Field Dispatch Lead — SLA‑Driven Tech Coordination

Coleambally; Townsville City; On-site; AUD 65,000 - 85,000; Full time

Job summary

Cubic Transportation Systems is seeking a Field Dispatch Coordinator in Australia to organize field technicians and resources for efficient responses to customer requests. You will help meet contractual KPI/SLA targets through proactive scheduling and coordination.

Key duties include dispatching personnel, maintaining SLAs, and communicating with stakeholders. The role demands strong communication, typing accuracy, and solid knowledge of the service area.

Qualifications

• At least 12 months previous experience in a dispatch coordination environment.
• Interpersonal skills, such as telephone skills, communication skills, active listening and customer focus.
• Typing skills to ensure quick and accurate entry of service request details.
• Strong technical awareness with the ability to match resources to technical issues appropriately.
• A good geographical knowledge of the service area (Sydney basin and surrounding districts).
• Excellent customer service skills and well developed communication skills.

Responsibilities

• Work closely with the Field Services Supervisors to ensure efficient coordination and dispatch of field services personnel.
• Schedule and dispatch field services personnel to appropriate locations in accordance with customer requests and needs, ensuring the agreed service level targets are maintained at all times.
• Ensure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAs.
• Review and adjust scheduling as new requests are received to ensure SLAs are maintained.
• Prioritise all requests as per the SLA and log them into the ITSM system.
• Allocate requests to the appropriate 2nd and 3rd level support teams.
• Receive and respond to incoming calls, emails and faxes received from internal and external stakeholders in a prompt, professional and courteous manner.
• Facilitate communication with customers as required keeping them informed of the progress of their request, notifying them of impending changes or agreed outages.
• Monitor progress of requests to ensure they are escalated in a timely manner to support Cubic’s contractual service level targets.
• Escalate to the Team Leader situations of significance or those that are not resolved in a timely manner, or requests in breach of agreed service level targets.
• Effectively liaise and engage in productive work relationships with other team members, supervisor, internal and external stakeholders.
• Ensure accuracy of data captured for fault management, preventative maintenance and reporting in the Service Management Tool.
• Exchange and share knowledge across all products.
• Work as a team member supporting the Operations team to ensure customer satisfaction.

Skills

Dispatch coordination

Interpersonal skills

Typing skills

Technical awareness

Geographical knowledge

Customer service

Time management

Job description

Cubic Transportation Systems is seeking a Field Dispatch Coordinator in Australia to organize field technicians and resources for efficient responses to customer requests. You will help meet contractual KPI/SLA targets through proactive scheduling and coordination.

Key duties include dispatching personnel, maintaining SLAs, and communicating with stakeholders. The role demands strong communication, typing accuracy, and solid knowledge of the service area.