Service Coordinator

What we will offer you: 

Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that you hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.

As a key member of the National Operations Team, reporting to the Service Manager, the Service Coordinator will be responsible for proactively directing and dispatching the daily work schedules of Service Technicians to effectively and efficiently meet customer service needs.  The Service Coordinator will also review and manage orders, removing obstacles and be responsible for updating and maintaining re-occurring service orders and daily activity associated with customer service requests.

The Service coordinator will be required to support the service organization in meeting its Key Performance Indicators (KPIs) as communicated by the Service Management Team.

What you'll do:

• Build positive, collaborative relationships with all points of contact including and work collaboratively to utilize available resources to successfully meet customer needs and expectations.
• Act as the primary point of contact for Service Technicians dispatching daily work and ensuring order fulfillment. Monitor the progress and execution of the work plans and adjust schedules accordingly to meet customers’ service requests and requirements.  
• Review and verify service technician routing & ensure route efficiency prior to assigning as a daily work plan. This daily plan must meet the calls per day & productivity objectives.
• Troubleshoot and resolve issues encountered by the Service Technician including Pegasus handheld issues, routing or scheduling issues or conflicts, and activate fleet contingency plans when necessary.
• Confirm and verify service appointments with customers, reschedule appointments and create recurring orders as required to meet external and internal requirements for compliance, maintenance, preventative maintenance and daily customer requests for service to increase efficiency and improve response time commitments to customers.
• Collaborate with the Market Manager (MM) & Field Operations Manager(s) (FOM) to update and provide feedback on day to day operations, staffing activities and the achievement of performance standards. Immediately notify the MM/FOM of any safety, performance and attendance issues or successes.
• The MM/FOM, as the direct manager of the Driver / Service Technician, will then manage the situation accordingly, addressing performance gaps to performance standards.
• Review, manage and report on service work orders daily from Service Technicians to ensure they are completed accurately & timely in accordance to our processing objectives and that service technician productivity/utilization is meets our KPI target.
• Comply and consistently utilize standard processes and procedures to effectively manage customer and operational needs.
• Answer overflow inbound calls requiring delivery or service and participation in after-hours on-call rotation as required.
• Review service exceptions with customer related to time on location and / or late delivery of service.

What you bring:

• Minimum grade 12 education, preferably with relevant post-secondary education, and/or technical certification in operations or logistics.
• Minimum three (3) years previous dispatch and / or service coordination experience.
• Proven customer-focused work style, with strong communication and organizational skills to meet our customer promise.
• Delivers on commitments with the ability to respond to customers needs effectively.
• Superior communication skills (verbal & written) and the ability to present information to a variety of audiences.
• Intermediate computer skills, specifically Microsoft Office, are required and previous experience with MS Access, FSM and routing or mapping technology is preferred.
• Working knowledge of applicable National and Provincial regulations with respect to Propane or Natural Gas Service activities
• Working knowledge of applicable Departments of Transportation and Employment Standards as it relates specifically to the trucking/driving and transportation of dangerous goods.
• Safety and technical knowledge, with the ability to respond effectively to emergencies.