OUR COMPANY:
Now celebrating our 35th year in technology and hardware support, we provide a comprehensive, all-in-one, holistic solution for our clients so they can focus on what they do best. Our services include field service, depot repair, warehousing & logistics, program management and more.
Position Summary
The Senior Field Service Coordinator is responsible for managing customer service requests, dispatch activities, projects, and service tickets while ensuring all Service Level Agreements (SLAs) are consistently achieved. This role serves as a primary point of contact for customers, vendors, technicians, and internal stakeholders, coordinating service delivery from initiation through completion. The successful candidate will demonstrate strong organizational and customer service skills, attention to detail, sound judgment, and the ability to analyze and resolve issues effectively in a fast-paced environment.
Key Responsibilities
- Respond promptly to service dispatch requests and customer inquiries in accordance with established Service Level Agreements (SLAs).
- Manage customer service tickets, work orders, and project-related activities from creation through resolution.
- Provide customers with timely updates regarding repair status, service timelines, and other relevant information.
- Serve as the primary liaison between customers, internal teams, vendors, partners, and service providers to ensure effective communication and fulfillment of commitments.
- Monitor and manage multiple email inboxes and voicemail systems, ensuring professional and timely responses.
- Maintain accurate and complete records through daily data entry in internal and third-party systems.
- Create and process various order types using proprietary software based on customer and operational requirements.
- Maintain inventory records by entering and updating product and service-related information.
- Review, analyze, and take action on daily work-in-progress reports, operational summaries, and management reports, identifying issues and recommending solutions where appropriate.
- Prepare and present daily, weekly, and monthly performance metrics and service summaries using Microsoft Excel and PowerPoint.
- Participate in meetings and conference calls, documenting key discussions, action items, and meeting minutes.
- Conduct research related to vendors, service parts, product specifications, and operational requirements.
- Provide exceptional customer service through phone, email, and in-person interactions.
- Process payments, refunds, and other customer transactions accurately and efficiently.
- Guide customers through the complete service lifecycle, serving as the primary point of contact throughout the service process.
- Coordinate communication between customers and laboratory technicians to facilitate timely service completion and customer satisfaction.
- Support continuous process improvements and contribute to departmental performance objectives.
- Perform other duties and responsibilities as assigned by management.
Required Qualifications & Skills
- Strong analytical, critical-thinking, problem-solving, and decision-making abilities.
- Ability to assess situations, identify root causes, and determine appropriate resolutions in a timely manner.
- Excellent organizational and time-management skills, with the ability to manage multiple priorities effectively.
- Excellent verbal and written communication skills in English.
- Strong attention to detail and commitment to accuracy.
- Exceptional customer service and relationship management skills.
- Advanced proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
- Ability to work independently while contributing effectively within a team environment.
- Strong listening and comprehension skills.
- Minimum typing speed of 50 words per minute (WPM).
- Commitment to meeting and exceeding customer service expectations and established SLAs.
Preferred Qualifications
- Minimum one (1) year of dispatching, service coordination, or related customer service experience.
- Experience working with ticketing, dispatch, CRM, or service management systems.
- Experience preparing operational reports, performance metrics, and management presentations.
Job Type: Full-time
Pay: $25.00-$29.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Flexible language requirement:
Ability to commute/relocate:
- Concord, ON L4K 3W2: reliably commute or plan to relocate before starting work (preferred)
Experience:
- dispatching: 1 year (preferred)
Work Location: In person
