Reporting to the Client Services Supervisor, the Service Coordinator/Dispatcher is responsible for handling all aspects of administration related to service operations including opening, dispatching, and closing work orders, as well as preparing invoices and creating purchase orders. You will enter all data to complete work orders and provide support to colleagues in the projects sales team, maintenance sales, field staff, payroll, and the accounts payables departments. The Service Coordinator/Dispatcher also makes adjustments, resolves issues, tracks information, and handles customer enquiries. We rely on team work to accomplish our goals; therefore, you will be expected to respond to both internal and external customer enquiries related to our service business as needed. Safety is our number one goal at Black & McDonald, so adherence to all safety requirements is a must in this role.

　　Responsibilities:

　　Work shall include but not necessarily be bound by the following:

　　Dispatch of field service technicians to appropriate sites and ensure efficient communication with B&M Central Call Centre

　　Handle internal and external customer enquiries both by telephone and by email

　　Maintain CMMS database including equipment history and status, generation of work orders, monitoring and tracking of unscheduled or open work orders, and overall operation of the CMMS

　　Prepare Safety Documentation for project work

　　Fill out and submit Municipal/Government required documents i.e. Permits, Form 1000 and Notice of projects

　　Create and dispatch work orders to field service technicians to support our client portfolio

　　Record, receive, and respond to client service requests promptly, as well as professionally respond to all client and internal requests

　　Ensure prompt scheduling and communication with internal and external clients

　　Regularly communicate and correspond with field technicians, field supervisors, sales, and management

　　Follow the Black & McDonald Safety Procedures, and in particular, monitor the compliance of the “Working Alone Procedure”

　　Complete weekly payroll documentation for field service technicians

　　Prepare and distribute weekly reporting based on current operational requirements

　　Assist in performing administration functions related to the Service Division

　　Assist with maintaining required documents to ensure legislated requirements

　　Coordinate all field service technicians utilizing the mobile workforce system

　　Coordinate labour for small projects with Project Supervisors

　　Create and maintain an annual on call rotation schedule

　　Additional duties as assigned

　　Competency Requirements

　　Maintains a professional demeanour at all times with fellow employees, vendors, sub-contractors, and clients

　　Ability to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive

　　Portrays a positive image and motivates colleagues at all times to ensure continued success

　　Embraces change and always willing to adopt new practices

　　Holds self and others accountable

　　Ability to approach problems logically, under pressure and seek innovative solutions

　　Communicates effectively (verbally and written) at all levels within an organization and with external parties including enforcing authorities

　　Understands the needs and perspectives of both internal and external customers

　　Promotes teamwork and collaboration

　　Values and respects others, encourages and supports diversity

　　Ability to work independently with limited supervision

　　Education & Skill Requirements

　　A Bachelor's degree in Business Administration or post-secondary diploma/certificate preferred

　　2 years of experience using a computerized maintenance management work order system in a facilities maintenance or closely related environment

　　1 year of experience in a dispatch centre

　　Advanced skill level with Microsoft Office products

　　Experience with a large ERP system; JDE is an asset

　　Black & McDonald welcomes and encourages applications from persons with accessibility accommodation requirements. Accessibility accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.