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
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