Service Coordinator

The Opportunity

Support the delivery of exceptional customer service and operational performance within the Power Systems branch. As the Service Coordinator, you will serve as a key resource for the service coordination team, helping drive service excellence, customer satisfaction, process consistency, and efficient execution of branch operations.

Working closely with the Branch Manager, Service Manager, technicians, and customers, you will assist with workflow coordination, service administration, scheduling, project support, repair quotations, costing activities, and continuous improvement initiatives that contribute to the success of the Power Systems business.

The Role

• Act as the primary resource and subject matter expert for service coordination and administration activities.
• Coordinate and support the timely delivery of service repair quotations to branch customers, including researching parts and estimating labor requirements where required.
• Coordinate and manage technician schedules and service resources to ensure efficient utilization and timely response to customer requirements.
• Prioritize and adjust schedules based on customer needs, workload demands, technician availability, and business priorities.
• Communicate scheduling updates, service commitments, and changes to customers, technicians, and internal stakeholders.
• Monitor and analyze service center KPIs, job statuses, backlog, WIP, quotation turnaround times, and service delivery metrics; identify and recommend process improvements.
• Review service backlog, WIP, quotation turnaround times, and other operational metrics to support branch performance objectives and identify opportunities for improvement.
• Support the service coordination team by helping troubleshoot customer issues and determining the best solutions to meet customer needs.
• Assist in the development and maintenance of service administration tools, reference materials, and databases.
• Respond to customer inquiries via telephone and electronic communication in a timely and professional manner, delivering exceptional internal and external customer service.
• Follow up with customers regarding outstanding quotations and completed repair work.
• Work collaboratively with technicians, service administration, parts personnel, and other branch team members to ensure efficient execution of service work and delivery of exceptional customer support.
• Collaborate and coordinate branch responses to RFQs and project opportunities.
• Conduct costing and analysis activities for service jobs and projects to support continuous improvement and operational efficiency within Power Systems.
• Perform quality control and administrative review activities to ensure accuracy and consistency.
• Support branch leadership with business improvement initiatives and operational development opportunities.
• Assist with onboarding, training, and knowledge sharing within the service coordination team.
• Act as a backup resource for key service administration functions as required.
• Support regional leaders in improving and developing business

The Candidate

Education:
College diploma, post-secondary education, or equivalent work experience.

Experience:
4-5 years of related experience in service coordination, customer support, parts operations, supply chain, or product support environments. Experience scheduling technicians and coordinating service resources is considered an asset.

Knowledge:
Working knowledge of industrial equipment, service and repair processes, parts sourcing, and customer support functions. Experience within Power Systems, engines, generators, or related equipment is considered an asset.

Communication:
Strong customer service, organizational, and interpersonal skills with the ability to build positive working relationships.

Analytical Skills:
Ability to review operational data, identify trends, and recommend improvements.

Technical Skills:
Proficient in Microsoft Office applications including Outlook, Excel, Word, and PowerPoint. Experience with Infor M3 and other service administration or ERP systems is considered an asset.

The Company

Since 1858, Wajax has been serving major Canadian industries as one of the nation’s leading mobile equipment, power systems, and industrial products and services providers. Wajax operates in the mining, oil sands, oil & gas, construction, forestry, industrial/commercial, transportation, and metal processing industries – to name a few.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.” Highlights include:

• 100% employer paid medical and dental benefits with no waiting period for eligibility
• Wajax-led e-learning, and product training through industry leading manufacturers such as Hitachi, 3M, and Detroit Diesel.
• Discounts with the “Big 3” auto manufacturers, equivalent to their internal employee pricing.

Wajax is committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

As a condition of employment, final candidates will be subject to pre-screening.

\\ Together we get more done.