Operations Coordinator - Plumbing Services

The Operations Coordinator supports the day‑to‑day execution of service operations within the Plumbing Services division. This role works closely with field teams, service managers, and internal partners to coordinate scheduling, manage documentation, and support financial and safety processes. Success in this role means keeping work organized, responsive, and aligned with Modern Niagara’s operational standards while enabling field teams to deliver high‑quality service to clients.

Operations Coordinators play a key role in keeping service operations running smoothly. By ensuring accurate documentation, timely scheduling, and strong communication between teams and clients, this role supports efficient project execution, reliable billing, and positive customer experiences. Their work helps maintain operational consistency while enabling the division to grow and serve clients effectively.

• Support efficient service operations by coordinating scheduling, documentation, and administrative processes.
• Strengthen client relationships through responsive communication and effective issue resolution.
• Enable accurate billing, reporting, and compliance by maintaining organized records and operational data.

• Assist with scheduling and dispatching plumbers, supporting the assignment of quoted work to ensure timely job execution.
• Respond to field team requests, including printing drawings, opening work orders, handling purchase orders, and providing FieldPoint support.
• Prepare and submit Job Hazard Assessments (JHAs), activity permits, and client documentation through platforms such as Avetta and ISN.
• Coordinate with municipal contacts to manage backflow licenses and ensure required reports and repairs are submitted within required timelines.
• Maintain an organized database of backflow prevention documentation and compliance records.

• Respond to customer inquiries, disputes, and service requests in a professional and timely manner.
• Maintain strong relationships with clients by addressing questions related to scheduling, billing, and service updates.
• Serve as the first point of contact for new clients, ensuring account setup and required documentation are completed prior to job start.

• Work with billing and accounting teams to resolve invoice discrepancies and client disputes.
• Support account managers and project leads by confirming billing timelines and job costing accuracy.
• Monitor time‑and‑material and quoted job work‑in‑progress (WIP) to ensure work orders are closed and invoiced promptly.
• Communicate with clients regarding overdue preventative maintenance visits and scheduling updates.

• Maintain records related to licensing, Form 1000s, safety training, and equipment calibration for plumbers and plumbing equipment.
• Coordinate the distribution of Toolbox Talks and other safety documentation to field staff.
• Support onboarding activities, uniform and supply ordering, and client‑specific documentation requirements.

• Track contract documentation, project requirements, and large project assignments.
• Participate in regular internal reviews with service and account managers to monitor open work orders and project status.

• Utilize systems such as FieldPoint and Power BI to track operational metrics, work orders, project progress, and financial indicators.
• Generate and review operational and financial reports to support divisional performance and billing alignment.

• 3+ years of experience in an operations, administrative, or project coordination role.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Experience supporting billing processes, work order management, or service operations.
• A professional, customer‑focused approach to working with internal teams and external clients.

• Experience in the plumbing, mechanical contracting, or construction industry.
• Familiarity with FieldPoint,…