Service Coordination Supervisor

About Black & McDonald

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.

Position Summary

Reporting to the Contract Manager, the Service Coordination Supervisor position within the Service Division is primarily responsible to oversee and perform work scheduling, work order and backlog management, customer/client communications, equipment transportation, and purchasing functions. The Service Coordination Supervisor will also be responsible to ensure a smooth and efficient service delivery to customers/clients.

Duties and Responsibilities (include but are not limited to)

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

Competency Requirements

• 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

Education & Skill Requirements

• 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