Service Coordinator

HVAC / CVAC Mississauga, Ontario


Description

Position at Ainsworth

Position Title:  Service Coordinator Ontario

 

Reports To:  Director, HVAC Services - Ontario

 

Location:  Mississauga/Ontario

 

 

Job Summary:

This position provides a high level of customer service support to meet internal and external customer requirementsWorks collaboratively with team members to ensure the administration of multiple back office processes are executed accordingly to ensure the service delivery cycle flows accordingly and client KPI’s are met. The Coordinator fully supports the Service Operation Team and provides the field technicians with the necessary tools and information required to deliver on the expectations of our clients.

 

Key Responsibilities

 

  • Interface with customers and other departments (i.e. Customer Experience Centre and Regional Schedulers) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process. Ensure all changes are accommodated and approved.
  • Prepare and consolidate customer KPI data for Quarterly Business Reviews.
  • Prepare and consolidate fields technician data as required by the Regional Operations Teams.
  • Provide contract in scope/out of scope data as requested.
  • Field customer administrative requests.
  • Maintain Technician Standby list.
  • Coordinate new hires
  • Maintain and track truck inventory
  • Report on H & S audits and provide monthly report summary.
  • Monitor Go For Deliveries and provide high level summary reports.
  • Monitor XOI & Technician use ratio and provide high level summary.
  • Act as technician liaison, Assist in the distribution of any and all roll outs to technicians (ie truck inventory, PPE compliance, License Tracking).
  • Assist Regional Director and Managers in preparing proposals, contracts, letters and reports.
  • Processes and report flow for invoices/payment. 
  • Ensure all relevant special safety, customer procedures, and customer specific information is provided to appropriate departments.
  • Act in a professional manner to reflect positively on Ainsworth.
  • Identify & Suggest opportunities for Process Improvements & efficiencies within department
  • Sensitivity to confidential matters may be required
  • Adhere to all company policies and procedures.
  • Promote and perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
  • Manages security clearances for all related 3rd party sub-contractors as well as inhouse applicable in-house technicians
  • Perform other duties as assigned by Management.

 

Education, Experience & Skills Required

 

  • Post-secondary education in related area of study or equivalent experience.
  • 2-4 Years of related experience preferably in the HVAC/Electrical/Building Automation industry but general service industry is acceptable. Actual hands on HVAC, Electrical or Building Automation experience is also ideal.
  • Demonstrated ability to meet deadlines and prioritize a heavy workload.
  • Proven systematic and organized approach to multi-tasking
  • Demonstrates ability to work independently to complete assigned tasks with minimum supervision
  • Ability to work under time constraints and adapt to change.
  • Proficient in computer applications, including the Microsoft Office Suite of programs (Word, Excel, PowerPoint) and Lotus Notes
  • Service and customer orientated – Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way. Takes personal responsibility to correct customer’s problems. Corrects customer service problems promptly and non-defensively.
  • Team Focus - Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working co-operatively with others, also gets people’s input to decisions/plans, and promotes team spirit. Shares all relevant and useful information. Keeps people informed and up-to-date about the group process.
  • Ability to organize information & schedules in a structured and logical way that is most productive for the technicians and customers.
  • Ability to communicate clearly and set expectations with internal and external personnel
  • Written communication is also imperative and the ability to document information and instructions so others understand the course of action taken/required.
  • Ability to identify problems proactively and take action
  • Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Time Management skills and understanding what is required to complete/resolve various service and maintenance activities.
  • Active Listening – giving full attention to what other people are saying, taking time to clarify and understand the points being made, asking questions as appropriate.
  • Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail – Job requires being careful about detail and thorough in completing work tasks.
  • Initiative – Job requires developing one’s own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
  • Persistence – Job requires persistence in the face of obstacles.
  • Customer and Personal Service – Knowledge of principles for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Administration and Management – Knowledge of business and management principles involved in resource allocation and coordination of people and resources.
  • All other duties as required