Service Coordinator/Scheduler

Company Description:

Liftsafe Group of Companies is a privately owned company that designs, builds, inspects and maintains lifting, material handling, and fall protection systems equipment.

Job purpose

The purpose of the Service coordinator/scheduler involves overseeing, providing guidance and direction in tandem with service advisors for up to 50 technicians related to their daily tasks. They also oversee the scheduling of inspections, small installations, and repairs to ensure timely and efficient completion. They contribute to LESG’s revenue stream by confirming the right people/equipment are being sent to the customer’s site and that the entire pool of technician resources is allocated to its full extent. This position is posted due to a current vacancy.

Duties and responsibilities

The primary duties and responsibilities of the technician include, but are not limited to, the following:

Scheduling/Routing/Dispatching of Service Technicians

Directing and assigning daily work tasks to field technicians, ensuring optimal

productivity.

Ensuring the technician schedules and business system are up to date with all work assignments.

Coordinating accommodations/per Diems where out of town work is required.

Dispatching technicians for service calls and scheduled work, ensuring timely response and completion.

Scheduling all service work to be performed in their respective territory.

Follow up with customers to ensure jobs have been completed satisfactorily.

Manage projects from start to finish (e.g., small installations, inspection projects, Service calls and Emergency Breakdowns etc.)

Effectively communicate expectations to team members in a timely and clear fashion.

Analyze past volume and staffing patterns and can implement changes based on the forecast/seasonality of the business.

Working closely with the Health & Safety/HR department to ensure technicians remain compliant with on-site training requirements.

Review and submittal of customer pre-task plans and other administrative requirements prior to work being performed.

Coordinate internal resources and third parties/vendors for the efficient execution of projects.

Issuing and receiving of P/O’s

Sourcing rental equipment when required.

Sourcing sublet vendors where required

Assisting in the coordination and tracking of technician training, including scheduling and monitoring progress through in-house training modules.

Ability to provide sales staff/SA’s/Management forecasting of Field Services.

Works closely with other departments to identify staffing gaps.

Analyze past volume and staffing patterns and will implement changes based on the forecast/seasonality of the business.

Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

Answer Phone Calls and Emails to address any customer concerns with the highest level of response and attention.

Ensuring that technicians with specific accommodation or restrictions are assigned to appropriate tasks that do not conflict with their limitations.

Supporting the Service Manager in various administrative tasks and special projects as needed.

Qualifications

Working experience with a demonstrated aptitude for problem-solving; ability to determine solutions for customers.

Exceptional time management and organization skills

The ability to handle multiple projects simultaneously.

High accuracy and attention to detail.

Effective interpersonal skills, with a strong emphasis on communication skills

Knowledge of the crane and lifting device industry an asset

A background in industrial safety is an asset.

Proficiency in using Microsoft Office Suite applications.

Prior office experiences are an asset.

Willingness to be flexible when scheduling technicians.

Working conditions

Flexible hours are sometimes required.

Working near other service coordinators or co-workers.

Background noise can be distracting at times – conversations, noise from fabrication/shop area, etc.

This is an in-office/in-person position, not remote or hybrid

Physical requirements

Sitting and typing for extended periods of time.