Job Description

Service Dispatcher (18-Month Contract)

The Service Dispatcher supports the successful delivery of service operations by coordinating field resources, managing customer requests, overseeing service billing activities, and ensuring efficient communication between customers, technicians, and internal teams. They play a key role in keeping service work moving safely, efficiently, and responsively while maintaining a high standard of customer service and operational accuracy.

Why This Role Matters to Modern Niagara

Service Dispatchers are critical to the success of our Service business. Their ability to coordinate resources, support field teams, manage customer expectations, and maintain accurate billing processes directly impacts service delivery, customer satisfaction, operational efficiency, and long-term client relationships. This role helps ensure we consistently deliver reliable service while supporting the growth and performance of the business.

Key Impact / Purpose

• Support efficient and responsive service operations by coordinating field personnel, equipment, and customer requests.
• Strengthen customer relationships through proactive communication, timely issue resolution, and exceptional service support.
• Drive operational performance by maintaining accurate service documentation, billing processes, and resource utilization.
• Support field teams by providing logistical coordination that maximizes productivity and responsiveness.
• Contribute to business success through strong collaboration, process improvement, and attention to detail.

Duties and Responsibilities

• Coordinate and dispatch service technicians based on customer needs, technician skillsets, location, and response time requirements.
• Qualify incoming service requests and determine appropriate service response priorities.
• Monitor work progress and communicate updates, concerns, and operational impacts to Service Managers and Supervisors.
• Support the resolution of customer concerns by escalating issues appropriately and communicating outcomes to customers.
• Develop and maintain effective schedules for field personnel to maximize productivity, responsiveness, and customer satisfaction.
• Coordinate personnel, equipment, and resources in accordance with contractual agreements and service commitments.
• Build and maintain positive working relationships with customers, vendors, field personnel, and internal stakeholders.
• Audit service reports and work orders to ensure completeness, accuracy, and compliance with established procedures.
• Maintain awareness of equipment availability and coordinate equipment sourcing and utilization to support service operations.
• Manage service billing activities, including work orders, maintenance contracts, and related documentation.
• Accurately enter service and billing data into company systems within required timelines.
• Submit monthly progress billings through customer-specific portals and support payment processing requirements.
• Identify opportunities to improve dispatching, scheduling, billing, and administrative processes.
• Maintain a high level of accuracy while managing multiple priorities in a fast-paced environment.
• Support all work activities in alignment with Modern Niagara's safety standards, policies, and procedures.

Must Haves

• 2–3 years of experience in dispatching, service coordination, administration, billing, or a related role.
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• Excellent verbal and written communication skills with the ability to interact effectively with customers, technicians, vendors, and internal teams.
• Strong attention to detail and a high degree of accuracy in data entry, scheduling, and billing activities.
• Ability to work independently, make sound decisions, and remain calm under pressure.
• Proficiency with Microsoft Office and computerized scheduling, dispatching, or ERP/accounting systems.
• Customer-focused mindset with strong problem-solving and relationship-building skills.

Nice to Haves

• Previous experience in a mechanical, construction, HVAC, electrical, or building services environment.
• Understanding of mechanical building systems and service operations.
• Experience managing service billings, maintenance contracts, and customer invoicing.
• Knowledge of unionized work environments and applicable labour agreements.
• Familiarity with equipment coordination, service scheduling, and resource planning.
• Experience working with customer billing portals and contract administration processes.

Salary range for this position is $60,000 - $65,000.

Modern Niagara offers a competitive total compensation package including:

• Defined Contribution Pension Plan with a generous employer contribution
• Flexible Health and Dental benefits with tiered options to meet the needs of you and your family
• An annual health spending account to support your overall wellness
• 24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services
• A competitive vacation package with additional vacation granted throughout your tenure with the organization
• Employer Paid Parental Leave Top Up
• Annual Community Day dedicated to volunteering and giving back to the communities where we live and work
• Corporate Discounts through various vendors across Canada for programs such as fitness, mobile phones, travel, home and auto insurance and many others

Here at Modern Niagara, because we know our people are the best in the industry, we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.