Project Coordinator

Job Description

This is a customer facing role. The Project Coordinator is responsible for providing Post Sale Support to customers in the region. This position will work closely with liaison with Customers, Technical Support Team, Warranty Team, Parts Team, Sales Team, Project Manager/Co-ordination Team. This role acts as the central hub between customers, service teams, and internal departments, ensuring smooth communication and resolution of Post Sale issues.

What you will accomplish with us:

• Serve as the primary point of contact for Customers for post-sale service inquiries and support.
• Liaise with internal departments (Technical Support, Warranty, Parts, Sales etc.) to resolve customer issues when shipments / product arrives damaged, incomplete, or incorrect.
• Keep customers informed about the status of their requests/ complaints / issues, based on feedback from different teams.
• Track service requests and ensure timely resolution in line with Master Group policies and Customer Expectations.
• Follow up and coordinate with different teams to move issues towards resolution.
• Fill out Warranty related paperwork and Sales Concession forms.
• Maintain accurate records of service activities, customer interactions, and follow-ups with related teams.
• Assist in developing and improving service workflows and customer experience initiatives.
• Provide feedback to product and quality teams based on recurring service issues.
• Help find solutions to problems or obtain support from teammates to resolve issues/escalations.
• Internal reporting and filling.
• Provide Back-up to Reception when the receptionist is away.

What You Bring to Our Team:

Communication skills for interacting with customers & de-escalation issues.

• Customer-focused mindset with a proactive approach to problem-solving.
• Proficiency in Windows, MS Office Suite (Excel, Word & PowerPoint) and ERP Systems.
• Familiarity with HVAC Systems and Components.
• Willingness to learn new systems and procedures as required.
• Self starter.
• Detail Oriented.
• Strong Organisation Skills.

Competitive Benefits: In addition to a rewarding career within our team, we offer

• Medical and dental coverage from day one, along with short and long-term disability protection
• Contribution to a collective registered retirement savings plan upon starting your role.
• Wellness spending account
• An employee assistance program including psychological, financial, and legal support.
• Access to telemedicine from the beginning of your employment.
• Reimbursement of professional association membership fees.
• Early vacation program.
• Flexible remote work policy

Master, for over 70 years
We've been the HVAC-R leader and one of Canada's Best Managed Companies since 2010. As the country's leading private HVAC-R distributor, we have over 1,400 active employees, operating in more than 55 branches and 3 distribution centers from British Columbia to the Atlantic provinces, as well as 30 branches in the United States.

It's good to work with us
At Master, we offer you a dynamic, stimulating and fun environment. With a firm belief in healthy, open communications, we take a hands-on approach with all our employees. Teamwork is an integral part of our values, and it's through teamwork that we achieve our greatest successes.