Service Dispatch Coordinator
Job Description

post after Feb 6 -2020 as per Beth M.

The Service Dispatch Coordinator builds relationships with customers by promptly answering inbound phone calls and are responsible for the timely coordination and dispatch of road service technicians’ to customers’ locations nationally while monitoring the integrity of the system information.Johnston Equipment is a dynamic team working together for a common goal: client satisfaction.

At GNJ every client and employee is valued and important. We offer our employees:

  • A stable company who stands behind 65 years of business excellence
  • The chance to expand your professional and personal skills
  • Learning with a national leader in a most critical industry, material handling
  • Work/ Life balance
  • Competitive compensation and benefits
  • Pension plan after 24 months
  • Reimbursement towards health and wellness

These service calls could be a regular scheduled visit to keep their equipment in optimum condition or a breakdown situation that could potential impede their business productivity, and thus the Service Dispatch Coordinator makes a detrimental impact to their customers. 

They work within a territory zone collaborating with internal and external customers to ensure GNJ work orders move through the internal process in an efficient manner, including updating JDE until completion (billing).


  • Ensure an exceptional, superior and seamless experience for customers during the day-to-day activities
  • Achieve customer satisfaction by meeting the department's Key Performance Indicators within the call centre

Key Work Activities:

  • Answer all incoming phone calls within a quick timeframe to address customer requests on servicing their fleet/ material handling equipment
  • Schedule service calls as calls and emails are received, and dispatch service technicians to the designated customer site
  • Identify and establish solutions to customers’ needs by listening and understanding their issues
  • Identify road-blocks and and solve or escalate issues to the Service Dispatch Supervisor
  • Open and monitor work orders to process requests through to billing 
  • Distribute all work orders prior to determined due dates to service technicians
  • Update and maintain customer information and progress notes in JD Edwards Management System
  • Plan service call schedules for technicians based on the nature of the work, volume of the work, and geographical locations between their service call sites
  • Review and assist with drafting status reports

The ideal candidate is committed to serving customers by having strong attention to detail, follow-up skills, and excellent communication skills both verbally and written to work with customers and collaborate with road service, management, and rentals. They demonstrate a positive can-do attitude, time management abilities, and the ability to successfully multitask between their various priorities. They must be a team player in the efforts to meet the department's overall goals and upholding their high standards of performance. 

Here at Johnston we believe that attitude is everything, bring your “make a difference” personality and strong work ethic and be ready to succeed!

You make a difference: You are a key player in the strategic planning of scheduled maintenance and breakdown repairs for GNJ clients.  Your speed, accuracy, and tactical planning allow technicians to perform their job with maximum efficiency allowing our customers’ production to continue uninhibited. The quality of your work directly influences our customer satisfaction, loyalty, and departmental goals that are part of a larger effort to increase Johnston Equipment's business and maintain its reputation of excellent customer service. 

Shift:  Monday to Friday 8 am to 5 pm (1 hour lunch).

Johnston Equipment is working together for continuous improvement, sustainable outcomes and outstanding customer care. Live the values. Reap the rewards.

Additional Qualifications


  • Certificates & Designations, High School is required
  • Post-Secondary Education, Some Related Post-Secondary Education


  • Achieves Results
    • Ability to evaluate alternatives in order to make the right decision
    • Ability to prioritize
    • Accuracy and attention to detail
    • Organizational Skills
    • Perform well in a fast-paced environment
    • Ability to Multi-task
    • Takes Initiative
    • Timely Decision Making
  • Bona fide job requirement, Shift: 10:00AM - 7:00PM - Monday to Friday
  • Collaborates with Others, Committed to customers
  • Committed to Customers
    • Respectful Engagement
    • Anticipates Customer Needs
  • Communicates Effectively, Courteous and Professional Manner
  • Demonstrates Functional Expertise
    • Call Centre
    • Strong Problem Solving
  • Work Experience, 2 Years - Related Experience

Job Requirements


Company Overview

Since 1954, Johnston’s mission has been to develop valued customer partnerships by providing precision, cost-effective material handling equipment to move product in, out and throughout your warehouse; service solutions and tools to better manage your productivity; racking, storage and system solutions to optimize storage of your goods; and programs to enhance your ability to protect both your assets and your people.

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