Bilingual technology consultant supporting Manulife financial advisors with escalated IT issues, Microsoft 365, cybersecurity, and technology adoption across Eastern Canada.
About the role
- Bilingual Service Coordinator coordinating InnoServ field repairs and technician dispatches for Gordon Food Service. Providing technical support and resolving customer service escalations.
Responsibilities
- Manage, log, and prioritize incoming field service requests using FSM software.
- Collaborate closely with Service Managers to balance team workload capacity, schedule technician shifts, and resolve dispatch conflicts.
- Track third-party customer accounts to ensure strict adherence to established SLAs.
- Coordinate the shipping, receiving, and stage-tracking of parts and equipment required for field repairs.
- Apply hands-on understanding of beverage and chemical equipment repair to diagnose issues and guide field resolution.
- Maintain up-to-date knowledge of InnoServ equipment procedures, industry trends, and technical standards.
- Deliver prompt, professional communication to resolve customer escalations and evaluate overall service satisfaction.
- Act as the operational hub for InnoServ's field service operations by planning, scheduling, and dispatching field service work to minimize customer downtime.
Requirements
- High School Diploma or equivalent.
- Bilingual both in French and English
- Hands-on knowledge or technical experience with the repair, maintenance, or refurbishment of beverage and chemical equipment.
- Proven ability to multi-task, prioritize urgent tasks, and manage time independently in a fast-paced environment.
- Prior experience operating Field Service Management (FSM) software or ticketing systems.
- Proficiency with Google Workspace (Gmail, Calendar, Docs, Sheets, Drive).
- Experience handling third-party vendor relationships or service-level compliance.
- This position requires full bilingualism (French and English), both spoken and written.
Benefits
- 10% bonus potential
- Medical, Dental, Prescription Drug, and EAP Benefits after 30 days of employment
- FULL flex benefits program
- Company matching RRSP
- Profit Sharing
- 125-year, family-owned and operated company history
- Family culture and advancement opportunities
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