About Norm's Plumbing, Heating & Air Conditioning and the role.

Norm's Plumbing, Heating & Air Conditioning is a trusted, family-owned business proudly serving Nanaimo, Ladysmith, Parksville, and Qualicum for over 50 years. Built on a foundation of integrity, professionalism, and exceptional customer care, Norm's has become a leading name in plumbing and HVAC services across Central Vancouver Island.

Our team is committed to delivering high-quality workmanship and long-lasting solutions, ensuring every job is done right the first time. Through decades of service, we've earned the trust of our community and recognition as one of the region's top plumbing and heating companies. At Norm's, we believe in building relationships, not just completing transactions, and we take pride in standing behind our work and our people.

The Role The Installation Coordinator & Administrative Support role is a full time administrative and coordination position focused primarily on Plumbing and HVAC installation work. The purpose of this role is to keep installation jobs organized from estimate through completion, including booking, ordering, invoicing, warranty administration, rebates, job costing, and payment follow-up.

Primary Focus of the Role

- Plumbing and HVAC installation estimates, coordination, ordering, booking, invoicing, payment follow-up, job costing, warranty administration, and rebate support.
- Building and maintaining customer relations throughout the project.
- Installation quoting support and job costing when required.
- Reception and front desk duties
- Backup for, dispatch, payments, and general office duties when coverage is needed.

Main Responsibilities

Installation Coordination

- Prepare, book and assist with installation estimates and related paperwork.
- Coordinate approved installation jobs from estimate through completion.
- Book installations and help ensure the schedule is accurate and organized.
- Order equipment, parts, and materials needed for installation jobs.
- Confirm job readiness before installation, including required information, materials, customer details, and scheduling requirements.
- Communicate with customers, installers, office staff, sales staff, vendors,



and managers as needed to keep installation work moving smoothly.
- Opening and closing gas permits related to installation work.

Invoicing, Payments, and Job Costing
- Prepare and process invoices for installation jobs.
- Follow up to help ensure installation invoices are paid.
- Complete job costing for installation jobs after completion.
- Help identify missing costs, missing materials, or job documentation needed to accurately cost completed installation work.
- Maintain organized documentation related to installation invoicing, costing, and payment status.

Warranty Administration
- Prepare and submit warranty invoices to warranty companies.
- Equipment registration with manufactures.
- Track warranty claims and follow up as needed until the claim is resolved or paid.
- Handle manufacturer parts warranty paperwork and follow-up.
- Coordinate with technicians, installers, vendors, and manufacturers to gather information needed for warranty claims.

Rebate Support
- Assist installation customers with rebate paperwork and required documentation.
- Help customers understand what documents are needed for rebate submissions.
- Coordinate internally to collect invoices, equipment information, model numbers, AHRI or eligibility information, and other documents required for rebate support.
- Track rebate-related customer support tasks where needed so customers are not left without follow-up.
- Process internal and supplier Rebates.

Reception and Office Support
- Reception duties; answering the door and helping customers, Directing phone calls and emails.
- Provide backup dispatch support when required.
- Take customer payments and help with payment processing when needed.
- Assist with general office duties when coverage is needed and when doing so does not prevent completion of the primary role responsibilities.

What This Role Is Responsible For




- Keeping installation administration organized from estimate through completion and costing.
- Ensuring installation jobs are properly booked, ordered, invoiced, costed, and followed up on.
- Helping ensure completed installation work is billed and paid.
- Managing related warranty administration with warranty companies and manufacturers.
- Helping installation customers with rebate documentation.
- Supporting installation quoting and costing where required.

Success Measures
- Installation jobs are booked, ordered, documented, invoiced, and costed accurately.
- Completed installations are followed up for payment in a timely manner.
- Warranty claims and manufacturer parts warranty items are submitted and tracked properly.
- Rebate customers receive organized support and clear communication.

Qualifications & Attributes
- Previous experience in office administration, customer service, dispatching, or job costing.
- Experience in HVAC, plumbing, construction, restoration, transportation, or field service dispatching is considered a solid asset.
- Experience with Housecall Pro, ServiceTitan, or similar dispatching software is considered an asset.
- Strong communication skills, both verbal and written.
- Excellent organizational and time-management abilities.
- Comfortable multitasking and staying calm under pressure in a fast-paced environment.
- Proficiency with computers and office/scheduling software.
- Strong attention to detail and problem-solving skills.
- Positive attitude with a team-first mindset.

Benefits
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- RRSP match
- Vision care
- Wellness program
- 3 Weeks Holidays

Employees enjoy RRSP matching and annual profit-sharing opportunities as part of our commitment to sharing success with our team. Accepting applications until Sept 23rd. Only selected applications will be contacted.

Pay: $55,000.00-$65,000.00 per year

Benefits

- Casual dress
- Company events
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Work Location: In person

📌 Installation Coordinator & Admin Support (Nanaimo)
🏢 Norms plumbing and Heating
📍 Nanaimo