Service Logistics Coordinator

Location: Burnaby, British Columbia

Ballard is looking for a Service Logistics Coordinator to join the team in Burnaby. Ballard’s products are located globally and require service support directly through Ballard or service and channel partners. Service Logistics activities include: documentation, process training, parts logistics, inventory control, warranty tracking, billing, quotes, repairs, disposal, customer satisfaction initiatives and communication that is directed internally and to customers externally. The candidate of choice will be results oriented, possess Service Logistics experience, considerable technical acumen, effective communication skills and a high degree of personal integrity with a demonstrated track record in implementation of solutions related to Service Logistics Functionalities.

The Service Logistics Coordinator is primarily responsible for warranty and flow of parts tracking. This may include:  

  • maintaining in and out of warranty tracking spread sheets
  • maintaining local and remote inventory levels
  • Ballard invoicing and billing process
  • developing and maintaining any necessary processes and functionalities required to further improve the effectiveness and reduce costs of the logistics processes associated to the service of the products
  • monitoring and tracking customer claims and communication using SalesForce (or other) software protocol
  • maintaining related service documentation through the agile process (Ballard internal documentation system)
  • maintaining service reporting activities for all product lines
  • assisting both Service Director and Service Manager with all other service department functional development activities directly or indirectly related to logistics.


  • Assisting with all Ballard documentation required for tracking unit down time
    • SRF (warranty claim form)
    • NTF (ticket)
    • Communication on closure
    • gathering and tracking warranty status for all regional deployments managing the expected/agreed service delivery agreements on warranty and out of warranty periods.
    • being the primary point of contact for matters involving, order consolidation, invoicing and proof of receipt and any other customer activities involving logistics aspects.
    • assisting with Development and Implementation of the new Service Documentation System (SalesForce)
  • assisting with the implementation and control of the individual Program Folders and Service Plans.
  • supporting regional representatives in expediting resolution in all Logistics matters.


  • Minimum of 5 years experience working on service based organization or function and experience on Logistics, some experience with project management and implementation of tracking systems.
  • Previous experience supporting Sales and Manufacturing of a highly engineered industrial product line through a channel based process.  Telecommunications or Backup Power industries experience is desirable.
  • Excellent planning, coordination and organization skills.
  • Effective leadership skills and conflict management capabilities.
  • Self-motivated individual who works well in an autonomous environment.
  • Ability to travel internationally and work in different cultural environments.
  • Bi-lingual (English and other) is considered an asset.

Ballard values diversity in the workplace and is committed to Employment Equity. We encourage applications from all qualified candidates

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