Service Coordinator

Full Job Description

Service Coordinator

Mechanical / HVAC / Refrigeration

Company: Fortius Mechanical

Location: Greater Vancouver / Lower Mainland, BC

Job Type: Full-time, permanent

Schedule: Monday–Friday, Hybrid

Compensation: Competitive salary based on experience + extended health benefits

Reports To: Service Manager / Owner

ABOUT FORTIUS MECHANICAL

Fortius Mechanical is a British Columbia–based mechanical contractor providing HVAC, refrigeration, and plumbing service to commercial and institutional clients across the Lower Mainland. Our service department is the heartbeat of our business — fast response times, sharp diagnostics, and clean paperwork are what keep our clients calling back. We’re looking for a Service Coordinator who can run a busy dispatch board, keep our technicians moving, and treat every customer call like it matters.

POSITION SUMMARY

The Service Coordinator owns the day-to-day flow of service work — from the moment a customer calls in a problem to the moment the invoice goes out. You’ll dispatch technicians, manage the service schedule, source parts, communicate with customers, and keep job documentation tight. This is a high-volume, fast-paced role where strong communication, calm prioritization under pressure, and a good memory for who’s where and what they’re doing make all the difference.

KEY RESPONSIBILITIES

Dispatch & Scheduling

• Receive incoming service calls, emails, and portal tickets; gather equipment details, site contacts, and problem descriptions.
• Triage calls by urgency — no heat, no cooling, refrigerant alarms, water leaks — and dispatch the right technician for the job.
• Build and maintain the daily/weekly service schedule, balancing emergency calls, planned maintenance (PM) visits, and quoted repair work.
• Communicate ETAs and updates to customers proactively; manage expectations when schedules shift.
• Coordinate after-hours and on-call rotations, including holiday and weekend coverage.

Technician Support

• Keep technicians moving — anticipate parts, ladders, lifts, and access requirements before they leave the shop.
• Handle real-time problem solving from the field: sourcing parts, confirming model numbers, contacting suppliers, escalating to the Service Manager.
• Review work orders and field notes for completeness; chase missing time, materials, photos, or readings before closing tickets.

Parts & Procurement

• Source parts and equipment from local supply houses (Wolseley, EMCO, Refrigerative Supply, Trane, Daikin, etc.); confirm pricing, availability, and pickup vs. delivery.
• Track outstanding parts orders and follow up daily on backorders so jobs don’t stall.
• Maintain accurate truck stock and shop inventory records; flag low stock for replenishment.

Customer Service & Account Management

• Be the primary point of contact for service customers — property managers, facility managers, restaurant owners, building operators.
• Schedule preventive maintenance visits per service agreements and confirm contract scope is delivered on time.
• Provide written quotes for recommended repairs based on technician findings; follow up to convert quotes to work orders.
• Resolve scheduling conflicts, billing questions, and minor complaints; escalate appropriately.

Documentation, Compliance & Billing

• Open and close service tickets in the dispatch software; ensure work orders are accurate and ready to invoice.
• Submit Technical Safety BC permits, refrigerant declarations, and gas permits as required for service work.
• Maintain compliance documentation including WorkSafeBC paperwork, site-specific safety requirements, and customer COIs.
• Support the bookkeeper with invoicing, PO matching, and customer follow-up on overdue accounts when needed.

WHAT YOU BRING

Required

• 2+ years of dispatch, service coordination, or scheduling experience in HVAC, refrigeration, plumbing, electrical, or another skilled trade an asset
• Cool head under pressure — you can hold three phone lines, two text threads, and a tech on the radio without losing the plot.
• Excellent verbal and written communication; comfortable being the voice of the company on the phone.
• Strong computer skills: dispatch/field service software (Jobber, ServiceTitan, BuildOps, FieldEdge, or similar), Excel, Outlook.
• Strong organizational skills and attention to detail; you double-check addresses, model numbers, and PO numbers before they leave your desk.
• Legally entitled to work in Canada.

Considered an Asset

• Working knowledge of HVAC, refrigeration, or plumbing equipment — rooftop units, splits, heat pumps, walk-in coolers, boilers, DHW systems.
• Familiarity with Technical Safety BC permitting, gas permits, and refrigerant tracking requirements.
• Experience with service contracts, PM scheduling, and recurring billing structures.
• Background working with commercial property managers, restaurants, or institutional clients.
• Trade background or technical training (even partial apprenticeship) is a strong asset.

WHAT WE OFFER

• Competitive salary based on experience.
• Extended health and dental benefits.
• Paid vacation
• Small-team environment where your work has visible impact and good ideas get implemented quickly.
• Stable, year-round work with a growing company and a strong service customer base.

HOW TO APPLY

***email_hidden***

Please use the subject line “Service Coordinator – [Your Name].” Applications will be reviewed on a rolling basis until the position is filled.

Pay: $55,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• Flexible schedule
• Vision care
• Work Location: Hybrid remote in Langley, BC