Aerzen

Service Coordinator - East

Vaudreuil-Dorion, QC

full time

On-site

Mining

About This Job

Service and Parts Coordinator - Central Region – West GTA

Department: Sales

Job Status: Full-Time

CLC Status: Exempt

Reports To: Regional Service Manager

Travel Required: 5% (training)

Work Schedule: Monday to Friday; 37.5 hours per week; variable schedule to meet the demands of the role and accommodate personal circumstances.

Work Schedule: 7:30 - 4:30

Position Summary

The Service Coordinator supports both customers and internal teams by handling service inquiries, coordinating technician schedules, processing quotes, orders, and returns, and ensuring efficient service operations. This role plays a key part in customer satisfaction by managing communications, providing timely updates, and assisting with technical needs within the service department.

Essential Duties & Responsibilities

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Respond to customer inquiries regarding field service and shop repairs, ensuring clear communication and timely responses.

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Coordinate technician schedules for both field and shop service, optimizing resources to meet customer demands.

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Create, process, and manage service quotes, orders, and returns within the company’s ERP system.

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Provide proactive updates to customers regarding service intervals, parts availability, and order status.

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Support internal teams with technical research and service-related customer requests.

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Ensure accurate data entry and record-keeping in Salesforce and Business Central.

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Review and submit quotes and order folders to the Service Manager for approval.

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Communicate with various departments to improve service efficiency and customer satisfaction.

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Participate in service campaigns and marketing initiatives to enhance service awareness.

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Contribute to a positive climate by preventing and eliminating any form of psychological harassment or sexual violence.

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Report to your immediate supervisor any situations that could lead to a harmful, unsafe, or hostile environment.

Health and Safety Responsibilities:

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Maintain awareness of workplace safety procedures and promote safe practices during interactions at client sites.

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Ensure the use of appropriate personal protective equipment (PPE) when visiting customer facilities or hazardous environments.

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Report any observed health and safety risks at customer locations to your immediate supervisor.

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Participate in mandatory safety training programs and adhere to the company's safety policies.

Qualifications

Education and Experience:

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Bachelor’s degree in business administration or equivalent experience.

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Five years of experience in a customer support role, preferably in a service or technical environment.

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Experience with service coordination in an industrial or mechanical setting is an asset.

Language Proficiency:

Professional proficiency in English (written and spoken) is required. Professional proficiency in French (written and spoken) is additionally required only* for roles located in Eastern Canada. This includes the ability to communicate effectively in business and technical contexts.

Technical Skills:

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Proficiency in Microsoft Office Suite and enterprise-wide ERP systems.

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Proficiency in CRM tools (e.g., Salesforce)

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Experience with sales order and inventory management systems.

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Strong organizational skills with attention to detail.

Attributes & Core Competencies:

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Customer-focused mindset with excellent communication and interpersonal skills.

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Ability to multitask, prioritize, and work effectively in a fast-paced environment.

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Team player with a proactive approach to problem-solving.

Work Environment

Professional office environment with close collaboration among team members. The role requires effective communication with internal departments and external customers to ensure smooth service operations. The position requires adherence to company safety protocols and collaboration with teams to uphold a safe working environment during on-site engagements.

Physical Requirements

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Regular use of computers and phones for communication and order processing.

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Occasional handling and packaging of small parts orders (up to 20 lbs).

Additional Notes

This job description outlines the essential functions and basic duties of the position. It is intended as a guideline and is not exhaustive. Additional duties may be assigned. Aerzen Canada Inc. is an equal opportunity employer. Reasonable accommodations will be considered, to enable qualified individuals with disabilities to perform the job responsibilities. This document is not an employment contract, and Aerzen Canada Inc. reserves the right to modify it or assign other tasks as need.