Service & Maintenance Coordinator

RADIANT SOLE

Service & Maintenance Coordinator

Position Brief for Recruitment Partners

About Radiant Sole

Radiant Sole is a premium hydronic heating contractor based in Toronto, Ontario, specializing in:

• In-floor radiant heating systems

• Snowmelt systems

• Radiators

• Boiler systems

• Service and maintenance programs

We primarily serve the high-end custom residential market and are focused on building scalable systems, delivering exceptional client service, and driving long-term recurring revenue through our service and maintenance division.

Position Overview

Job Title: Service & Maintenance Coordinator
Reports To: General Manager
Location: Greater Toronto Area (In Office, potential for Hybrid)
Employment Type: Full-Time

Role Purpose

The Service & Maintenance Coordinator is responsible for coordinating all service calls, maintenance memberships, and recurring client support activities.

This role will act as the operational owner of the Service & Membership Division, ensuring service requests are managed efficiently while delivering a premium client experience.

The position blends service coordination, client relationship management, membership administration, scheduling coordination, and operational support.

Key Objectives

• Manage all inbound service requests

• Coordinate technician scheduling and dispatch

• Build and manage the maintenance membership program

• Improve client retention and satisfaction

• Generate recurring revenue opportunities

• Deliver a consistently premium service experience

• Maintain accurate service records and client histories

Core Responsibilities

Service Call Coordination

• Manage inbound service requests from clients

• Collect system details, photos, and issue descriptions

• Prioritize and triage service requests based on urgency

• Schedule and coordinate technician visits

• Communicate appointment details clearly with clients

• Track service progress through to completion

Membership Program Management

• Manage annual maintenance membership program

• Prepare and issue membership proposals and renewals

• Track expirations, renewals, and member status

• Schedule annual maintenance visits and inspections

• Maintain accurate member records and histories

• Identify opportunities to enhance member experience and value

Client Experience & Retention

• Follow up with clients after service visits

• Manage ongoing service-related communication

• Coordinate seasonal updates and newsletter communications

• Support long-term client relationships and retention strategies

• Ensure a high standard of client satisfaction

Service Administration

• Maintain accurate service records and job histories

• Manage documentation within Buildertrend

• Support invoicing coordination with administration

• Prepare service and membership performance reports

• Track key service KPIs and operational metrics

Qualifications & Experience

Required

• Experience in service coordination or dispatch roles

• Strong scheduling and coordination abilities

• Excellent customer service and communication skills

• Strong organizational and multitasking abilities

• CRM or service software proficiency

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

Preferred

• HVAC, plumbing, mechanical, or construction industry experience

• Experience with membership or subscription-based service programs

• Familiarity with Buildertrend or similar platforms

Key Performance Indicators (KPIs)

• Service response time

• Membership sign-ups and growth

• Membership renewal rates

• Annual maintenance completion rates

• Client satisfaction and feedback

• Service revenue growth

• Client retention rate

• Scheduling efficiency and accuracy

Ideal Candidate

We are seeking a highly organized and proactive coordinator who enjoys managing scheduling, client relationships, and operational processes while delivering an exceptional customer experience.

The ideal candidate is detail-oriented, dependable, and comfortable taking ownership of a growing service division, ensuring both operational efficiency and a high-end client experience.

Confidential – For Recruitment Partner Use Only

Job Requirements: Service coordination, Scheduling, Customer service, Communication, Organizational skills, CRM software proficiency, Managing multiple priorities, HVAC experience, Plumbing experience, Mechanical industry experience, Construction industry experience, Membership program management, Subscription program experience, Buildertrend experience