues as needed to ensure resolution

Scheduling & Dispatch

Schedule and dispatch service technicians based on availability, location, skillset, and service priority
Plan and adjust technician workload up to five days in advance to ensure optimal coverage
Monitor active service calls and make real-time adjustments to minimize downtime and delays
Coordinate scheduled maintenance, emergency service, and equipment installations

Administrative & Technical Support 

Use ERP and CRM tools to manage service calls, update customer records, and generate reports
Open, document, and close work orders in the service system with a high degree of accuracy
Read and interpret equipment schematics to support scheduling and technician preparedness
Assist technicians with warranty claims, documentation, and general administrative inquiries
Submit and track vendor warranty claims, including follow-up with suppliers to ensure timely processing and resolution
Provide support to technicians by explaining how to locate and use technical manuals and resources
Perform parts coordination, including assisting technicians with parts information, availability, and ordering, as well as conducting inventory counts to maintain accurate stock levels
Generate and manage service reports, schedules, and performance summaries
Maintain organized digital and physical service records and documentation

Operational Support & Compliance

Ensure adherence to service policies, warranty requirements, and health and safety standards
Review open work orders and service calls to ensure timely resolution and billing readiness
Follow up with customers at the end of each day or after service completion for updates and satisfaction
Support the Director of Service with administrative tasks, project coordination, and data gathering for planning and budgeting

Other Duties

Assist occasionally with inventory, parts handling, or shipping as needed
Perform other related duties as assigned

What You Bring:

High school diploma or equivalent
Proven experience in service coordination, dispatching, or customer service roles
Experience with customer relationship management (CRM) systems (e.g., Proton or equivalent) and enterprise resource planning (ERP) systems (e.g., PointForce, Epicor P21) for tracking customer interactions, work orders, and service records, as well as proficiency with Google Calendar or other service scheduling software
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Google Workspace (Docs, Sheets, Gmail, Drive)
Ability to read and understand equipment schematics (training provided if needed)
Highly organized with the ability to prioritize and multitask in a fast-paced environment
Excellent verbal and written communication skills
Strong interpersonal skills for working with both internal teams and external customers, demonstrating a consistent, positive, professional, and respectful approach
Ability to remain calm and professional when managing urgent requests or unclear instructions
Problem-solving mindset with good judgment for independent decision-making

Job Details & What We Offer
 
A people-first company

Membership in the Swish family — we treat our employees with integrity and have since 1956

The role

Location: Peterborough, Ontario (hybrid eligible — to be discussed)
Salary: Starting at $45,000 annually
Variable compensation: Annual performance bonus eligibility
Vacation: Starting at 3 weeks

Benefits from Day 1

Company-paid Extended Health & Dental Care
Company contributions to a Registered Retirement Savings Plan (RRSP)
Employee & Family Assistance Program (EFAP)

Extras that matter

Rewards & Recognition program that celebrates great work and meaningful contributions
Access to hundreds of employee discounts across home, wellness, travel, fashion, and more
Unlimited training and development with an industry-leading brand to help you grow your career

Role Information:
Existing vacancy

---