About the Role

As the Service Technician Coordinator (STC) you will be responsible for execution, completion, and follow up to document all service bookings and assist in our day-to-day installation operations. The hours will be 07:30am to 4:30pm Monday to Thursday and 7:30am to 3:30pm on Friday, with a flexible half-hour lunch. The position is responsible for scheduling service appointments throughout Ontario, dispatching crews to client sites, ordering parts identified by our site technicians in a timely manner and shipped to hundreds of locations throughout Ontario for repair installation and costing us for billing upon job completion. The best candidate can work cooperatively and with all parties. In addition, you must have critical thinking skills and a yes-we-can attitude. There are multiple duty requirements, however, the top items are technician dispatching, job scheduling, customer service, ensuring accuracy and consistency in the company’s documentation, costing, billing, and validating vendor/supplier invoices.

Extended hours and weekends will be required in this position, mostly through dispatching after-hours service calls. CFS Canada offers in-depth and detailed training to ensure the best results with already proven processes.

The close collaboration with multiple departments will give any individual a distinctive upper-hand and opportunity for future growth within our firm. Extended hours and weekends will be required in this position from time to time.

Our top values include Teamwork, adaptability, communication, and customer service.

Who would be best suited for this position? This role requires a highly organized individual with strong experience and a proven background in a service dispatch environment. We expect the successful candidate to have strong fundamentals relating to customer service and client relations. Inherently understanding and respecting the basics of communication and returning messages is mandatory.

Do we offer training? All training is paid and provided by our in-house team members. However, all applicants should already be specialists in customer service, administrative organization, and communication. We do not expect to be training anyone in the advanced measures of the topics listed above.

Essential Duties and Responsibilities

· Intaking of all service calls

· Processing into our database

· Verbal or electronic dispatch

· Maintain communication at the customer level and set all expectations

· Follow up with technicians for real-time updates

· Quote parts as required per service call then submit for approval

· Process approved orders and coordinate delivery then a follow-up installation visit while setting and maintaining the customer's expectations for delivery and installations times

· Document and closeout service call with clients electronically or verbally, ensure all details are recorded in our database

· Validate and match-up submitted technician work orders for billing based on our database records

· Overall management of technician schedules to ensure alignment with expectations set to each client and location.

Education, Qualifications and Training

Experience and Knowledge

· Requirements: Experience in a similar role for a minimum of 5 years

· Proven ability to manage high-stress situations calmly and effectively

· Proven ability of critical thinking and problem-solving

· Proven ability to actively manage numerous, concurrent projects

· Exceptional organizational skills

· Strong software skills (MS Office – Excel, Word, Outlook).

· Strong oral and written communication skills; ability to write various updates to clients of all levels, proofread and can clearly articulate and clarify updates and requests

· Strong interpersonal skills with the ability to interact with vendors and/or technicians to keep them to task

· Ability to learn quickly and continual job and industry learning demonstrated daily

· Ability to work independently and make critical decisions with good judgment demonstrated daily

· Ability to perform the after-hours phone for 50% of each month

· Continual job and industry learning demonstrated daily

Job Types: Full-time, Permanent

Pay: $50,000.00-$55,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Secondary School (preferred)

Experience:

• Front desk: 1 year (preferred)
• Administrative: 1 year (preferred)

Work Location: In person