Dispenser Service Coordinator - Remote, Canada

About Us:

Master Builders Solutions is a global brand of advanced chemical solutions for construction. Our comprehensive portfolio includes sustainable concrete admixtures and underground construction solutions. We constantly strive to solve tomorrow’s challenges through our talented people, sound science, innovation, and communication with our global partners. We provide new solutions to satisfy industry demand for specific structure strengths while understanding the need for sustainability and environmental consciousness.

Position Overview

The Dispenser Service Coordinator (DSC) coordinates field service operations across North America (United States and Canada) for Master Builders Solutions dispenser equipment. The DSC serves as an operational link among Dispenser Service Technicians (DSTs), Sales, Regional and Divisional Managers, Product Management, vendors, and other internal partners to support safe, efficient, and high-quality installation, maintenance, upgrade, and repair activities.

This hands-on coordination role manages daily priorities, technician schedules, work-order execution, resource coverage, service documentation, and operational follow-through through Salesforce Field Service (SFS). The position requires strong knowledge of MBS dispenser systems and field processes, sound judgment, technical problem-solving capability, and the ability to manage competing priorities across a geographically distributed field team.

Field Service Coordination

• Coordinate and prioritize daily DST service activities across North America, including new installations, preventive maintenance, upgrades, calibrations, repairs, and customer escalations.
• Manage technician schedules, regional coverage, travel requirements, and resource assignments based on safety, customer impact, technical capability, workload, and business priority.
• Monitor open work, installation commitments, overdue activities, and resource capacity; escalate conflicts and recommend appropriate resource reallocation.
• Coordinate vacation, absence, emergency, and after-hours coverage in accordance with established escalation procedures.
• Support onboarding readiness for new DSTs by coordinating system access, required equipment, field processes, training alignment, and operational integration.

Salesforce Field Service Operations

• Manage operational execution through SFS, including the scheduling board, work-order queue, technician assignments, status updates, and completion follow-up.
• Validate work-order completeness and accuracy, including labor and travel time, service notes, asset records, parts usage, calibration documentation, and required closure information.
• Reinforce consistent mobile workflow adoption, data standards, and timely system usage across the field team.
• Develop and communicate routine reporting for workload, open work, service activity, technician capacity, and execution risks.

Technical Support & Escalation

• Coordinate troubleshooting support for AVC dosing systems, SMART Dispenser Technologies, liquid and granular color equipment, telemetry, and PLC-controlled systems.
• Organize technical escalations, identify appropriate internal or external resources, document required actions, and follow issues through resolution.
• Identify recurring equipment and process issues and support targeted training, knowledge sharing, and corrective action across DST teams.
• Escalate safety, customer, equipment-readiness, or technical concerns that may require work to be delayed or stopped.

Project, Deployment & Stakeholder Support

• Coordinate new installations and equipment upgrades with Sales, DSTs, customers, vendors, and supporting functions.
• Confirm equipment, parts, documentation, technician capacity, customer-site readiness, and vendor timelines before deployment.
• Provide clear updates regarding project status, service priorities, risks, ownership, and required actions.
• Partner with Regional and Divisional Managers on installation priorities, customer escalations, workload, and field-resource needs.

Parts, Purchasing & Inventory Coordination

• Coordinate approved parts availability, field purchasing, vendor orders, and delivery requirements to maintain service readiness.
• Support truck and warehouse inventory accuracy, replenishment, and compliance with approved procurement and parts standards.
• Coordinate cross-border equipment and parts movement, including documentation, vendor alignment, and regional supply considerations.

Process Compliance, Training & Improvement

• Reinforce adherence to safety requirements, SOPs, work instructions, documentation standards, and approved field-service processes.
• Support safety-event, equipment-failure, claims, and customer-escalation follow-up by coordinating information, ownership, corrective actions, and closure.
• Contribute to training content and hands-on training initiatives and reinforce standardized practices in the field.
• Use operating data and field feedback to identify opportunities that improve service quality, productivity, cost, and customer experience.

Required Qualifications

• Three or more years of experience in field service coordination, dispenser service, industrial equipment, technical operations, or a comparable role.
• Demonstrated working knowledge of MBS dispenser equipment, field-service processes, parts and purchasing workflows, and technician-support requirements.
• Experience supporting field technicians or geographically distributed service teams and managing multiple concurrent priorities.
• Strong organizational, technical troubleshooting, communication, and follow-through skills.
• Experience using a service-management platform; working knowledge of Salesforce Field Service is strongly preferred.
• Proficiency with Microsoft Office 365 and the ability to develop clear operational reports and communications.
• High school diploma or equivalent required; technical education, certification, or equivalent field experience preferred.
• Ability to travel throughout the United States and Canada; valid driver's license and passport required.

Preferred Qualifications

• Hands-on experience with AVC or comparable dosing systems, SMART Dispenser Technologies, color dispensing equipment, telemetry, or PLC-controlled industrial equipment.
• Experience coordinating installations, preventive maintenance, inventory, field purchasing, or cross-border equipment movement.
• Experience training, onboarding, or coaching field-service personnel.

Key Competencies

• Operational Prioritization: Balances safety, customer impact, technician capacity, technical requirements, and business priorities.
• Technical Problem-Solving: Organizes troubleshooting resources and drives escalated issues to documented resolution.
• Communication & Collaboration: Provides timely, concise updates and builds alignment across field and business stakeholders.
• Accountability: Follows open work through completion and reinforces accurate, timely documentation.
• Continuous Improvement: Uses data and field feedback to strengthen processes, capability, service quality, and efficiency.

What We Offer:

As an employee of Master Builder Solutions, you will enjoy competitive health and insurance plans, robust retirement benefits with company-matching contributions, and continuous opportunities for learning and growth. Our work environment fosters collaboration, teamwork, and safety. We reward our employees with challenging and rewarding experiences, ongoing educational development, and a commitment to lifelong learning. Join our team and take ownership of your role while positively impacting our global organization.

We believe in empowering our employees to make informed decisions based on their experiences, taking ownership of their responsibilities, and driving positive action towards rewarding goals. Regardless of your role, we encourage you to provide leadership and contribute to the success of our company.

Build your career with Master Builders Solutions and be part of a dynamic and rewarding journey!

Note:

Master Builders Solutions is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.