JOB TITLE:

SERVICE DISPATCH SUPERVISOR

ABOUT THE ROLE

We are seeking an experienced and highly organized Service Dispatch Supervisor to take ownership of our service dispatch operations and help lead the implementation and day-to-day use of our new BuildOps service management system.This is a hands-on supervisory role responsible for coordinating service calls, supporting technicians and clients, monitoring daily operations, and ensuring service requests are handled efficiently and professionally. The successful candidate will take the lead in organizing the dispatch function, maintaining accurate service records, and working closely with the Service Office team and management to continuously improve our processes.

KEY RESPONSIBILITIES:

Dispatch & Service Coordination

- Take ownership of the day-to-day service dispatch function and ensure the dispatch operation runs efficiently.
- Receive and prioritize incoming service requests from clients.
- Dispatch technicians to service calls based on urgency, location, availability, skill set, and scheduling requirements.
- Monitor and track all active service calls throughout the day.
- Coordinate changes to technician schedules and respond to urgent service requirements.
- Schedule future service calls and coordinate appointments with clients, technicians, and the Service Office team.
- Follow up on outstanding work orders and service calls requiring return visits.
- Proactively identify scheduling conflicts, delays, and service issues and work toward timely resolutions.

BuildOps System Ownership

- Take a lead role in the implementation and ongoing use of the BuildOps platform for service operations.
- Ensure service calls are accurately entered, updated, and closed within the BuildOps system.




- Help establish and maintain effective dispatch processes and workflows within BuildOps.
- Support team members with the system and help ensure consistent adoption of new processes.
- Identify opportunities to improve efficiency, communication, scheduling, and service tracking through the system.

Supervision & Team Support

- Provide day-to-day direction and support to the dispatch/service coordination function.
- Work closely with Service Office staff, technicians, and management to coordinate service requirements.
- Help establish clear priorities and ensure service requests are addressed appropriately.
- Assist with troubleshooting service and scheduling issues.
- Promote accountability, teamwork, and a high level of customer service.
- Escalate significant client, technician, scheduling, or operational issues to management as required.

Customer Service

- Maintain professional and responsive communication with clients, including condominium management companies, property owners, and mechanical engineering firms.
- Ensure clients receive timely updates regarding service calls, technician arrival times, scheduling changes, and follow-up requirements.
- Handle service-related concerns professionally and work with the appropriate internal teams to resolve issues.
- Maintain a strong focus on client satisfaction and service quality.

QUALIFICATIONS & EXPERIENCE REQUIREMENTS

- Minimum 3 years of service dispatch experience, preferably within the plumbing, mechanical,



construction, HVAC, or related service industry.
- Previous supervisory, lead, or coordination experience is an asset.
- Strong knowledge of the Greater Toronto Area (GTA) and surrounding areas.
- Strong organizational and time-management skills with the ability to prioritize multiple competing demands.
- Excellent customer service and communication skills.
- Qualified and confident telephone manner.
- Strong computer skills and the ability to learn and manage new software systems.
- Experience with BuildOps, Jonas Service Software, dispatch boards, GPS/technician tracking, and Microsoft Office/Outlook is an asset.
- Ability to remain calm and organized in a quick-paced, high-volume environment.
- Strong problem-solving and decision-making skills.

WHAT WE OFFER

- Competitive salary commensurate with experience and qualifications
- Fully paid medical and insurance benefits package
- RSP/DPSP program
- Stable, long-term employment with an established organization

WHY JOIN US?

With more than 35 years of experience, we have built long-standing relationships with condominium management companies, property owners, and mechanical engineering firms throughout the GTA. We are looking for someone who wants to build a long-term career with the organization and who is ready to take ownership of our dispatch operations, contribute ideas, and help us continue improving the way we deliver service to our clients.

To apply, please submit your resume along with two professional work references

Pay: $60,000.00-$80,000.00 per year

Benefits:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Work Location: In person

📌 Service Dispatch Supervisor (Canada)
🏢 New Water Plumbing
📍 Canada