Job Title: Service Dispatcher Contract Duration: 4 months (possibility of extension and conversion) Location: Sparwood, BC (Hybrid – 5 days onsite/week)

Job Summary Serves as the first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.

Key Responsibilities Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. Assesses customers' needs and gathers pertinent information. Creates basic work orders in appropriate systems. Provides status updates to customers, as requested.

Qualifications and Competencies Communicates effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manages conflict – Handles conflict situations effectively with minimal disruption. Customer focus – Builds strong customer relationships and delivers customer-centric solutions. Directs work – Provides direction, delegates responsibilities, and removes obstacles to get work done. Financial acumen – Interprets and applies an understanding of key financial indicators to make informed business decisions. Instills trust – Gains the confidence and trust of others through honesty, integrity, and authenticity. Diagnostics Application – Translates customer complaints into troubleshooting plans; follows guided workflows, procedures, and uses specialized mechanical and electronic service tools; diagnoses software issues to isolate failed components and support successful repairs; validates repairs by reproducing customer concerns; documents troubleshooting results in business systems for payment processing and historical tracking. Warranty Process – Analyzes customer issues to determine the root cause of failure and associated damage using published service information; interprets the Warranty Administration Manual to determine warranty eligibility and claim requirements; identifies repair items eligible for coverage and communicates them to stakeholders; files claims in the appropriate system using proper documentation to ensure accurate settlement. Technical Escalation – Obtains product technical issue information and utilizes available resources, including data management tools; escalates issues to higher levels of expertise when necessary while balancing customer response times with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and timely ticket resolution. Service Documentation – Creates and verifies customer, equipment, and technical information; captures required data using service tools; follows procedures and documents information in the service management system to maintain accurate service records. Electronic Service Tool Application – Identifies the required hardware and software tools for service events; uses the appropriate electronic toolset to maintain products or diagnose and troubleshoot issues; interprets tool results and recommendations to determine the next steps for service resolution.

Education, Licenses, and Certifications High school diploma, secondary school completion certificate, or equivalent experience meeting applicable regulations. This position may require licensing for compliance with export controls or sanctions regulations.

Experience Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.