Customer Support Speicialist

Customer Support Specialist

Woola Power Systems

Position Summary

Woola Power Systems is seeking a highly organized and customer-focused Customer Support Specialist to join our team. This role is responsible for coordinating generator maintenance and repair services, supporting field operations, and delivering exceptional service to our municipal, industrial, commercial, and strata customers.

The ideal candidate is a proactive problem solver with excellent communication skills, strong organizational abilities, and the capacity to manage multiple priorities in a fast-paced service environment. Experience in the power generation, electrical, mechanical, or construction industries is considered an asset.

Key Responsibilities

Responsibilities include, but are not limited to:

• Schedule preventive maintenance work orders for standby generator systems.

• Coordinate emergency service calls and dispatch technicians based on urgency, location, and availability.

• Schedule repair work and follow up to ensure timely completion.

• Prepare and issue quotations for deficiencies identified during maintenance inspections.

• Order consumables, replacement parts, and repair materials while maintaining inventory levels.

• Coordinate with suppliers to ensure timely delivery of parts and equipment.

• Manage and optimize technician schedules to maximize efficiency and customer response times.

• Review, approve, and manage technician expense reports in accordance with company policies.

• Coordinate and administer technician vacation requests, time-off requests, and scheduling to maintain adequate service coverage.

• Prepare and process technician payroll by reviewing timesheets, service hours, overtime, and on-call hours for accuracy prior to payroll submission.

• Prepare service documentation, work orders, and customer correspondence.

• Manage technician on call schedule.

• Assist in developing and preparing Requests for Proposals (RFPs), quotations, and service agreements.

• Develop and maintain strong working relationships with customers, vendors, and subcontractors.

• Provide exceptional customer service through prompt, professional, and solution-oriented communication.

• Support customers with inquiries regarding maintenance schedules, repairs, and service recommendations.

• Maintain accurate service records, customer information, and job documentation.

• Review completed work orders for accuracy and completeness prior to billing.

• Create and manage all purchase orders for parts, consumables, subcontractors, and other materials required to support service operations.

• Prepare and issue invoices for all preventive maintenance, emergency service, repair, and quoted deficiency work orders.

• Verify technician labor, travel time, parts, expenses, and supporting documentation before invoicing.

• Prepare and distribute completed service reports, maintenance reports, inspection reports, and deficiency reports to clients in a timely manner.

• Coordinate with customers regarding purchase orders, billing inquiries, invoice requirements, and service documentation.

• Maintain accurate records of purchase orders, invoices, service documentation, and customer files.

• Perform other administrative and operational support duties as required.

• Ensure service operations comply with applicable safety standards, CSA C282 maintenance requirements, and company procedures.
  

Required Knowledge and Skills

• Excellent customer service and communication skills.

• Strong organizational and time management abilities.

• Eagerness to learn, adapt and grow within the organization.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong attention to detail and problem-solving skills.

• Proficiency with Microsoft Office Suite and scheduling or service management software.

• Ability to communicate professionally with customers, technicians, suppliers, and management.

• Experience preparing quotations, proposals, and technical documentation.

• Knowledge of procurement processes, payroll administration, and vendor management.

• Ability to work independently while contributing to a collaborative team environment.

Preferred Qualifications

• Experience in power generation, electrical, mechanical, industrial, construction, or service industries.

• Working knowledge of CSA C282 – Emergency Electrical Power Supply for Buildings and its inspection, testing, and maintenance requirements is considered an asset.

• Experience scheduling and dispatching field service technicians.

• Familiarity with standby generators, diesel engines, automatic transfer switches, and related equipment is considered an asset.

• Experience responding to emergency service requests and coordinating field repairs.

• Experience preparing Requests for Proposals (RFPs) and responding to public or private tenders.

• Experience processing payroll, managing employee schedules, and coordinating workforce availability.

• Knowledge of municipal procurement processes is considered an asset.

Education and Experience

• High school diploma or equivalent required.

• Minimum of 2–5 years of experience in customer service, service coordination, dispatching, office administration, or project administration.

• Equivalent combinations of education and experience will be considered.

Personal Attributes

The successful candidate will demonstrate:

• A customer-first mindset.

• Professionalism and integrity.

• Strong leadership and organizational skills.

• Excellent verbal and written communication.

• Adaptability in a dynamic work environment.

• Initiative and sound decision-making abilities.

• A commitment to delivering high-quality service and building long-term customer relationships.

• The ability to maintain confidentiality when handling payroll and employee information.

Why Join Woola Power Systems?

At Woola Power Systems, we are committed to providing reliable backup power solutions and exceptional service to our customers. Our team values professionalism, collaboration, continuous improvement, and safety. We offer an opportunity to work in a growing company where your contributions directly support critical infrastructure and essential services throughout the communities we serve.