What Youll Do The Role Responsibilities Ensure all customer interactions both internally and externally are performed to the expectations of excellent customer service including facilitating our commitment to be on time conveying what to expect ensuring the technician arrives prepared and developing a strong relationship and understanding of the various sites and site personnelMaintain open communication with Service Managers to maximize awareness of field operations and requirementsConfirm availability and staging of all required parts andor equipment for the technician at the most efficient pickup point including off site storage unitsFacilitate payment means pre approvals purchase orders and initiate opening of new accountsEmergency dispatching ensure the 20 minute rule is followed and that urgency creditworthiness and the appropriate technician are considered prior to response Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on siteScheduling contracted maintenance work PM PMO Monthly Weekly LBT ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possibleInvoicing ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity Verify the accuracy of all work orders prior to invoicing ie technician hours labour rates and parts used must be accounted for and billed correctly prior submitting the invoice All completed work orders must be invoiced within 72hours of the work performedMonitor multiple National Smart Lists to determine available calls that can be invoicedCreate Customer invoices for contractual Field Service work performed Ensure accuracy in amounts compared to contractsProcess invoices and forward them to our customers by mail or email adjusting invoices as needed with the required creditsMonitor return invoice inbox for customer correspondence and rejected invoicesFollow up with the branches technicians for completion of documentationVerify that all supporting documentation is attached to each invoiceEnsure metrics set in place with monthly goals are achievedAttend quarterly meetings and be ready to share ideas revolving around invoicingCoordinating warranty work ensure work orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator Ensure technicians are aware of the time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the workScheduling Quoted Repairs Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work All approved major and minor repairs shall then be scheduled and executed in a timely manner after verifying that any parts required to complete the repair are in stock and allocated to the jobVerifying technician timecards submit technician timecards to the CSM daily by 10am Prior to submission verify that time sheet numbers align with invoicing Notify the CSM of any discrepanciesEfficient scheduling Dispatch technicians within their territories minimizing windshield time and maximizing productivity and by way of efficient scheduling Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job including the site contact to the technicianCommunication Proactively advise customers of after hours rates and alternatives prior to dispatching when overtime charges may apply Work with the contracts department to establish policies practices and systems to improve the invoicing function and process Interact with other department personnel to ensure accurate accounting on all invoicesDocumentation as work orders are completed ensure that any noteworthy information relayed by the technician eg parts required cable lengths number of techs required for execution or any other special requirements are documented accurately for future reference Ensure all related company documents are accurate professional spell checked and aesthetically pleasing for all our customers and suppliersIn the case of a power outage or declared State of Emergency by any level of Government be available for workOther tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSSWhat You Need Requirement Minimum 2 years dispatching experience in a similar industryDemonstrated ability to troubleshoot basic questions of a technical natureExcellent working knowledge of Microsoft Office and strong computer skills aptitudeTime management accountability and dependabilityExcellent communication; verbal and writtenExcellent problem solving negotiation and decision making skillsExcellent organizational skills with strong multi tasking capabilitiesWe Offer Comprehensive medical dental and vision benefitsEmployer RRSP matching programHealth & wellness spending accounts and Employee Assistance ProgramPaid time off and statutory holidaysTuition reimbursement and career development opportunitiesCompany vehicle for select roles and on site parking

📌 Customer Support Specialist (Canada)
🏢 Total Power
📍 Canada