Dispatcher - Victoria

Key Equipment Services, a division of Heritage Food Service Group of Canada, is the largest food equipment service provider in Western Canada.

We have 40 years of history, and our licensed, factory-trained technicians minimize downtime and prioritize urgent service.

In addition, we have an extensive support team to drive service excellence and we maintain a sizable inventory of OEM parts.

We are the industry leader in Canada, and we care beyond service!

A Day in the life :

Is delivering excellent customer service your goal at work? Then, we want to meet you. As a Dispatcher you are responsible for serving customers by efficiently dispatching service technicians to service calls.

A typical day consists of communicating constantly with the service technicians and other team members in order to affect the repairs as quickly as possible, with consideration for their skills, parts inventory, availability and location.

Timely service is paramount for delivering excellent customer service.

Responsibilities :

• Dispatches service calls and planned maintenance calls to the appropriate technician by efficiently coordinating the daily workflow.
• Receives updates from service technicians on time-in, time-out and work times.
• Investigates any variances and confirms work orders.
• Follows up on different call statuses and ensures the completion of open jobs within acceptable timelines.
• Monitors the overall efficiency of service and dispatch (turnaround times, service delays, first visit service, etc).
• Ensures technicians are provided with appropriate documentation and have all requirements for each service call.
• Works with the fleet team to ensure vehicle maintenance is scheduled for each technician.
• Reviews service calls to ensure accuracy and completion before invoicing.
• Collaborates with the CSR team to provide follow ups.

What you bring :

• Minimum of 1 year dispatching or scheduling experience in a comparable environment is preferred.
• Past Customer Service experience is considered an asset.
• Demonstrates and understands what service excellence means in a dispatch role.
• Demonstrated ability and proficiency in MS Office suite of applications.
• Ability to keep information confidential.
• Excellent written and verbal communication skills.
• Builds relationships through trust, exceptional communication and accountability.
• Approaches problems and decisions methodically and demonstrates sound judgement.
• Prioritizes multiple competing tasks and adapts quickly in a dynamic environment.
• Actively seeks win-win solutions.
• ERP solutions experience preferred but not required.

Why work for us?

• Industry-leading compensation.
• Each day brings new challenges and endless learning opportunities.
• Comprehensive group benefits and retirement savings program.
• Extended health, dental and LTD.
• Training and Development Opportunities.
• Industry leaders in Canada.
• You will be part of a growing, stable organization that is the industry leader in Canada.

Our recruitment process :

• After completing your application through our career website or a job board, you will receive an email from Key, letting you know that we received your application.
• Any emails you receive will come from one of these domains : @hfsgc.ca; @keyfood.ca; @partstown.ca; @applicantemail.com.
• If your application is being considered for further review you will receive an email from one of our HR team to set up a telephone interview.
• Once the telephone interview is completed, if you are advanced to the next step, you will have an in-person interview with one of our hiring managers.

We are an equal opportunity employer that supports diversity and inclusion in the workplace. We put safety first, and deliver service excellence with integrity, from a team-driven, collaborative mindset.

We support community, both internally and externally. Come join us and be part of a Canadian industry leader in commercial kitchen equipment service.

Due to the high volume of interest, we regret that we are unable to respond to all applications. To be considered, candidates must be at least eighteen years old and able to live and work in Canada.

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