Service Administrator / Dispatcher

ABOUT THIS CAREER OPPORTUNITY

Black & McDonald’s Alberta Region team is growing! If you are a committed and collaborative professional looking to contribute to a hard-working, innovative team, this opportunity is for you.

Reporting to the Service Administration Manager, the Service Administrator/Dispatcher will play a key role in ensuring smooth and efficient operations within the Edmonton Service Division. The primary focus of this role will be on dispatching tasks, such as handling incoming calls and service requests, and coordinating with Service Technicians. Additionally, the position will encompass various administrative duties, including posting labor hours (time entry), managing equipment and materials, processing purchase orders and work orders, maintaining asset data, managing the work order backlog, and handling invoicing. This role will serve as a crucial point of contact for field and office employees across different divisions, as well as clients and vendors, responding to inquiries and requests in a timely, efficient, and professional manner. Key duties and responsibilities include, but are not limited to:

• Receive maintenance requests from customers
• Dispatch Service Technicians
• Maintain the On-call schedule for Service Technicians
• Generate / Update work orders and purchase orders
• Order parts and materials
• Track and follow-up on warranty items
• Prepare completed work orders for billing
• Develop/issue downtime reports
• Clear work file revisions backlog (monthly)
• Issue tools / keys to Service Technicians
• Other related duties, as assigned

COMPETENCY REQUIREMENTS:

• Change Orientation
• Communicates Effectively
• Continuous Learning
• Customer Focus
• Holds Self and Others Accountable
• Problem Solving and Innovation
• Teamwork and Collaboration
• Values and Respects Others

EDUCATION REQUIREMENTS

• Post-secondary diploma/certificate in Administration, preferred
• Additional courses in customer service and/or dispatching, a plus

WORK EXPERIENCE REQUIREMENTS

• Minimum 1 year previous experience in dispatching and administration
• Previous experience in the HVAC industry and Service Operations, preferred

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

• Ability to communicate clearly and effectively both verbal and written; must be able to relate to technicians or trades personnel, customers and co-worker needs in a professional manner
• A team player, committed to working in a quality environment
• Excellent organizational and time-management skills; able to multi-task and work individually
• Proficiency in Windows based environment with strong knowledge of Outlook, Excel and Word
• Knowledge of SharePoint, Teams, and other collaboration tools are an asset.
• Experience in JDE is an asset; high willingness to learn new systems

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.