Service Coordinator/Scheduler

Job purpose

The purpose of the Service coordinator/scheduler involves overseeing, providing guidance and direction in tandem with service advisors for up to 45 technicians related to their daily tasks. They also oversee the scheduling of inspections, small installations, and repairs to ensure timely and efficient completion. S/He contributes to LESG's revenue stream by confirming the right people/equipment are being sent to the customer’s site and that the entire pool of technician resources is allocated to its full extent.

This is an in-house position, not remote or hybrid.

Duties and responsibilities

The primary duties and responsibilities of the Service coordinator/scheduler include, but are not limited to, the following:

- Scheduling/Routing/Dispatching of Service Technicians

- Directing and assigning daily work tasks to field technicians, ensuring optimal productivity.

- Ensuring the technician schedules and business system are up to date with all work assignments.

- Coordinating accommodations/per Diems where out of town work is required.

- Dispatching technicians for service calls and scheduled work, ensuring timely response and completion.

- Scheduling all service work to be performed in their respective territory.

- Follow up with customers to ensure jobs have been completed satisfactorily.

- Manage projects from start to finish (e.g., small installations, inspection projects, Service calls etc.)

- Effectively communicate expectations to team members in a timely and clear fashion.

- Analyze past volume and staffing patterns and can implement changes based on the forecast/seasonality of the business.

- Service Advising/Quoting – prepare, communicate and follow up with proactive and reactive service quote for designated territory(s).

- Working closely with the Health & Safety/HR department to ensure technicians remain compliant with on-site training requirements.

- Review and submittal of customer pre-task plans and other administrative requirements prior to work being performed.

- Coordinate internal resources and third parties/vendors for the efficient execution of projects.

- Issuing and receiving of P/O’s

- Sourcing rental equipment when required.

- Sourcing sublet vendors where required

- Assisting in the coordination and tracking of technician training, including scheduling and monitoring progress through in-house training modules.

- Ability to provide sales staff/SA’s/Management forecasting of Field Services.

- Works closely with other departments to identify staffing gaps.

- Analyze past volume and staffing patterns and will implement changes based on the forecast/seasonality of the business.

- Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

- Answer Phone Calls and Emails to address any customer concerns with the highest level of response and attention.

- Ensuring that technicians with specific accommodation or restrictions are assigned to appropriate tasks that do not conflict with their limitations.

- Supporting the Service Manager in various administrative tasks and special projects as needed.

Qualifications

- Working experience with a demonstrated aptitude for problem-solving; ability to determine solutions for customers.

- Exceptional time management and organization skills

- The ability to handle multiple projects simultaneously.

- High accuracy and attention to detail.

- Effective interpersonal skills, with a strong emphasis on communication skills (verbal / written)

- Knowledge of the crane and lifting device industry an asset

- A background in industrial safety is an asset.

- Proficiency in using Microsoft Office Suite applications.

- Prior office experiences are an asset.

- Willingness to be flexible when scheduling technicians.

Working conditions

- Flexible hours are sometimes required.

- Working near other service advisers or co-workers.

- Background noise can be distracting at times – other conversations, noise from fabrication/shop area, etc

Physical requirements

- Sitting for extended periods of time

- Typing for extended periods of time

It is the policy of The Liftsafe Group of Companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, provincial, or local law. The Liftsafe Group of Companies welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.