Service Dispatcher

About Black & McDonald

Black & McDonald is a leading integrated, multi-trade service provider offering full life‑cycle solutions for public and private sector clients across Canada and the United States. We are committed to safety, technical excellence, and delivering reliable, high‑quality service while supporting the professional growth of our employees.

Position Summary

Reporting under the Service operations team, the Dispatch position within the Service Division is primarily responsible to perform work scheduling, work order management, customer/client communications, equipment transportation, and purchasing functions. The Service Dispatcher will also be responsible for ensuring a smooth and efficient service delivery to customers/clients.

Duties and Responsibilities (include but are not limited to)

• Work Order creation, distribution, scheduling, status updates, changes, and overall management to completion
• Customer/client knowledge base updates
• Purchasing functions for materials, sub-contracts, refrigerant processes, etc.
• Adherence to B&M business process standards and procedures
• GPS tracking/reference for field staff to enhance customer responsiveness
• Preventive Maintenance and Service Call scheduling with field technicians, customer/client representatives, etc.
• Accommodation arrangements (hotels, flights, etc.) for field technician(s) out of town work
• Maintain and update on-call schedules and distribute to relevant parties
• Schedule and coordinate delivery, transportation, pick-up etc. of mobile equipment (elevating work platforms, material lifts, etc.)
• Schedule, update, and overall maintenance/ownership of electronic dispatch board (includes scheduling field Technicians for all work types)
• Receive service calls via phone or email request and action accordingly with field technicians, account managers, etc.
• Maintain CMMS data integrity
• Act as the central point of coordination for all service-related work (service requests, routine maintenance, etc.) and maintain/improve work flows accordingly
• Effectively manage multiple priorities while supporting a variety of administrative and dispatch functions.
• Customer work permits – execute customer specific processes for adherence to on-site security requirements/processes, operational hours, etc.
• General filing and organization

Competency Requirements (Skilled to Advanced Level)

• Change Orientation (open to change and the ability to identify where it is needed and how to make it happen)
• Communicates Effectively (verbally and in writing)
• Customer Focus (understands the needs and perspectives of both internal and external customers)
• Holds Self and Others Accountable (takes personal responsibility to meet commitments)
• Teamwork and Collaboration (works cooperatively and collaboratively with others)
• Values and Respects Others (encourages and supports diversity)
• Ability to work in a fast-paced environment while managing multiple competing priorities with excellent time management skills.

Education & Skill Requirements

• Minimum 3-5 years relevant experience or a diploma in administration required
• Thorough knowledge of Computer Programs and Microsoft Office Suite
• Ability to communicate clearly and effectively and relate to technicians, customers and co-worker needs
• Geographical knowledge of service area and map reading skills
• Knowledge of industry is recommended, but not required
• Previous use and knowledge of JD Edwards and/or Oracle programming considered an asset

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