Company Overview

Northern Dock Systems is a leading provider in the sales and service of loading dock equipment, industrial doors, and HVLS fans—designed to enhance safety, boost productivity, and reduce energy costs. With a reputation built on honesty, integrity, and innovative solutions, we partner with customers to develop tailored strategies that meet their unique operational needs.

The Service Coordinator is responsible for coordinating and supporting the daily service operations of the branch by scheduling technicians, managing customer service requests, processing work orders, and ensuring timely communication between customers, technicians, and internal departments. This role plays a critical part in delivering exceptional customer service while supporting the efficient operation of overhead door, loading dock equipment, and preventive maintenance services.

Key Responsibilities

Customer Service & Communication

- Receive and process incoming service requests via phone, email, and online platforms.
- Respond to customer inquiries regarding service status, scheduling, quotations, and billing.
- Maintain professional and positive customer relationships.
- Provide customers with updates on technician scheduling, repair status, and parts availability.
- Escalate customer concerns to the Service Supervisor when required.

Scheduling & Dispatch Coordination

- Schedule service calls, preventive maintenance visits, and emergency repairs.
- Assign service technicians based on skill level, location, and workload.
- Optimize daily service schedules to maximize efficiency and customer response times.
- Monitor technician progress throughout the day and adjust schedules as needed.




- Coordinate after-hours emergency service calls when required.

Work Order Management

- Create, update, and maintain service work orders in the company's service management system.
- Ensure accurate entry of customer information, customer assets, equipment details, labor, and materials.
- Review completed work orders for completeness and required documentation.
- Close completed work orders and prepare them for invoicing.
- Maintain accurate service records and customer history.

Administrative Support

- Assist with preventive maintenance contract administration and scheduling.
- Process warranty claims and manufacturer documentation when required.
- Manage service-related filing, reports, and documentation.
- Support service management with administrative projects and operational tasks.

Parts & Inventory Coordination

- Track parts availability and communicate delays to customers and technicians.
- Work closely with purchasing, warehouse, and delivery teams.
- Coordinate parts deliveries and parts drop offs/exchanges.

Billing & Reporting

- Review technician paperwork for labor and material accuracy.
- Assist accounting with invoicing, purchase orders, and billing inquiries.
- Track open work orders, pending parts, and outstanding service requests.




- Support departmental KPI tracking and performance reporting.

Qualifications

- Post-secondary education in Business Administration, Office Administration, Customer Service, or a related field is considered an asset.
- Minimum 2-3 years of experience in customer service, dispatching, scheduling, or service coordination.
- Experience in the overhead door, construction, facility maintenance, building products, or industrial service industry is preferred.
- Experience working in a quick-paced service environment is an asset.

Knowledge & Skills

Technical Knowledge

- Familiarity with service dispatching and scheduling processes.
- Understanding of overhead doors, dock equipment, automatic doors, or construction-related services is considered an asset.
- Experience with service management software, ERP systems, or CRM platforms.

Core Competencies

- Excellent customer service and communication skills.
- Strong organizational and multitasking abilities.
- Ability to prioritize workload in a fast-paced environment.
- Solid attention to detail and accuracy.
- Problem-solving and conflict-resolution skills.
- Team-oriented with the ability to work independently.
- Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.

Join us as a Service Co-ordinator and become an integral part of a dedicated team committed to delivering outstanding service solutions! Pay: From $55,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match
- Wellness program

Work Location: In person

📌 Service Co-ordinator (Brampton)
🏢 Northern Dock Systems
📍 Brampton