About the Company

An established provider of commercial heating systems is seeking to add a Service Dispatcher to its growing service team. The company provides complete support including equipment sales, professional installation, ongoing maintenance, technical service, and after-sales support.

The organization is built around quality workmanship, responsive customer service, and a commitment to supporting customers throughout the life of their equipment.

Role Summary

We are looking for an organized, customer-focused Service Dispatcher to support field service operations across multiple regions. This position serves as the central coordination point between customers, service technicians, and internal teams, helping ensure service requests are received, scheduled, communicated, and followed through efficiently.

The Service Dispatcher is responsible for answering incoming service calls, gathering accurate customer and equipment information, creating and updating service requests, coordinating technician schedules, and maintaining visibility of open work. The role also helps ensure customers receive timely updates and that service technicians have the information they need before arriving on site.

Previous experience in dispatching, customer service, scheduling, field service, or a service-based industry is an asset. Familiarity with service-management software and coordinating mobile field employees would also be beneficial. Training will be provided on company products, service processes, and the systems used to manage customer and technician activity.

Work Schedule and Location

This is a full-time, office-based position in Waterloo,



typically working 40 hours per week Monday through Friday. The dispatcher will support field service activity across multiple geographic regions from a centralized location.

Workload and service activity will vary seasonally, with August through February representing the busiest service period. During peak periods, the role requires robust organization, prioritization, and communication to coordinate changing schedules, urgent service requests, technician availability, and customer expectations.

The position works closely with field technicians, senior technical staff, management, and other office personnel to ensure service work moves efficiently from the initial customer request through scheduling, completion, and any required follow-up.

Key Responsibilities

- Answer incoming service calls, gather accurate customer and equipment information, and provide a professional first point of contact.
- Schedule and dispatch technicians based on location, availability, urgency, travel efficiency, and service requirements.
- Maintain accurate service requests, customer records, technician calendars, and visibility of open or outstanding work.
- Communicate with customers regarding appointments, scheduling changes, follow-up requirements,



and service status.
- Coordinate with technicians and internal teams, escalating technical or complex issues to the appropriate service resource while helping protect technician productive time.

Qualifications

All required product and process training will be provided; however, experience or interest in the following areas will help candidates stand out:

- Strong customer service and support skills.
- Previous experience in dispatching, scheduling, field service, or service coordination.
- Technical familiarity with HVAC, plumbing, electrical, mechanical systems, construction, or a related trade is an asset.
- Strong problem-solving, organizational, and prioritization skills.
- Self-motivated and able to work effectively with limited supervision.
- Strong team player who can communicate effectively with customers, technicians, and internal staff.

Perks and Benefits

- Full training provided
- Paid vacation and holidays
- Overtime opportunities
- Weekends off

The company is committed to creating an inclusive workplace where different backgrounds, experiences, and perspectives are valued. The successful candidate will join an experienced service organization focused on quality, customer support, teamwork, and continuous improvement.

Job Type: Full-time

Pay: $23.00-$26.00 per hour

Benefits:

- Paid time off

Application question(s):

- Please indicate your level of proficiency in English?

Basic, Conversational, Professional Working Proficiency, Native

Location:

- Waterloo, ON (required)

Work Location: In person

📌 Customer Service/Dispatcher (Waterloo)
🏢 Recognized
📍 Waterloo