About Us Established in 1982, Instantel is the global market leader in the design and production of vibration, air-overpressure, and noise monitoring instrumentation. Our products are used on projects in over 120 countries. Applications include civil engineering, construction, environmental, mining, mining exploration, quarry, underwater, structural health, human annoyance, military, and noise. We are proud of our position as an industry leader and are always committed to improvement. We understand the challenges faced in these fast-paced environments and provide the tools to get the job done safely and within regulation. Join a world-class team that continuously pushes the limits in the relentless pursuit of excellence and innovation in monitoring equipment.

Job Details The Service Coordinator is a key customer-facing and revenue-producing role within the organization. Therefore in addition to being responsible for achieving revenue targets for the Service Department, the successful candidate will also need to possess important customer management skills.

Responsibilities

• Manage daily service operations by prioritizing high-volume email inquiries, responding to urgent customer needs, and handling incoming phone calls.
• Ensure turn-time targets are exceeded, supporting strong customer retention.
• Manage and respond to incoming service requests through email, phone, and the website, including obtaining customer approvals for service work orders.
• Oversee the full RMA workflow, including creating and updating RMAs, monitoring the system throughout the day, and maintaining database accuracy.
• Manage equipment received with or without RMA numbers, coordinating next steps with customers and dealers.
• Handle obsolete equipment by offering upgrades or trade-ins when appropriate.
• Maintain return merchandise authorization (RMA) database information.
• Act as the primary point of contact for dealers and customers regarding all aspects of the Service Department.
• Assist technicians with customer issues by providing service parts quotes and coordinating prepaid payments with Finance.
• Prepare service quotes in ExactMax using details from Renewity; send, approve, and manage quotes accordingly.
• Maintain the Work Complete bin to support service revenue and follow up with customers on overdue repairs.
• Drive service revenue to achieve corporate targets.
• Support warranty assessments in coordination with the Service Supervisor and collaborate with Technical Support.
• Suggest and drive the implementation of Service Department improvements when necessary.
• Create new customer and dealer accounts in the order entry system and perform credit checks when necessary.
• Support the Sales Coordinator to complete necessary functions, as needed
• Ensure expedited equipment reaches customers on schedule for time-sensitive projects.
• Create customer-facing documents and request shipping quotes from Logistics suppliers.

Qualifications

• University or college education preferred.
• 3 - 5 years' experience in a Service support role interacting with Distributors and Customers on a daily basis.
• Ability to multi-task while remaining focused on completing all tasks in a dynamic environment.
• Strategic thinking, innovative creativity, analytical and superior organizational skills.
• Exceptional time management skills.
• Strong written and oral communication skills.
• Ability to develop and build confidence in customer relationships.
• Proficiency with Microsoft Office, with a focus on Microsoft Word, Excel, and SAP.
• Familiarity with Sales Force is an asset.
• Ability to work with highly confidential information.
• Experience with technical products and services is preferred.
• Highly self-motivated.
• A self-starter with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-paced environment.
• Demonstrated ability to work independently as well as work well in a team environment.
• Ability to get results in an environment where interruptions may occur.
• Friendly and confident when interacting with Dealers and Customers.

A personal commitment to responding promptly to Dealer and Customer requirements and needs, including follow-up to ensure issues have been addressed to the Dealer’s and Customer’s satisfaction. Please note: The provided description is intended as a general outline to guide understanding of the primary responsibilities and tasks associated with the job. It should not be considered an exhaustive list of all responsibilities, tasks, and duties. This description is designed to offer a broad overview and may not encompass every aspect of the role.

Employment Details

• Flex, 80% on site, 20% remote (after probation period
• 309 Legget Drive, Kanata, Ontario
• Full-time (40 hours/week), permanent