Service Coordinator & Dispatcher
What does Swish do?
Swish is a Canadian company, family-owned-and-operated since 1956. Coast-to-coast, our communities should feel confident that the spaces they work and live in are clean and hygienic. That’s why we are Canada’s source for quality cleaning supplies and equipment. With solutions as diverse as our customers’ needs, Swish offers custom, professional grade, environmentally friendly solutions in a wide variety of product and service areas including: Hand Hygiene, Surface Disinfecting, Kitchen/Laundry/Warewash, Floor Care and Matting, Cleaning Tools and Powered Equipment, Safety and PPE, and more.
What does the Service Coordinator & Dispatcher do?
The Service Coordinator & Dispatcher plays a key role in supporting the daily operations of the service department with a strong focus on delivering exceptional customer service. This position is responsible for managing and coordinating service requests for powered cleaning equipment (commercial power scrubbers, pressure washers, vacuum cleaners, etc.), dispatching technicians, maintaining accurate records, generating reports, and ensuring effective communication between customers, technicians, and internal teams. The Service Coordinator & Dispatcher oversees a range of administrative and scheduling functions that contribute to efficient service delivery, including appointment scheduling, real-time dispatching, data entry, warranty processing, parts coordination and document management.
Customer Service & Communication
- Receive, process, and respond to customer service inquiries via phone, email, and internal systems
- Provide timely updates to customers regarding service appointment status and work order progress
- Act as the primary point of contact for service-related communication between customers and technicians
- Maintain consistent, positive, professional, and respectful interactions with customers, branch staff, and technicians to foster strong relationships and ensure smooth service delivery
- Address customer concerns and escalate issues as needed to ensure resolution
- Schedule and dispatch service technicians based on availability, location, skillset, and service priority
- Plan and adjust technician workload up to five days in advance to ensure optimal coverage
- Monitor active service calls and make real-time adjustments to minimize downtime and delays
- Coordinate scheduled maintenance, emergency service, and equipment installations
- Use ERP and CRM tools to manage service calls, update customer records, and generate reports
- Open, document, and close work orders in the service system with a high degree of accuracy
- Read and interpret equipment schematics to support scheduling and technician preparedness
- Assist technicians with warranty claims, documentation, and general administrative inquiries
- Submit and track vendor warranty claims, including follow-up with suppliers to ensure timely processing and resolution
- Provide support to technicians by explaining how to locate and use technical manuals and resources
- Perform parts coordination, including assisting technicians with parts information, availability, and ordering, as well as conducting inventory counts to maintain accurate stock levels
- Generate and manage service reports, schedules, and performance summaries
- Maintain organized digital and physical service records and documentation
- Ensure adherence to service policies, warranty requirements, and health and safety standards
- Review open work orders and service calls to ensure timely resolution and billing readiness
- Follow up with customers at the end of each day or after service completion for updates and satisfaction
- Support the Director of Service with administrative tasks, project coordination, and data gathering for planning and budgeting
- Assist occasionally with inventory, parts handling, or shipping as needed
- Perform other related duties as assigned
- High school diploma or equivalent
- Proven experience in service coordination, dispatching, or customer service roles
- Experience with customer relationship management (CRM) systems (e.g., Proton or equivalent) and enterprise resource planning (ERP) systems (e.g., PointForce, Epicor P21) for tracking customer interactions, work orders, and service records, as well as proficiency with Google Calendar or other service scheduling software
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Google Workspace (Docs, Sheets, Gmail, Drive)
- Ability to read and understand equipment schematics (training provided if needed)
- Highly organized with the ability to prioritize and multitask in a fast-paced environment
- Excellent verbal and written communication skills
- Strong interpersonal skills for working with both internal teams and external customers, demonstrating a consistent, positive, professional, and respectful approach
- Ability to remain calm and professional when managing urgent requests or unclear instructions
- Problem-solving mindset with good judgment for independent decision-making
- Membership in the Swish family - we treat our employees with integrity and always have, since 1956
- Competitive base salary
- Unlimited training and development with an industry-leading brand to foster your success and professional growth
- Access to hundreds of perks from the Home, Wellness, Travel, Fashion, and other industries
- Immediate access to excellent company-paid benefits, including:
- Extended Health and Dental care
- Employee Assistance Program
- Company contributions to your Registered Retirement Savings Program
Swish Maintenance Limited is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Should any applicant require accommodation through the recruitment and selection process, please inform Human Resources.
Pre-Employment Screening: The Swish Group of Companies is committed to maintaining a safe and secure work environment. As a condition of employment, candidates may be required to undergo a criminal record check, including in cases where such checks are mandated by clients as a requirement for access to their sites or properties. For roles involving the operation of a motor vehicle, a valid driver’s license and a satisfactory driver’s abstract will also be required.
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