Company Overview
Our client is an established provider of commercial laundry equipment, parts, installation and technical service. The company supports customers throughout the full equipment lifecycle, from initial installation to ongoing maintenance and repairs.
Role Summary
The Service Dispatcher works closely with the VP of Service to coordinate daily service activity and ensure customers receive timely, high-quality support.
This position is responsible for organizing service calls, scheduling technicians and monitoring each call through to completion. The Dispatcher also acts as the main point of communication between customers, technicians, the Parts Department and the VP of Service, ensuring delays, recurring issues and customer concerns are addressed promptly.
Key Responsibilities
Service Coordination and Dispatching
- Receive and document incoming service requests.
- Gather details about the equipment, location and nature of the issue.
- Create, prioritize and manage service calls in Zoho.
- Schedule technicians based on location, skill set, workload and urgency.
- Organize efficient routes and adjust schedules as priorities change.
- Ensure technicians have the required information before each service call.
Follow-Up and Completion
- Monitor open and overdue service calls.
- Track calls awaiting parts and coordinate with the Parts Department.
- Schedule return visits promptly once parts become available.
- Review completed calls to ensure technician notes and required information are entered in Zoho.
- Keep incomplete calls open until the issue is fully resolved.
Customer and Internal Communication
- Provide customers with realistic timelines and service updates.
- Communicate delays, schedule changes and additional visits when required.
- Escalate significant customer concerns, service delays or recurring equipment issues to the VP of Service.
- Coordinate with technicians, Parts, Sales, installation staff and manufacturer support as needed.
- Assist with warranty work and maintain accurate customer, equipment and service records.
Key Performance Expectations
The successful candidate will be expected to:
- Respond quickly to incoming service requests.
- Schedule and route technicians efficiently.
- Minimize outstanding and overdue service calls.
- Ensure return visits are scheduled promptly.
- Maintain clear and accurate records in Zoho.
- Keep customers informed throughout the service process.
- Identify and escalate issues before they become larger problems.
- Support a high level of overall customer satisfaction.
Accessibility and Accommodation
Our client is committed to providing an inclusive and accessible recruitment procezohoss in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available upon request for candidates participating in all stages of the recruitment and selection process.
