Established in 2012, Hisense Canada’s product strategy is to steadily introduce a full range of electronics and home appliances into the Canada market. This includes televisions, refrigerators, air-conditioners, dehumidifiers, beverage coolers, and freezers.
At Hisense Canada, we take pride in our staff - they are the backbone of all that we do!
Job Description – Service Repair Coordinator
Key Job Responsibilities:
- Respond to inquiries from Authorized Service Centres (ASCs) to support accurate and efficient repairs.
- Coordinate and monitor repair dispatches to ASCs in a timely manner.
- Follow up on pending work orders with service providers to reduce overall turnaround time and ensure updates are reflected in the ERP system.
- Create, update, and maintain accurate repair notes within ERP/CRM systems.
- Process and support work orders, invoices/settlements, and warranty claims from ASCs accurately and within required timelines.
- Create after-sales return authorizations in the ERP system.
- Respond promptly to ASC and customer inquiries, providing support via phone, email, or in person.
- Collaborate with internal technical support, parts, and quality teams to escalate and resolve complex issues.
- Troubleshoot technical issues and ensure timely resolution.
- Provide training to ASCs on product usage and maintenance procedures.
- Maintain and continuously improve the ASC network by identifying coverage gaps and onboarding new service providers.
- Travel to visit ASCs as required to provide on-site support, training, and relationship management.
- Identify opportunities for improvement in products or services based on feedback from customers and ASCs.
- Maintain up-to-date product knowledge and stay informed on industry trends.
- Report to the National Field Service Manager.
- Perform other related duties and special projects as required.
Requirements:
- Bilingual in French and English (required).
- Bachelor’s degree in Engineering, BA, Operations or a related field
- Minimum 3 years of experience in field service coordination, dispatch, or a related operational role
- Minimum 3 years of experience using ERP and/or CRM systems
- Strong technical aptitude with the ability to understand and troubleshoot complex systems.
- Excellent communication and interpersonal skills.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Detail-oriented with strong organizational skills.
- Proven ability to manage customer inquiries and deliver high-quality customer service.
- Strong data analysis skills, with the ability to extract and interpret insights from raw data; advanced proficiency in Microsoft Excel required.
- Bilingual in French and English (required).
Additional Information
Hisense Canada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship status, age, disability, or any other category protected under applicable law. This policy applies to all terms and conditions of employment, including, but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Ability to commute/relocate:
- Mississauga, ON L5N 8C2: reliably commute or plan to relocate before starting work (required)
Experience:
- field service coordination and dispatch: 3 years (required)
Language:
Work Location: In person
