Headcount Type: New
Application Deadline: October 2, 2026
The Company
DILFO is proud to be trusted by the Ontario construction community to deliver the best for our clients’ needs. We design, install, and provide maintenance for HVAC, heating, cooling, refrigeration, and plumbing systems for large scale projects across different industries. Our team of skilled individuals shares a vision of building with integrity and collaboration to bring quality and innovation to our work every day, and we are honoured to have been recognized by the Ottawa Business Journal as one of Ottawa’s Best Places to Work five years in a row.
The Team
DILFO has a strong team culture that heavily invests in team member wellness and our community. We host regular social events including Pub nights, golf day, pizza Fridays, and more. We are extremely invested in our local community, partnering with the YMCA for the Cycle for Strong Kids and other programs, donating to the Ottawa Food Bank, partnering with Boys and Girls Club Ottawa to create opportunities for young people, and donating to charities our team members support.
DILFO also offers additional benefits including:
- Health and Dental Benefit plan
- Group RRSP matching plan
- Employee Assistance Program that includes virtual medicine
- Fixed number of paid Wellness days
- Corporate program through Good Life Fitness
- Discretionary bonus program
The Role
The Senior Service Coordinator supports the day-to-day administration and coordination of the HVAC Service department, with a focus on work order accuracy, billing readiness, quoted work, maintenance programs, service contracts, warranty administration, and operational reporting.
The Senior Service Coordinator works closely with the Service Coordinator, technicians, and HVAC Service leadership to ensure service documentation and administrative processes are completed accurately and on time. The role also serves as a senior resource within the coordination function, providing guidance, oversight, and coverage to support consistent and efficient service operations.
Keys Tasks
The Senior Service Coordinator’s responsibilities include, but are not limited to the following:
Work Order Administration & Documentation
- Manage work orders within internal systems and external stakeholder portals, ensuring timely updates and accuracy.
- Review work orders for completeness, including labour details, tasks, technician notes, signatures, and required documentation.
- Follow up with technicians to obtain missing information and resolve discrepancies or inaccuracies.
- Ensure all customer-specific requirements, including safety instructions, site procedures, access details, and required documentation, are accurately reflected on work orders.
- Verify completed work orders are accurate and ready for billing and process Stage 1 billing.
- Prepare and distribute bi-weekly Work in Progress (WIP) reports to internal stakeholders.
- Maintain accurate records and update required systems and documentation to support billing accuracy, reporting, and audit readiness.
Quoted Work, Maintenance & Procurement Coordination
- Track quoted repairs and maintenance work through completion, following up on outstanding items to support required timelines and month-end processing.
- Assist with preparing service quotes based on technician feedback and identified service requirements.
- Create and process purchase orders for internal materials and coordinate with Procurement, Safety, Operations, and other departments as required.
- Create monthly maintenance visits and support the ongoing coordination of planned maintenance requirements.
- Enter and maintain service contracts and equipment information and process contract renewals as required.
- Coordinate warranty submissions through applicable online portals.
- Submit BFP reports on behalf of customers, when required.
Operational Support & Continuous Improvement
- Work closely with HVAC Service leadership to prioritize urgent requests, high-value accounts, safety-sensitive work, and other operational requirements.
- Provide oversight and support to the Service Coordinator in the weekly scheduling of technicians, helping to identify and resolve scheduling or workload issues as required.
- Provide backup coverage for the Service Coordinator when required.
- Complete weekly timecard reviews and submissions, following up on discrepancies or missing information as required.
- Participate in department process improvement initiatives to enhance workflow efficiency, customer service, documentation, and accuracy.
- Identify recurring administrative or workflow issues and recommend improvements to processes, systems, and documentation.
- Support consistent application of department procedures and administrative processes.
Education
- High School Diploma or equivalent required.
- Post-secondary education in Business Administration, Operations, Construction, or a related discipline considered an asset.
- An equivalent combination of education and relevant experience will be considered.
Experience
- 7+ years of progressive experience in HVAC service coordination, service operations, dispatch, or a related HVAC service role.
- Demonstrated experience coordinating field service technicians and managing competing service, scheduling, and operational priorities.
- Demonstrated experience with work order administration, billing preparation, planned maintenance programs, service contracts, and warranty administration.
- Strong experience working with HVAC technicians and interpreting service-related documentation, technician notes, and customer requirements.
- Experience using field service management systems, customer portals, and other service-related software.
- Experience providing guidance, oversight, or functional support to other coordinators or administrative team members.
Knowledge and Technical Skills
- Strong proficiency with Microsoft Office Suite, particularly Excel.
- Strong working knowledge of ERP/CRM systems, field service management software, customer portals, and other service-related applications.
- Strong understanding of work order administration, service documentation, and billing processes.
- Working knowledge of HVAC service operations, terminology, and common HVAC equipment.
- Working knowledge of service contracts, planned maintenance programs, warranty administration, and purchase order processes.
- Ability to review and interpret technician service notes, work orders, customer requirements, contracts, and related documentation.
- Ability to reconcile information across multiple systems and identify missing, incomplete, or inaccurate information.
- Strong data entry, reporting, and documentation management skills.
Physical and Environmental Requirements
- Primarily office-based role with prolonged computer use.
- Sitting for prolonged durations, especially when performing computer-based tasks.
- Climbing stairs as needed.
- Performing tasks in a noisy environment.
- Manual dexterity for tasks such as typing and handling system-related tools or equipment.
We thank all applicants for their interest in working at DILFO; only those identified for further consideration will be contacted.
Accommodations for disabilities are available, where needed, upon request.
DILFO uses artificial intelligence as part of the screening process.
DILFO does not accept and is not responsible for any fees related to unsolicited résumés from recruitment agencies. Recruitment agencies should not submit resumes in response to this posting to DILFO employees or any associated company location.
