Overview:
We are seeking a highly organized and customer-focused Senior Service Technician Coordinator to support our Cabinetry and Interior Trim Service Department. This is a senior-level coordination role requiring exceptional scheduling ability, professionalism, tact, and empathy.
The successful candidate will serve as a key point of contact between customers, service technicians, internal departments, and project teams. This role often involves supporting customers during challenging situations, requiring strong communication skills, emotional intelligence, and the ability to de-escalate concerns while maintaining a high level of service professionalism.
The ideal candidate thrives in a fast-paced environment, can confidently manage multiple competing priorities, and takes pride in delivering an exceptional customer experience while ensuring service operations run efficiently.
Primary responsibilities:
· Coordinate and manage the daily schedules and service calls of the Service Technician team
· Prioritize service requests and adjust schedules based on urgency, project timelines, and customer needs
· Monitor the progress of active service files and ensure timely follow-up and resolution
· Serve as a primary point of contact for customer concerns, service inquiries, and warranty-related matters
· Respond to customer issues with professionalism, tact, empathy, and strong problem-solving skills
· Escalate complex service concerns appropriately while maintaining positive customer relationships
· Maintain accurate service records, reports, appointments, and work orders
· Communicate effectively with customers, technicians, suppliers, and internal departments
· Support the overall efficiency and organization of the service department through strong administrative coordination
Qualifications:
· College or University diploma in Business, Administration, Project Coordination, or a related field
· Strong industry knowledge of cabinetry, millwork, or interior trim is considered a strong asset
· Exceptional organizational and scheduling abilities with strong attention to detail
· Demonstrated ability to manage difficult conversations with professionalism and empathy
· Superior customer service and relationship management skills
· Strong problem-solving and conflict-resolution abilities
· Ability to work effectively under pressure in a fast-paced environment
· Excellent time management and multitasking skills
· Strong computer literacy and administrative skills
· Excellent verbal and written communication skills
What Success Looks Like in This Role:
· Customers feel heard, respected, and supported — even during difficult situations
· Service technicians are efficiently scheduled and supported
· Service files are organized, accurate, and proactively managed
· Problems are resolved professionally and with a solutions-focused mindset
· The service department operates smoothly, efficiently, and with a high level of customer satisfaction
Why Join Potvin Construction?
At Potvin Construction, we take pride in our commitment to excellence, integrity, and collaboration. Our reputation for quality craftsmanship is built on the contributions of passionate team members who value continuous improvement and customer satisfaction.
We foster a supportive and innovative work culture where every employee is encouraged to contribute ideas and take initiative. Our dedication to professional development, employee well-being, and community involvement makes Potvin Construction a great place to grow your career.
Core Values:
· Customer Service
· Loyalty
· Positive Attitude
· Continuous Improvement
· Integrity
What We Offer
· Annual Salary based on skills and experience. The annual salary range for this position is $55,000 to $65,000
· Comprehensive benefits package (following probationary period)
· Paid time off.
· Office closure between Christmas and New Year’s
· Referral bonus program
· Employee discounts with local businesses
· Opportunities for training, growth, and advancement
Potvin Construction values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Potvin Construction will provide accommodation, accessible formats, and communication support for the interview upon request, and we will work with you to meet your accessibility needs.
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Casual dress
- Company events
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Ability to commute/relocate:
- Rockland, ON K4K 1J8: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- A site supervisor emails to advise that a service technician has not arrived for their 9:00 a.m. appointment to repair a bathroom cabinet door. It is now 10:00 a.m.
Upon reviewing the schedule, you discover that the appointment is booked for tomorrow at 9:00 a.m.
How would you respond?
Experience:
- Appointment scheduling: 3 years (preferred)
- Customer service: 5 years (preferred)
Language:
- English and French (preferred)
Work Location: In person
