Position : Service Coordinator
Division : Service & Facilities Management
Location : Brossard, Quebec
BUILD YOUR CAREER AT BLACK & MCDONALD
Black & McDonald is an integrated, multi trade service provider that safely delivers high quality construction, facilities management, and technical solutions. We are a family-owned and family-run company that employs over 6000 highly skilled and talented professionals across North America. With nearly 100 years of diverse market experience, we are a forward thinking organization with a strong track record of delivering operational excellence and customer-focused solutions that stand the test of time.
Black & McDonald recognizes the value of diversity and is committed to fostering an inclusive work environment that respects people’s dignity, ideas, and beliefs and one that supports a corporate culture that welcomes and encourages equal opportunity for all current and prospective employees, contractors, customers, vendors, and other applicable parties.
Black & McDonald offers internal and external training and development programs to its employees at all levels. Black & McDonald encourages and supports its employees towards a stimulating career.
ABOUT THIS CAREER OPPORTUNITY
Reporting directly to the Division Manager, Service & FMO, and based out of Taschereau, Brossard the Service Coordinator/Coordonnatrice du service, will assist the Service & FMO Operation in delivering superior service delivery to clients through strong follow up and coordination of Service group resources.
The Service Coordinator will work collaboratively and have the required support to ensure that objectives, policies, procedures and performance standards comply with company policies and that client needs are met. The incumbent will be responsible for an array of Service Coordination functions focusing on client response, service delivery, systems applications, scheduling, and billing.
This position will appeal to a person who enjoys working with people and appreciates variety in their work. The successful candidate will be a self-starter with an innate ability to work independently and demonstrated proactive approach to task completion. This position requires flexibility; the ability to meet deadlines and deliver outputs within a short time, with competing priorities. Customer service orientation, coupled with detail orientation that presents in the form of a high level of accuracy, efficiency and confidentiality is critical to success. Duties include, but are not limited, to the following:
DUTIES and RESPONSIBILITIES
• Receive customer requests (service call) and ensure that they are taken care of;
• Manage and ensure the application development cycle according to the established management protocol (ERP);
• Schedule and prepare annual, monthly and weekly execution plans for service visits provided for in maintenance contracts;
• Carry out a daily follow-up of the files in progress, their smooth running and their finalization within the agreed deadlines;
• Coordinate the planning of technicians' work and material needs.
• Define with the technician/subcontractor the best course of action and the services to be provided to the customer.
• Ensure the proper completion of the work according to the client's expectations and follow up throughout its execution.
• Maintain daily communication with the technical teams, in order to ensure a follow-up of the schedules and schedules of interventions of the technicians;
• Prepare and submit invoicing according to best practices;
• Reconcile and bill all service requests on a daily basis;
• Prepare, send and follow up on proposals following technicians' recommendations;
• Participate in weekly meetings by preparing and discussing critical accounts receivable information related to profitability and customer satisfaction;
• Update and maintain customer account information;
• Manage and process invoice credits and chargebacks as required.
• Take charge of the inventory control process;
• Any other related tasks.
EDUCATION and SKILL REQUIREMENTS
• Degree or diploma in engineering, estimating, project management, engineering technology; applicable experience as a tradesperson may substitute for education requirements.
• 1 to 4 years of relevant experience with Facilities Management Operations
• Intermediate skills in Foxit PDF, Microsoft Office (Outlook, Word, Excel, Visio, and PowerPoint); Basic skills in Adobe InDesign or similar publishing application also considered an asset.
• Bilingual in English and French (Due to frequent communication with internal and external clients that are based outside of Quebec, knowledge of the English language is required)
OTHER REQUIREMENTS
• Normal Construction support activities may require client site visits, and construction site visits
• Normal Construction support activities may require working outside of standard business hours.
COMPETANCY REQUIREMENTS
• Change Orientation (open to change and the ability to identify where it is needed and how to make it happen)
• Communicates Effectively (verbally and in writing)
• Continuous Learning (ongoing effort to learn)
• Customer Focus (understand the needs and perspectives of both internal and external customers)
• Holds Self and Others Accountable (take personal responsibility to meet commitments)
• Problem Solving and Innovation (ability to approach problems logically and seek innovative solutions)
• Teamwork and Collaboration (work cooperatively and collaboratively with others)
• Values and Respects Others (encourages and supports diversity)