Job Description

Job Title:

Dispatch and Service Facilitator

Location: Remote 90%, On-Site 10%

Reports To: Vice President - Sales and Service

Department: Field Services / Operations

Position Summary:

We are seeking a highly organized and proactive

Dispatch and Service Facilitator

to manage and coordinate customer service calls with our team of field gas technicians. This role plays a critical part in ensuring smooth, timely, and efficient service delivery to our clients in the industrial sector.

The ideal candidate is not only a skilled planner and communicator but also a service-minded professional who looks for ways to deliver exceptional value to our clients--through thoughtful recommendations, service enhancements, and operational insights.

Key Responsibilities:

Scheduling & Coordination:

Manage and prioritize incoming customer service requests via phone, email, and dispatch systems.

Schedule and dispatch service technicians based on availability, location, and urgency.

Maintain up-to-date knowledge of technician qualifications and certifications to match the right expert to each job.

Track job progress and follow up to ensure timely completion and high customer satisfaction.

Coordinate with office personnel to order necessary parts for upcoming jobs, ensuring successful execution.

Customer Service:

Serve as the primary point of contact for customer inquiries related to service calls.

Communicate clearly and professionally with clients in high-compliance environments (ie. industrial, medical, etc.).

Handle urgent service requests and emergencies calmly, and with accuracy, and efficiency.

Obtain and process purchase orders (POs) for all work orders, either prior to or after job completion.

Value-Added Support & Sales:

Identify opportunities to recommend additional services or preventive maintenance based on client needs and industry best practices.

Collaborate with the sales and technical teams to suggest solutions or upgrades that improve client operations.

Maintain detailed records of client history, site-specific requirements, and recurring needs.

Operations:

Ensure all job documentation, service reports, and compliance forms are completed accurately and submitted promptly.

Monitor health and safety compliance by overseeing training portals for technicians.

Update customers with WSIB and insurance certificates as required.

Monitor technician workloads and assist in resource planning to maximize efficiency.

Participate in continuous improvement initiatives within the service department.

Qualifications:

3+ years experience in a service dispatch, operations, or customer support role (preferably in a technical or industrial field).

Strong organizational and multitasking skills; thrives in fast-paced, high-stakes environments.

Excellent verbal and written communication skills.

Familiarity with field service management software (e.g., ServiceTitan, FieldEdge, or KMP).

Ability to work after hours as needed

Comfort with technical terminology and safety protocols related to gas systems, medical gases, or industrial utilities is a strong plus.

Background in industrial, HVAC, or mechanical.

Preferred Attributes:

Ability to read and interpret basic technical documents and service orders.

A natural problem-solver who takes initiative and adds value beyond the job scope.

Why Join Us?

We work with critical infrastructure--our clients trust us to help keep their high-value operations running efficiently. You'll play a key role in supporting essential services while working with a dedicated, high-performance team that values quality, communication, and continuous improvement.

Additional perks include:

Remote work

Company-paid benefits

Opportunities for advancement

Positive and supportive work environment

Annual golf tournament

Annual Christmas party

NOTE:

Training will be in-person for a minimum of 2 - 3 months. The role transition to remote after the training period. The training location is in Georgetown, Ontario.

Job Type: Full-time

Pay: $60,000.00-$75,000.00 per year

Benefits:

Casual dress Company events Company pension Dental care Life insurance Paid time off Vision care Work from home
Work Location: Remote