Service Coordination Supervisor

About Black & Mc Donald
At Black & McDonald, we're proud to be one of North America's leading integrated building services providers. We support commercial, institutional, and industrial clients while helping our employees build rewarding, long-term careers. Our team is known for its strong safety culture, technical expertise, and commitment to doing great work together.

Position Summary
Reporting to the Contract Manager, the Service Coordination Supervisor position within the Service Division is primarily responsible to oversee and perform work scheduling, work order and backlog management, customer/client communications, equipment transportation, and purchasing functions. The Service Coordination Supervisor will also be responsible to ensure a smooth and efficient service delivery to customers/clients.

Duties and Responsibilities (include but are not limited to)
Operational Leadership

Lead and support daily service coordination and dispatch activities

Act as a resource and mentor for Service Dispatchers and administrative support staff

Assist in establishing priorities, balancing workloads, and resolving scheduling conflicts

Identify opportunities to improve processes, workflows, and customer service delivery

Support Management in achieving operational performance objectives

Help maintain consistency with company standards, procedures, and service processes

Service Coordination & Dispatch

Oversee the creation, scheduling, tracking, and completion of service work orders

Coordinate technician schedules to maximize service efficiency and responsiveness

Manage preventive maintenance schedules and customer service requests

Communicate with customers, technicians, account managers, vendors, and subcontractors to ensure seamless service delivery

Monitor work order progress and proactively address delays or scheduling challenges

Maintain and optimize electronic dispatch boards and scheduling systems

Coordinate on-call schedules and communicate updates to relevant stakeholders

Assist with after-hours service coordination as required

Customer & Administrative Support

Serve as a key point of contact for customers, ensuring a professional and responsive service experience

Support purchasing activities including materials, equipment rentals, subcontractors, and related service requirements

Coordinate travel, accommodations, and logistical arrangements for field staff

Manage customer-specific access, permitting, and site requirements

Maintain accurate records, reporting, and customer information databases

Support operational reporting and other administrative functions as required

Competency Requirements

The successful candidate will demonstrate strong leadership, organizational, and customer service capabilities, along with the ability to thrive in a fast-paced service environment.

Change Orientation – embraces continuous improvement, adapts effectively to changing priorities, and identifies opportunities to enhance operational efficiency

Communication – communicates clearly, professionally, and effectively with customers, technicians, vendors, and internal stakeholders, both verbally and in writing

Customer Focus – understands and responds to the needs of internal and external customers while maintaining a high standard of service delivery

Accountability – takes ownership of responsibilities, follows through on commitments, and supports a culture of reliability and performance

Teamwork & Collaboration – works cooperatively across departments and supports a positive, solutions-focused team environment

Respect for Others – values diversity, fosters inclusion, and promotes respectful workplace interactions

Organization & Time Management – effectively manages competing priorities, maintains attention to detail, and performs well…