Loyalty Markets
Location: 1177 Caledonia Road, North York (on-site)
Hours: Monday–Friday, 7:00 AM – 4:00 PM, with evening and weekend on-call as needed
Reports to: Director, Customer Success
Type: Full-time, permanent
Compensation: $57,500 per year
This posting is for an existing vacancy.

The job

Loyalty Markets keeps coffee, fresh food and smart-fridge equipment running at hundreds of workplaces across the GTA. Our route drivers and service technicians are on those sites every week, and they see problems before anyone else does. You're the person who turns what they report into action.

This is the operational hub of our service function. Work orders come to you from our own field team and from Client Success. You decide what each one actually needs — a part, a technician visit, a swap, or nothing at all — then you assign it, track it, and confirm it got done. You also run the logistics behind every equipment installation and removal, and you keep our parts and equipment inventory accurate enough that technicians never arrive empty-handed.

It's a desk job with a warehouse attached. You need to be organized enough to hold thirty open work orders in your head, and technical enough to read a field report and know what it really means.

What you'll do

Work order intake and triage

- Receive and log service issues reported by route drivers, service technicians and the Client Success team, and make sure nothing gets raised verbally and then lost.
- Pull the equipment's service history before deciding anything — repeat faults, recent parts replaced, age of the unit, warranty status.
- Diagnose from the field report. Work out whether you're looking at a mechanical fault, a settings or configuration issue, a consumable problem, a telemetry or connectivity failure, or a site-side issue like power or water supply.
- Ask the follow-up questions that close the gap. Field reports are often incomplete — "machine not working" needs three more questions before it's actionable.
- Screen out what doesn't need a technician. A meaningful share of reported faults can be resolved by the route driver on their next scheduled visit, remotely through the platform, or by the client themselves. Catching those keeps our technicians on the work that genuinely needs them.
- Decide the right response: remote fix, add to the driver's next route stop, schedule a technician, ship a part, or swap the unit.

Technician scheduling and work order management

- Build and maintain the technician schedule, balancing urgency, technician skill set, parts availability and geography so the day's route makes sense.
- Set and communicate priority. A down machine at a 400-person site is not the same as a flickering display at a 20-person office, and the schedule should reflect that.




- Confirm the required parts are in hand — or on order with a known date — before a visit is booked. A wasted trip costs more than a delayed one.
- Reschedule in real time when jobs run long, sites cancel, or an emergency comes in.
- Track every work order through to closure, chase anything ageing, and escalate what's stuck.
- Capture the outcome. Make sure technicians report what was actually wrong, what was replaced, and how long it took, so the history is worth something next time.
- Keep Client Success informed on anything affecting a client's service commitments, so they're never surprised by a client call.

Installations, removals and site moves

- Coordinate the scheduling and execution of new equipment installations, equipment swaps, site relocations and removals.
- Run the pre-install checklist with the site: confirmed power and outlet type, water supply and drainage where required, network or cellular signal, floor clearance and door widths, loading dock and elevator access, building insurance requirements, certificates of insurance, and permitted work hours.
- Book and brief external transport partners, and confirm who is doing what on the day.
- Prepare and issue the install package — equipment serial numbers, configuration and pricing setup, planogram, signage, payment device pairing.
- Confirm completion: equipment operational, telemetry reporting, cashless payments tested, asset records updated, and site signed off.
- On removals, make sure the unit comes back clean, with its accessories and payment hardware, and is properly logged back into inventory rather than disappearing into a corner of the warehouse.

Parts and asset control

- Maintain accurate real-time counts of spare parts, machines, payment hardware and consumables at our Caledonia Road hub.
- Run routine cycle counts and reconcile discrepancies, rather than waiting for an annual count to discover a problem.
- Set and adjust reorder points based on actual consumption, so common parts are always on hand and slow-moving stock isn't tying up capital.
- Place and track parts orders with suppliers and OEMs, chase backorders, and manage warranty claims and returns.
- Maintain the asset register: every machine's serial number, model, location, install date, service history and current status — deployed, in transit, in the shop, or available.
- Issue parts to technicians against work orders so consumption is traceable to a job.




- Keep the warehouse organised well enough that any part can be found in under a minute.

Equipment readiness

- Confirm returned equipment is inspected, cleaned, tested and either made deployment-ready or written off — you're coordinating and verifying this work, not running a full bench rebuild.
- Maintain a ready-to-deploy pool so a new account or an emergency swap never waits on prep.
- Verify configuration before anything leaves: pricing, planogram, payment device, telemetry connection, firmware.

Reporting and improvement

- Track and report the numbers that matter: open work orders, time to close, first-time fix rate, repeat visits, parts spend, and equipment downtime by site.
- Identify the equipment models and client sites that keep generating work, and bring the pattern to leadership with the data behind it.
- Flag systemic issues — a part that keeps failing, a supplier that's always late, a site that's never accessible — rather than absorbing them quietly.

What we're looking for

- 2–4 years in service coordination, scheduling, or equipment and parts support. Vending, office coffee, appliance, HVAC, elevator or similar field-service environments are ideal.
- Technical judgment. You don't need to be a technician, but you should be able to read a field report, ask the right follow-up question, and tell a real fault from a misunderstanding.
- Strong with work-order or ticketing systems, scheduling tools and spreadsheets. Inventory or asset management experience is a significant plus.
- Genuinely organised, with the follow-through to close loops nobody is chasing you on.
- Comfortable holding people to commitments — technicians, suppliers and transport partners.
- Valid Ontario Class G driver's licence.
- Able to pass a criminal record check, which some of our client sites require for access.
- Comfortable working in and around a warehouse, handling equipment and parts with the proper tools and assistance where needed.

What we offer

- Group health and dental HSA benefits after three months
- Two weeks paid vacation
- Employee product discounts
- A real path forward — we're growing quickly, and this seat sits at the centre of operations. The people who run it well move up.

To apply

Loyalty Markets is an equal opportunity employer. Accommodation is available on request for candidates participating in any stage of the hiring process — just let us know what you need.

We do not use artificial intelligence to screen, assess or select applicants.

Pay: $57,500.00 per year

Advantages:

- Discounted or free food
- On-site parking

Experience:

- scheduling, or equipment and parts support: 2 years (required)
- service coordination: 4 years (preferred)
- Vending and/or office coffee field service: 3 years (preferred)

Work Location: In person

📌 Field Service & Equipment Coordinator (North York)
🏢 Loyalty Vending
📍 North York