ABOUT ODRA SWEEPERS

ODRA Sweepers is a fast-growing, family-owned manufacturer of chassis-mounted mechanical street sweepers with operations across Canada, the U.S., and India. Our durable, cost-efficient sweepers are trusted by municipalities, contractors, and industrial clients across US & Canada. As we scale our customer support operations, we’re looking for a proactive, detail-oriented individual to help us deliver on our service promise.

QUALIFICATIONS

• Strong organizational and multitasking skills
• Excellent communication skills, polite and professional phone/email etiquette
• Advanced computers skills, including the use of:
• MS office
• AI tools (willing to learn)
• CRM (willing to learn)
  · Customer service/support or office coordination role is an asset
  · Advanced English communication skills (speaking and writing)

ABOUT THE ROLE

We are looking for a Service Support Assistant to join our Service Department. This person will provide administrative and customer service support, assist our field technicians, and ensure smooth coordination of service requests.

KEY RESPONSIBILITIES

· Answering and forwarding incoming customer calls to the appropriate department/person
· Managing service request records, including warranty claims and other complaints, using various tools, such as:
o Spreadsheets (Excel, Google Sheets)
o CRM systems or dedicated service management platforms
o Online communications (Teams) for internal updates
o Working with chatbots and AI tools that support automated request intake and categorization
· Monitoring and ensuring that all claims are processed in a timely manner
· Updating records with the current status and resolution of each case
· Preparing monthly statistical reports (number and type of requests, resolution status, etc.)
· Coordination of field service work, such as:
o Scheduling service visits with customers
o Planning technicians’ routes and schedule based on priority and location
o Confirming service appointments by phone or email
o Provide support to our technicians when out on the field
· Preparing parts and service documentation for service visits
· Sending troubleshooting material to customers when needed