Service Coordinator

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Job Summary

The Service Coordinator / Dispatcher is the initial point of contact between the customer and field personnel. Receiving calls by telephone, the Service Coordinator / Dispatcher will troubleshoot to identify the cause of the customer’s concern, and if possible, provide technical support. In the event that the Service Coordinator / Dispatcher is unable to provide assistance, the individual will efficiently schedule service work, clearly inform field personnel of the servicing work to be done, and ensure field personnel have the required information to perform the work. The Service Coordinator / Dispatcher will also record accurately and in detail all work performed by field personnel, including the outcome.

Key Responsibilities

• Answer incoming service calls promptly and log requests accurately
• Prioritize, schedule, and dispatch work orders to field technicians, ensuring timely service delivery.
• Update customer portals and communicate work order status as needed.
• Coordinate with customers and technicians to gather missing information and confirm service completion.
• Develop and manage technician schedules based on job urgency, location, and skill requirements.
• Support field staff and interface with internal teams to ensure service success.
• Review completed work daily for accuracy and completeness.
• Process technician payroll and assist with administrative duties as needed.
• Act as a customer advocate to resolve issues and improve service quality.
• Continuously improve scheduling and dispatch processes to enhance customer satisfaction.
• Follow all company policies, including safety and quality standards.
• Perform other duties as assigned by management.

Qualifications

Benefits

Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

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