Who We are
Integrated Supply Network (ISN) is one of the largest distributors of automotive tools, equipment, and supplies across Canada, the United Kingdom, and North America. Over the past 25 years, we’ve built a reputation for simplifying processes and making work easier for our customers.
Role Summary
The Service Manager and Dispatcher leads ISN Canada’s Ontario service team, directly managing a team of service technicians and service admins while owning the full cycle of service operations — from dispatching and scheduling through to customer communication, performance management, and operational reporting.
This role is the central coordination point between field technicians, customers, and senior management, and is accountable for both the daily execution of service delivery and the longer-term development of the team.
Key Responsibilities
Team Management & Leadership
- Directly manage, coach, and develop a team of service technicians.
- Conduct regular one-on-ones, performance check-ins, and annual reviews.
- Lead new onboard technicians and identify ongoing training needs.
- Manage technician schedules, timesheets, and time-off requests. Address performance issues through progressive discipline, in collaboration with HR.
- Act as the primary escalation point between technicians and senior management.
Dispatching & Scheduling
- Receive, prioritize, and assign all incoming service requests in Service Fusion based on urgency, technician availability, and geographic efficiency.
- Ensure Service Fusion is used exclusively for all scheduling, work orders, and service quotes — no exceptions.
- Build and manage daily and weekly technician schedules to maximize productivity and minimize travel time.
- Track technician status in real time throughout the day and adjust dispatch as situations evolve.
- Communicate job details, required parts, tools, and special instructions to technicians prior to each assignment.
Service Operations & Performance
- Own day-to-day service department operations and ensure all work orders are completed on time and to quality standards.
- Close and invoice all completed work orders in Service Fusion within 1 business day of job completion.
- Help evaluate, build, and improve processes through technology to maximize efficiency and growing revenue.
- Ensure all technician timecards are submitted daily and all hours are allocated to the correct work order.
- Monitor and report on key KPIs: response time, first-time fix rate, work order closure rate, and customer satisfaction scores.
- Identify and resolve operational bottlenecks; drive continuous process improvement.
- Handle escalated customer issues promptly, with a first resolution approach.
Customer Service & Communication
- Serve as the primary point of contact for customers on service scheduling, updates, and follow-up.
- Ensure all customer information and service history is accurately documented in ServiceFusion.
- Maintain a professional, responsive, and solutions-oriented communication standard at all stages of the service process.
- Build and sustain strong customer relationships to support retention and satisfaction goals.
Qualifications
Required
- 5–10 years of experience in service operations, field service coordination, or dispatch, with at least 3–5 years in a supervisory or team lead role.
- Demonstrated ability to manage, motivate, and develop a team of field staff.
- Hands-on proficiency with field service management software; experience with ServiceFusion is a strong asset.
- Strong organizational skills and the ability to manage multiple competing priorities in a fast-paced dispatch environment.
- Excellent verbal and written communication skills in English.
- Working knowledge of Ontario Employment Standards Act (ESA) as it applies to scheduling, overtime, and employee management.
- Experience in the automotive field
- Maximize team efficiency
What We Offer
- Competitive salary of commensurate with experience.
- Comprehensive benefits package (health, dental, vision).
- Monday to Friday schedule — no on-call or after-hours requirements.
- Collaborative, team-oriented work environment with strong leadership support.
- Clear path for growth within ISN Canada’s expanding operations.
Pay: From $80,000.00 per year
Benefits:
- Assurance Dentaire
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Assurance Vie
- Assurance Vision
- Congés payés
- Cotisation égale au RÉER
- Événements d'Entreprise
- Programme d'Aide aux Employés
- Programmes de Bien-être
- Régime de retraite
- Régimes de participation aux bénéfices
- Stationnement sur place
Work Location: In person
