Service Coordinator

Active Mechanical

About Active Mechanical

Active Mechanical is a long-standing company in the mechanical services industry with over 25 years of experience. We are committed to providing the highest level of service to all our customers, from the first phone call to our office through to our technicians completing the job on site.

Over the years, we have built a great team both in the office and in the field. We are committed to our employees and strive to provide a safe and positive work environment, opportunities for growth, and encourage further education and training.

We look forward to welcoming an enthusiastic, experienced and motivated individual to our Service Department in a leadership capacity.

Position Summary The Service Coordinator is responsible for overseeing and coordinating the daily administrative, dispatch and service coordination operations of the Service Department. This position provides direct supervision, leadership and support to the Service Dispatchers, ensuring that daily service operations are organized, efficient and meeting departmental expectations.

The Service Coordinator is responsible for managing the overall dispatch workflow, monitoring workloads, maintaining scheduling efficiency, overseeing work order administration, reviewing and pricing completed service reports, preparing customer quotations and ensuring service jobs are properly documented, completed and prepared for invoicing.

This position serves as the primary point of contact for the Service Dispatchers when issues arise that require additional direction, support or management intervention. The Service Coordinator works closely with Service Management, Service Supervisors, technicians and other internal departments to ensure the Service Department operates efficiently and meets its operational and administrative responsibilities.

The successful candidate must possess strong leadership, organizational, communication and problem-solving skills, with the ability to manage competing priorities, hold team members accountable and take ownership of departmental processes.

Key Responsibilities and Duties

Including, but not limited to:

1. Dispatch Team Supervision and Management

- Provide direct supervision, leadership and daily direction to the Service Dispatchers.
- Establish priorities, assign responsibilities and ensure workloads are distributed appropriately.
- Monitor dispatcher performance, productivity, accuracy and follow-through.
- Provide guidance, training and support to dispatchers to ensure departmental procedures and expectations are consistently followed.
- Hold dispatchers accountable for their assigned responsibilities, deadlines and deliverables.
- Address performance concerns, identify training requirements and communicate staffing or resource concerns to Service Management.
- Serve as the primary escalation point for dispatchers when customer concerns, scheduling conflicts or operational issues cannot be resolved at their level.
- Encourage teamwork, communication and accountability within the dispatch team.

2. Daily Service Operations and Scheduling Oversight

- Oversee daily dispatch operations to ensure technicians are being scheduled and utilized efficiently.
- Monitor technician availability, workload, scheduling priorities and resource allocation.
- Ensure emergency service calls and high-priority customer requests are addressed appropriately.
- Review daily schedules and identify potential conflicts, inefficiencies or resource shortages.




- Ensure service calls are being assigned based on technician qualifications, availability, location and job requirements.
- Monitor preventative maintenance scheduling and ensure contractual service obligations are being met.
- Coordinate with Service Supervisors to address scheduling challenges, technician availability and operational requirements.
- Ensure dispatchers are maintaining accurate and current schedules and communicating changes effectively.

3. Work Order and Service Administration Oversight

- Oversee the complete work order process from initial customer request through to job completion and administrative closeout.
- Ensure work orders are properly created, assigned, updated and maintained within the company's dispatch software.
- Monitor outstanding, incomplete and open work orders to ensure timely follow-up and resolution.
- Ensure technicians are submitting required paperwork, service reports, labour hours, materials and job documentation.
- Monitor completed service calls to ensure all required information has been received and entered accurately.
- Ensure work orders are properly reviewed and closed out in preparation for invoicing.
- Identify jobs that are outstanding, incomplete, awaiting documentation, pricing or approval, and ensure appropriate follow-up takes place.
- Work with Accounting and other internal departments to resolve administrative issues affecting invoicing and job completion.
- Monitor the status of estimates, purchase orders, permits and other required service documentation.
- Ensure service administration is maintained accurately and consistently.

4. Service Pricing and Quotation Management

- Review completed service reports and technician documentation to determine the appropriate pricing for service work.
- Prepare and process service report pricing, including labour, materials, equipment, subcontractor costs and applicable markups.
- Ensure service reports are accurately priced and submitted for invoicing in a timely manner.
- Prepare customer quotations and estimates for service repairs, replacement equipment and other service-related work.
- Review technician findings, material requirements and job details to ensure quotations are accurate and complete.
- Coordinate with Service Supervisors, technicians, vendors and subcontractors when additional information or pricing is required.
- Follow up on outstanding quotations and ensure they are submitted to customers in a timely manner.
- Track quotation status and communicate approved, declined and outstanding quotations to the appropriate personnel.
- Ensure pricing and quotations are completed in accordance with company procedures and established pricing guidelines.
- Identify discrepancies, missing information or unusual costs and bring them to Service Management's attention when necessary.

5. Customer Service and Internal Communication

- Ensure customers receive professional, timely and consistent communication throughout the service process.
- Assist with escalated customer concerns and service-related issues requiring management attention.
- Maintain effective communication with Service Supervisors,



technicians, dispatchers, Accounting and other internal departments.
- Ensure important scheduling changes, operational issues and customer requirements are communicated to the appropriate individuals.
- Act as a central point of coordination between the dispatch team and Service Management.
- Promote a professional and customer-focused approach throughout the Service Department.

6. Subcontractor and Project Coordination

- Oversee the coordination and scheduling of subcontractors for service-related work.
- Ensure subcontractor work orders are properly issued and scheduling requirements are communicated.
- Coordinate with internal departments on service projects, small projects and other operational requirements.
- Monitor outstanding subcontractor documentation, work completion and related administrative requirements.
- Assist in identifying scheduling or resource conflicts that may impact project and service commitments.

7. Reporting, Performance and Process Improvement

- Monitor outstanding work orders, completed jobs, unbilled work and jobs awaiting administrative completion.
- Maintain visibility of the department's workload and identify areas requiring attention.
- Provide regular updates to Service Management regarding dispatch operations, outstanding work, workload concerns, pricing, quotations and departmental performance.
- Identify opportunities to improve dispatch procedures, administrative processes and overall operational efficiency.
- Develop and maintain consistent procedures and expectations for the dispatch team.
- Ensure departmental deadlines and administrative requirements are being met.
- Identify recurring operational challenges and bring forward recommendations for improvement.

Skills and Abilities

- Strong leadership and supervisory skills, with the ability to manage and motivate a team.
- Excellent organizational, time-management and prioritization skills.
- Solid verbal and written communication skills.
- Excellent problem-solving and decision-making abilities.
- Ability to manage competing priorities in a fast-paced service setting.
- Strong attention to detail and commitment to accuracy.
- Ability to hold team members accountable while providing appropriate guidance and support.
- Proficient in Microsoft Office and general computer applications.
- Experience with dispatch, service management or work order software.
- Strong understanding of administrative processes, work order management, service pricing and invoicing procedures.
- Ability to prepare accurate customer quotations and estimates.
- Mechanical or HVAC industry knowledge is considered an asset.
- Ability to work independently and take ownership of departmental responsibilities.

Experience and Qualifications

- Minimum 5 years of experience in service coordination, dispatch or service administration.
- Previous supervisory or team leadership experience is preferred.
- Experience within the mechanical, HVAC or commercial service industry is preferred.
- Demonstrated experience managing workloads, coordinating resources and overseeing administrative processes.
- Experience preparing service quotations, estimates and pricing service work.
- Experience with service management software and work order systems.

Pay: $75,000.00-$90,000.00 per year

Benefits

- Company events
- Extended health care
- On-site parking
- RRSP match
- Wellness program

Experience:
- Dispatching and Customer Service: 5 years (required)

Work Location: In person

📌 Service Team Coordinator (Mississauga)
🏢 ACTIVE MECHANICAL
📍 Mississauga