Job Summary

This position provides a high level of customer service support to external customers as well as scheduling and dispatching internal technical field staff.  The CSR/Dispatcher ensures that the field staffs have the required information to perform work and process completed work orders through to pre-billing stage.


Key Responsibilities

·         Professionally answer phones within specified response time targets, and accurately document customer requests for service in service management system.

·         Prioritize and dispatch work orders to field service personnel in order to complete scheduled and unscheduled demand service work to meet service quality and responsiveness targets.

·         Interface with customers and other departments as necessary to ensure successful completion of service and resolution of service issues identified throughout the service delivery process.

·         Follow up with customers and technicians when additional information is required, including documentation of service work performed.

·         Follow up with all Preventative Maintenance work orders to ensure that required information is correctly entered and sent to the customer in a timely fashion, and review for profitability

·         Log field service procurement card purchases on a daily basis to ensure all purchases are properly recorded in JDE.

·         Issuing of inventory.

·         Accurate entry and processing of all required Work Orders (WO) in a timely basis (ex. labour, parts, miscellaneous charges, etc.) with a focus on attention to detail.

·         Scanning T&M sheets and approved profitability reports into work orders for processing by the billing department, where needed for SYCS work orders

·         WIP management support duties.

·         Processing and/or preparing time sheets for payroll.

·         Estimate, prepare and deliver small quotations.

·         Act in a professional manner to reflect positively on Ainsworth.

·         Adhere to all company policies and procedures.

·         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.

·         Adhere to the Company’s Quality System operating procedures.

·         Perform other duties as assigned by Management.

  •  Dispatch experience an asset 


Education and Experience

  • 2 years relevant experience in a related environment.
  • Proficient computer skills.
  • Proven ability to communicate effectively with a diverse group of internal and external individuals.
  • Proven systematic and organized approach to multi-tasking.
  • Demonstrates ability to work independently to complete assigned tasks with minimum supervision.
  • Working knowledge of the English language, both written and oral.
  • Demonstrated ability to meet deadlines and prioritize a heavy workload.
  • Professional, friendly, exceptional interpersonal skills.
  • Provides service to both internal and external customers.
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