Service Coordinator

ABOUT HART PUMP SERVICE

Hart Pump Service (1983) Limited has been providing pump and fluid-handling equipment solutions across the Greater Toronto Area since 1983. We support commercial, industrial and municipal clients with pump repairs, installations, maintenance and equipment solutions.

As our company continues to grow, we are seeking a highly organized, customer-focused and proactive Service Coordinator – Technical Services to join our team.

POSITION OVERVIEW

The Service Coordinator – Technical Services plays an important role in ensuring the smooth and efficient delivery of daily service operations. This position serves as the primary coordination link between customers, field and shop technicians, suppliers and internal departments.

The successful candidate will be responsible for coordinating service requests, scheduling and dispatching technicians, preparing service quotations, managing customer communications, coordinating parts and inventory, and maintaining accurate service documentation.

KEY RESPONSIBILITIES

Service Coordination & Dispatching

• Receive, review and coordinate incoming service requests for field and shop repairs.
• Schedule and dispatch technicians based on job requirements, availability and customer priorities.
• Communicate job details, technical requirements and timelines to technicians.
• Monitor work order progress and follow up to ensure timely completion.
• Coordinate scheduling changes and communicate updates to relevant stakeholders.

Quoting & Job Preparation

• Prepare accurate quotations for pump repairs, replacement parts and equipment upgrades.
• Liaise with technicians, sales and management to obtain technical information and pricing.
• Ensure quotations reflect customer requirements and company pricing guidelines.
• Follow up on outstanding quotations and respond to customer inquiries.

Customer Service & Communication

• Act as a primary point of contact for customer service requests and inquiries.
• Provide regular updates regarding service schedules, job progress and completion timelines.
• Address customer concerns professionally and escalate complex issues when necessary.
• Build and maintain positive relationships with commercial, industrial and municipal customers.

Order & Inventory Management

• Process and monitor service orders from initiation through completion.
• Track parts and inventory, including pumps, seals, motors and related components.
• Coordinate with suppliers and procurement to ensure parts availability.
• Monitor outstanding orders and follow up on delayed deliveries.

Reporting & Documentation

• Maintain accurate service records, work orders, job histories and parts usage logs.
• Ensure service documentation and customer records are properly maintained.
• Prepare operational updates and reports for management.
• Monitor service response times, quotation activity and other relevant performance indicators.

Continuous Improvement

• Identify opportunities to improve scheduling, dispatching and service delivery processes.
• Recommend improvements to customer communication and administrative workflows.
• Stay informed about relevant industry developments and pump technology.
• Support other service department initiatives as required.

QUALIFICATIONS & EXPERIENCE

• Diploma or degree in Business Administration, Operations Management, Mechanical Engineering or a related field is preferred.
• Minimum of three (3) years of experience in service coordination, dispatching, customer service or a related technical operations role.
• Experience in pump, HVAC, mechanical, industrial equipment or fluid-handling environments is considered an asset.
• Basic understanding of mechanical equipment, pump systems or technical service operations is an advantage.
• Experience preparing quotations, coordinating work orders and managing inventory is preferred.
• Proficiency in Microsoft Office and experience using scheduling, inventory or service management software.
• Strong organizational, time management and multitasking abilities.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• High attention to detail and accuracy.

WHAT WE OFFER

• Competitive annual salary
• Dental care.
• Extended health care.
• Employee Assistance Program.
• Paid time off.
• Casual dress.
• On-site parking.
• Opportunity to grow with an established and expanding technical service company.