Great Lakes Group

Technical Services Coordinator
DIVISION: Technical Services
REPORTS TO: Technical Services Manager

Wage based off of experience.

RESPONSIBILITIES OF ROLE

The Technical Services Coordinator coordinates the delivery of technical services by managing customer service requests, scheduling skilled technical resources, maintaining strong customer relationships, and supporting the timely execution of field service, industrial automation, controls, robotics, electrical, and commissioning activities.

This position serves as the primary liaison among customers, field personnel, engineering teams, project teams, subcontractors, and management. The role is responsible for meeting customer expectations, maximizing technician utilization, maintaining accurate service documentation, improving scheduling efficiency, and supporting the overall performance of the Technical Services department.

RESPONSIBILITIES

• Receive, assess, prioritize, and coordinate customer service requests involving PLC programming, robotics, controls engineering, electrical support, commissioning, and automation services.
• Schedule and coordinate field service technicians, controls engineers, robot programmers, project managers, and subcontractors according to technical skill set, availability, location, and customer requirements.
• Maintain daily and long-term resource scheduling to maximize workforce utilization, service coverage, and customer responsiveness.
• Serve as the primary customer contact for service requests, scheduling updates, resource assignments, and assignment coordination.
• Coordinate travel arrangements, site-access requirements, customer orientations, safety documentation, and onboarding requirements for field personnel.
• Monitor active service assignments to ensure work progresses according to customer expectations, project requirements, and contractual commitments.
• Maintain regular communication with field personnel and provide scheduling, logistical, and administrative support when operational or technical issues arise.
• Track customer purchase orders, work authorizations, service reports, time records, and assignment completion documentation to support accurate and timely invoicing.
• Maintain resource availability records, skills matrices, certifications, rate sheets, customer contact information, and technical service documentation.
• Assist with preparing service quotations, resource estimates, scopes of work, and customer proposals.
• Support customer relationship management through regular follow-up, customer service communication, satisfaction monitoring, and identification of future service opportunities.
• Maintain accurate information within company databases, CRM platforms, ERP systems, scheduling applications, and reporting tools.
• Monitor technician utilization, workload distribution, service demand, and resource capacity, and provide recommendations regarding workload balancing and future staffing requirements.
• Support KPI tracking, utilization reporting, resource forecasting, and operational performance reporting.
• Contribute to continuous improvement initiatives involving service delivery, scheduling efficiency, customer satisfaction, documentation, and departmental processes.
• Collaborate with technical, project, finance, and management teams to support effective service execution and issue resolution.
• Perform additional duties as assigned in support of Technical Services operations.

EDUCATION REQUIREMENTS

One of the following:

• Diploma in Business Administration, Engineering Technology, Project Management, or a related discipline is considered an asset.
• An equivalent combination of education and relevant industry experience.

QUALIFICATIONS

Required

• Minimum 3–5 years of experience in technical service coordination, resource planning, project coordination, field service administration, or customer service.
• Experience coordinating technical personnel in manufacturing, industrial automation, engineering, or field service environments.
• Working knowledge of industrial automation services, including PLC programming, robotics, controls engineering, commissioning, and field service support.
• Experience managing multiple customer requests, changing schedules, and competing priorities in a fast-paced environment.
• Experience using ERP, CRM, scheduling, workforce management, or project management software.
• Proficiency with Microsoft Office Suite, particularly Microsoft Excel, Outlook, Teams, and SharePoint.
• Strong organizational skills, communication skills, customer service abilities, and attention to detail.
• Ability to coordinate multiple technical resources while maintaining accurate records and meeting deadlines.
• Demonstrated ability to build professional relationships with customers, technicians, engineers, subcontractors, and internal stakeholders.
• Strong problem-solving, prioritization, and conflict-resolution skills.

Assets

• Experience supporting automotive, industrial, or advanced manufacturing customers.
• Knowledge of PLCs, robotics, vision systems, industrial networking, or controls engineering.
• Experience with utilization reporting, KPI tracking, workload analysis, and resource forecasting.
• Experience preparing customer quotations, service estimates, proposals, and purchase-order documentation.
• Familiarity with professional services automation, ERP, CRM, or workforce management systems.
• Experience supporting invoicing processes and maintaining service documentation.

CERTIFICATIONS / LICENSES

• Valid Ontario Driver’s Licence.

CORE COMPETENCIES

• Customer Service Excellence
• Resource Planning and Scheduling
• Technical Service Coordination
• Organization and Time Management
• Communication and Relationship Building
• Problem Solving
• Multitasking
• Team Collaboration
• Attention to Detail
• Continuous Improvement
• Adaptability
• Conflict Resolution
• Financial Awareness
• Documentation Management
• Microsoft Office Suite
• Workforce Utilization
• Professionalism
• Initiative
• Accountability

Technical Services Coordinator, technical service coordination, field service, industrial automation, customer service requests, resource planning, resource scheduling, workforce utilization, technician utilization, field service technicians, controls engineers, robot programmers, PLC programming, robotics, controls engineering, commissioning, automation services, manufacturing, customer relationship management, CRM platforms, ERP systems, project management software, Microsoft Office Suite, Microsoft Excel, skills matrices, purchase orders, service quotations, KPI tracking, utilization reporting, resource forecasting, vision systems, industrial networking, continuous improvement

Hiring Transparency & AI Disclosure Statement
In compliance with applicable Canadian employment regulations, we confirm that this job posting represents a current, active vacancy within our organization.
We do not use artificial intelligence (AI) tools to screen, assess, rank, or make hiring decisions. All applications are reviewed and evaluated by human recruiters and hiring managers.
If our hiring practices change in the future to include AI-assisted tools, appropriate disclosure will be provided in accordance with applicable laws.