WHAT DO WE DO?
We create solutions for the people who keep our world flowing.
For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.
THE ROLE
Reporting to the Service Operations Supervisor, the Service Coordinator manages pump repair, service, and parts orders from request to completion. This role prepares quotations, coordinates activities between customers, vendors, and internal teams, maintains CRM/ERP records, and ensures timely, accurate service delivery.
Duties & Responsibilities
- Manage repair, field service, and parts orders from initial request through completion
- Prepare detailed quotations including labour, materials, parts, and scope of work
- Review technical reports, drawings, and documentation to determine repair requirements
- Evaluate repair versus replacement options and provide cost-effective recommendations
- Coordinate communication between customers, sales teams, technicians, vendors, contractors, and internal departments
- Schedule and coordinate service work, repairs, and third-party services to meet customer timelines
- Monitor job progress and provide regular updates to stakeholders
- Ensure required materials, parts, and resources are available before work begins
- Create and maintain work orders, bills of material, part numbers, quotations, and job records within CRM/ERP systems
- Track job status and ensure accuracy of all documentation, costing, and order information
- Support invoicing and job closure activities in collaboration with the Accounting team
- Serve as the primary point of contact for customer inquiries, concerns, and service updates
- Build and maintain positive relationships with customers, suppliers, vendors, and contractors
- Maintain compliance with company policies, procedures, and Health & Safety requirements
- Provide administrative support, project updates, and assist with special projects and other duties as assigned
Requirements
QUALIFICATIONS
Essential:
- High school diploma or equivalent
- Minimum 3 to 6 years of recent, relevant experience in service coordination, customer service, order management, or a related role
- Advanced proficiency with Microsoft Office Suite
- Experience using CRM and/or ERP systems
- Strong problem-solving and troubleshooting abilities
- Excellent verbal and written communication skills
- Strong interpersonal and relationship-building skills
- Ability to interpret technical reports, drawings, and repair documentation
- Experience preparing accurate quotations and managing order processes
- Strong organizational, multitasking, and prioritization skills
- High attention to detail and accuracy
- Customer-focused with the ability to manage multiple projects and deadlines in a fast-paced environment
Desirable:
- Post-secondary education in Business, Engineering Technology, Supply Chain, or a related field
- Experience in industrial, mechanical, pump, rotating equipment, or service-related environments
- Knowledge of repair, maintenance, or field service operations
- Experience creating bills of materials and managing inventory-related processes
- Understanding of job costing, pricing, and repair versus replacement analysis
- Familiarity with technical products, equipment repairs, and service workflows
WORK ENVIRONMENT
- Fast-paced environment in a dynamic competitive industry
- Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings
- Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions
At John Brooks Company, our People First value is at the heart of everything we do. As a Canadian founded and owned company with more than 200 employees across the country, we are committed to creating opportunities for our team members to learn, grow, and advance their careers. We value entrepreneurial thinking, initiative, collaboration, and innovation, and we encourage employees to bring forward new ideas and take ownership of their development. As we continue to grow, we remain proud to support internal mobility and provide opportunities for employees to build rewarding careers within the organization.
Benefits
WHAT'S IN IT FOR YOU?
- Competitive remuneration including base salary ($60,000-$70,600)
- Competitive vacation
- Paid personal day program
- Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
- Company Group RRSP with employer matching
- Annual health & wellness subsidy
FUN FACTS
- The average employee tenure is 9 years
- We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
- We regularly host social events and gatherings to foster togetherness and fun
We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate's request.
We use automated tools, including artificial intelligence, to help review applications efficiently. Human decision makers remain responsible for all hiring decisions
