Service Coordination Supervisor

At Black & McDonald, we're proud to be one of North America's leading integrated building services providers. We support commercial, institutional, and industrial clients while helping our employees build rewarding, long-term careers. Our team is known for its strong safety culture, technical expertise, and commitment to doing great work together.

Operational Leadership

• →Lead and support daily service coordination and dispatch activities
• →Act as a resource and mentor for Service Dispatchers and administrative support staff
• →Assist in establishing priorities, balancing workloads, and resolving scheduling conflicts
• →Identify opportunities to improve processes, workflows, and customer service delivery
• →Support Management in achieving operational performance objectives
• →Help maintain consistency with company standards, procedures, and service processes

Service Coordination & Dispatch

• →Oversee the creation, scheduling, tracking, and completion of service work orders
• →Coordinate technician schedules to maximize service efficiency and responsiveness
• →Manage preventive maintenance schedules and customer service requests
• →Communicate with customers, technicians, account managers, vendors, and subcontractors to ensure seamless service delivery
• →Monitor work order progress and proactively address delays or scheduling challenges
• →Maintain and optimize electronic dispatch boards and scheduling systems
• →Coordinate on-call schedules and communicate updates to relevant stakeholders
• →Assist with after-hours service coordination as required

Customer & Administrative Support

• →Serve as a key point of contact for customers, ensuring a professional and responsive service experience
• →Support purchasing activities including materials, equipment rentals, subcontractors, and related service requirements
• →Coordinate travel, accommodations, and logistical arrangements for field staff
• →Manage customer-specific access, permitting, and site requirements
• →Maintain accurate records, reporting, and customer information databases
• →Support operational reporting and other administrative functions as required

• The successful candidate will demonstrate strong leadership, organizational, and customer service capabilities, along with the ability to thrive in a fast-paced service environment.
• Change Orientation – embraces continuous improvement, adapts effectively to changing priorities, and identifies opportunities to enhance operational efficiency
• Communication – communicates clearly, professionally, and effectively with customers, technicians, vendors, and internal stakeholders, both verbally and in writing
• Customer Focus – understands and responds to the needs of internal and external customers while maintaining a high standard of service delivery
• Accountability – takes ownership of responsibilities, follows through on commitments, and supports a culture of reliability and performance
• Teamwork & Collaboration – works cooperatively across departments and supports a positive, solutions-focused team environment
• Respect for Others – values diversity, fosters inclusion, and promotes respectful workplace interactions
• Organization & Time Management – effectively manages competing priorities, maintains attention to detail, and performs well under pressure
• Problem Solving & Decision Making – demonstrates sound judgment and the ability to resolve operational challenges in a timely and professional manner

• Minimum 3-5 years of experience in service coordination, dispatch, administration, operations support, or a related field
• Post-secondary education in Business Administration, Office Administration, Operations Management, or a related discipline is considered an asset
• Advanced proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and Teams
• Strong organizational, administrative, and multitasking abilities with a proven capacity to manage a high volume of work activities
• Excellent interpersonal and communication skills with the ability to build strong working relationships with technicians, customers, and internal stakeholders
• Experience coordinating schedules, resources, work orders, and service requirements within a dynamic service environment
• Knowledge of the commercial, industrial, construction, or facility services industry is considered an asset
• Familiarity with dispatch, ERP, or work order management systems such as JD Edwards, Oracle, or similar platforms is considered an asset
• Knowledge of the Winnipeg and surrounding service areas is beneficial for effective resource planning and technician scheduling
• Previous experience supporting or mentoring team members in a lead, senior coordinator, or supervisory capacity is considered a strong asset
• Demonstrated understanding of Black & McDonald values, operational processes, and customer service expectations is considered an asset

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