Assist dispatch with coordinating the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets.
Interface with customers and other departments (i.e. Customer Experience Centre and Regional Schedulers) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process.
Ensure all changes are accommodated and approved.
Ensure all Ainsworth & client KPI’s are observed, met and or exceeded.
Daily review of technician activities to ensure real time work summaries and labour tracking are completed
Update 3rd party portals with work statuses as required. ,
Review completed work orders daily for completeness, work summaries, labour, client signatures, tasking etc. Acquire any missing information and or close for further reconciliation.
Provide follow up and supporting work order documentation for all completed work orders to clients daily
Work with Technicians and Regional Schedulers to ensure maintenances and quoted repairs are completed within the month they are scheduled
Monitor all work in progress (WIP) and work with dispatchers and Business Unit Managers as required to ensure it does not exceed 60 days.
Ensure all relevant special safety, customer procedures, and site specific information is on work orders provided to Service Technician.
Ensure equipment and material lists are complete and recorded in Field Service Management System.
Follow up with internal and external customers and technicians when additional information is required, including documentation of service work performed.
Work collaboratively with reconcilers as required correcting technician issues, identify, trend and validate process or people gaps.
Work with technicians directly to close these gaps and escalate as required
Supports the regional dispatch or other shared services teams as required to ensure work order life cycle is smooth and internal & external client needs are met
Act in a professional manner to reflect positively on Ainsworth.
Identify & Suggest opportunities for Process Improvements & efficiencies within department
Sensitivity to confidential matters may be required
Adhere to all company policies and procedures.
Promote and perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation / regulations.
Perform other duties as assigned by Management.
Education,Experience & Skills Required
Post-secondary education in related area of study or equivalent.
2-4 Years of related experience dispatch experience preferably in the HVAC / Electrical / Building Automation industry but general service industry is acceptable.
Actual hands on HVAC, Electrical or Building Automation experience is also ideal.
Demonstrated ability to meet deadlines and prioritize a heavy workload.
Proven systematic and organized approach to multi-tasking
Demonstrates ability to work independently to complete assigned tasks with minimum supervision
Ability to work under time constraints and adapt to change.
Working knowledge of related computer applications, including the Microsoft Office Suite of programs (Word, Excel, PowerPoint) and Lotus Notes
Service and customer orientated Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way.
Takes personal responsibility to correct customer’s problems. Corrects customer service problems promptly and non-defensively.
Team Focus - Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working co-operatively with others, also gets people’s input to decisions / plans, and promotes team spirit.
Shares all relevant and useful information. Keeps people informed and up-to-date about the group process.
Ability to organize information & schedules in a structured and logical way that is most productive for the technicians and customers.
Ability to communicate clearly and set expectations with internal and external personnel
Written communication is also imperative and the ability to document information and instructions so others understand the course of action taken / required.
Ability to identify problems proactively and take action
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Monitoring / Assessing performance of your team to make improvements or take corrective action.
Time Management skills and understanding what is required to complete / resolve various service and maintenance activities.
Ability to maintain composure under stressful situations.
Active Listening giving full attention to what other people are saying, taking time to clarify and understand the points being made, asking questions as appropriate.
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Attention to Detail Job requires being careful about detail and thorough in completing work tasks.
Self-Control Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Initiative Job requires developing one’s own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Persistence Job requires persistence in the face of obstacles.
Customer and Personal Service Knowledge of principles for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ainsworth Sponsored Training
New Employee Orientation Yourportal.ca
Dialogue (Performance Management)
Code of Ethics and Business Conduct
Quality Systems Overview
Lotus Notes Overview
Emergency Evacuation Procedure
Health & Safety / Quality Policy Review
Field Centrix overview
Relevant Internal Policies and Procedures
Introduction to Ainsworth University
Product training sessions (as they become available)
Additional training as per approved development plan
Service management process
No frequent or regular travel as part of the job
Little to no exposure to disagreeable elements
Almost all activities are of low physical intensity
Please sign and date to demonstrate understanding of the responsibilities set above and acknowledgement that there isn’t anything preventing you from meeting the full-time responsibilities of this position.
Employee : Print Name :
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Signature : Date :
Supervisor / Manager :
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Signature : Date :
AODA Compliance : All job applicants are provided with modifications required to accommodate their disabilities, in the application and interview process, when requested.
All employees in Ontario are required to participate in AODA training and must sign off on Ainsworth AODA policies by the end of their first week of employment.