Sirco Machinery is the Haas Factory Outlet for eastern Canada. When a customer's machine goes down, their production stops, and we are the people they call.

You will be the first voice a customer hears when they need help, and you will answer promptly. Requests come in by phone, email, and our website, and this newly created role puts a capable, technically minded person at the front of that line.

Customers under pressure rarely give the full picture. "It's not working" is a common starting point. Your job is to ask the right questions, document the issue properly, and get it to the right person with everything they need. That is often the difference between a quick remote fix and days of machine downtime.

You are not expected to repair machines over the phone. You are expected to capture the problem so well that our technicians arrive prepared, to resolve common issues using our documented guides, and to make every customer feel heard.

What you will do

- Answer incoming service calls, emails, and web requests promptly. When a machine is down, response time is everything
- Identify what the customer actually needs: service, applications support, parts, or information
- Gather the details that matter: machine serial number, alarm numbers and descriptions, whether the alarm resets, whether the issue is constant or intermittent, when it happens, and what changed before it started
- Open and document every case in Salesforce, and check the machine's service history for context
- Request supporting material from the customer: photos, videos with sound, error reports, and for applications issues, the program and setup details
- Handle common requests at first contact using our library of documented procedures and troubleshooting guides
- Send new customers their training preparation materials ahead of operator training




- Work hand in hand with the Service and Applications Manager to prioritize, schedule, and escalate
- Keep customers informed: when their call is booked, when parts are on the way, when their case is being worked on, and when someone will call them back
- Coordinate with our Quebec office on requests from Quebec customers
- Spot repeat issues and patterns and bring them forward

What we are looking for:
- Technical aptitude and genuine curiosity about how machines work
- Hands-on experience with CNC machines, machining, or industrial equipment is a strong asset. If you are a machinist, operator, or technician who wants to move off the shop floor, we want to hear from you
- Experience as a service coordinator or dispatcher for technical equipment (industrial, HVAC, elevator, forklift, or similar) is also a strong fit
- A calm, confident phone presence, especially with customers who are under pressure
- Clear, organized writing. Your case notes are what our technicians rely on
- Comfortable with computers. Salesforce or other CRM or ticketing experience is an asset

Why this role:
- Product training on Haas machines, with a clear path to grow within our service department
- You will learn from experienced technicians and applications engineers
- Stable, established company with competitive pay and benefits
- A role that visibly matters: you will change how our customers experience service

This posting is for an existing vacancy. Sirco Machinery is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Pay: From $60,000.00 per year

Benefits

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- In office parking
- Paid time off
- Vision care

Application question(s):
- Describe your experience with CNC machines or other technical equipment, and tell us about a time you helped a frustrated customer.

Work Location: In person

📌 Service Coordinator (Etobicoke)
🏢 Sirco Machinery Co.
📍 Etobicoke