Field Service Dispatcher

Melitta; Sydney; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive Salary Range + superann

EAP wellbeing program

Structured onboarding and ongoing培训

LinkedIn Learning courses

Employee discounts on Melitta products

Job summary

Melitta Australia is seeking a Field Service Dispatcher to coordinate daily field-service operations across our technical network. You will plan, schedule and dispatch technicians for reactive service, planned maintenance, installations and returns, ensuring efficient use of capacity and adherence to SLAs.

This role requires strong organization, English communication and experience with SAP/Mobile-X or similar platforms; familiarity with coffee, foodservice or hospitality equipment is a plus.

Qualifications

• Two years' experience in dispatch or scheduling.
• Experience with SAP, Mobile-X or similar field-service platforms.
• Proficient in Microsoft Excel, Outlook and digital communication tools.
• Strong written and verbal English communication skills.

Responsibilities

• Plan, schedule and dispatch reactive service, planned maintenance, installations and return visits to internal and contract technicians using SAP, Mobile-X and other approved systems.
• Assign technicians based on job priority, SLA requirements, skills and certifications, location, availability, equipment and customer needs.
• Manage daily and forward schedules, monitor technician capacity and job progress, and adjust allocations when urgent work, delays or absences arise.
• Optimise routes and job sequences to reduce travel time and improve technician capacity.
• Review service orders before dispatch to confirm fault details, service history, customer contacts and site access requirements.
• Coordinate with technicians, Technical Support, Warehouse and Inventory to ensure the right parts, tools and expertise are available, including van-stock replenishment and return visits.
• Keep customers and technicians informed of appointments, schedule changes, delays and access arrangements, and resolve service concerns with Customer Service.

Job description

Do you want to make a difference and shape the world sustainably? Then you’ve come to the right place. As an internationally operating family business in its fourth generation, we offer you a secure, trusting environment and the opportunity to enhance your career within the Melitta Group. Our diverse team is fully devoted to the innovative power of our founder and inventor of the coffee filter, Melitta Bentz. The professions and your opportunities with us are just as diverse as our product and brand portfolio.

Your future field of work

Are you equally enthusiastic about coffee and technology? Then Melitta Professional is the right place for you! We operate internationally and inspire our customers with comprehensive coffee solutions from a single source: innovative machines, delicious speciality coffees, digital solutions and first-class service – everything fits together perfectly for our customers. You will find our portfolio in the catering sector, hotel industry, petrol stations, fast-food restaurants and many other segments of the food takeout market. Our headquarters with our own development and production facilities are located in Minden, but you can find our sales companies and our in-house technical customer service all over the world. Join us in inspiring people around the world with our delicious coffee specialities and become part of our dedicated team.

The Field Service Dispatcher is the central point of coordination for daily field-service operations. You will plan and optimise technician deployment, balance customer commitments and service priorities, and keep work moving efficiently from dispatch through completion. This role suits an organised, proactive professional who enjoys solving operational challenges and making informed scheduling decisions in a fast-paced environment.

In this role, you will:

• Plan, schedule and dispatch reactive service, planned maintenance, installations and return visits to internal and contract technicians using SAP, Mobile-X and other approved systems.
• Assign technicians based on job priority, SLA requirements, skills and certifications, location, availability, equipment and customer needs.
• Manage daily and forward schedules, monitor technician capacity and job progress, and adjust allocations when urgent work, delays or absences arise.
• Optimise routes and job sequences to reduce travel time and make effective use of technician capacity.
• Review service orders before dispatch to confirm fault details, service history, customer contacts and site access requirements.
• Coordinate with technicians, Technical Support, Warehouse and Inventory to ensure the right parts, tools and expertise are available, including van-stock replenishment and return visits.
• Manage emergency callouts and dispatch issues, prioritising safety-critical and SLA-sensitive work and escalating service risks when needed.
• Keep customers and technicians informed of appointments, schedule changes, delays and access arrangements, and work with Customer Service to resolve service concerns.
• Maintain accurate, auditable records of job status, allocations, customer updates, delays, return visits and escalations; support service-order closure.
• Track service performance, including utilisation, schedule adherence, travel efficiency, SLAs, backlog and repeat visits, and recommend practical improvements.
• Follow company safety, quality, data protection and operational requirements.

Your profile

What You’ll Bring

• At least two years' experience in dispatch, service scheduling or a comparable role coordinating mobile technicians or other field-based resources.
• Experience using scheduling, field-service, ERP or CRM systems, plus strong skills in Microsoft Excel, Outlook and digital communication tools.
• Strong written and verbal English communication skills.
• The ability to manage competing priorities and make sound scheduling decisions under pressure.
• Strong organisation, attention to detail and accurate record keeping.
• Experience with SAP, Mobile-X or similar field-service platforms.
• Knowledge of route planning, technician utilisation, capacity planning and SLA-driven service delivery.
• Familiarity with service-parts logistics, van stock and preparing jobs for dispatch.
• Experience coordinating subcontractors or third-party service providers.
• Experience in coffee, foodservice or hospitality equipment, appliance repair or another technical-service environment.

Our offer - What we offer you

As an international family business with many years of experience, it is important to us that you feel at home in the Melitta family.

About us

Do you want to make a difference and shape the world sustainably? Then you’ve come to the right place. As an internationally operating family business in its fourth generation, we offer you a secure, trusting environment and the opportunity to enhance your career within the Melitta Group. Our diverse team is fully devoted to the innovative power of our founder and inventor of the coffee filter, Melitta Bentz. The professions and your opportunities with us are just as diverse as our product and brand portfolio.

Your future field of work

Are you equally enthusiastic about coffee and technology? Then Melitta Professional is the right place for you! We operate internationally and inspire our customers with comprehensive coffee solutions from a single source: innovative machines, delicious speciality coffees, digital solutions and first-class service – everything fits together perfectly for our customers. You will find our portfolio in the catering sector, hotel industry, petrol stations, fast-food restaurants and many other segments of the food takeout market. Our headquarters with our own development and production facilities are located in Minden, but you can find our sales companies and our in-house technical customer service all over the world. Join us in inspiring people around the world with our delicious coffee specialities and become part of our dedicated team.

The Field Service Dispatcher is the central point of coordination for daily field-service operations. You will plan and optimise technician deployment, balance customer commitments and service priorities, and keep work moving efficiently from dispatch through completion. This role suits an organised, proactive professional who enjoys solving operational challenges and making informed scheduling decisions in a fast-paced environment.

In this role, you will:

• Plan, schedule and dispatch reactive service, planned maintenance, installations and return visits to internal and contract technicians using SAP, Mobile-X and other approved systems.
• Assign technicians based on job priority, SLA requirements, skills and certifications, location, availability, equipment and customer needs.
• Manage daily and forward schedules, monitor technician capacity and job progress, and adjust allocations when urgent work, delays or absences arise.
• Optimise routes and job sequences to reduce travel time and make effective use of technician capacity.
• Review service orders before dispatch to confirm fault details, service history, customer contacts and site access requirements.
• Coordinate with technicians, Technical Support, Warehouse and Inventory to ensure the right parts, tools and expertise are available, including van-stock replenishment and return visits.
• Manage emergency callouts and dispatch issues, prioritising safety-critical and SLA-sensitive work and escalating service risks when needed.
• Keep customers and technicians informed of appointments, schedule changes, delays and access arrangements, and work with Customer Service to resolve service concerns.
• Maintain accurate, auditable records of job status, allocations, customer updates, delays, return visits and escalations; support service-order closure.
• Track service performance, including utilisation, schedule adherence, travel efficiency, SLAs, backlog and repeat visits, and recommend practical improvements.
• Follow company safety, quality, data protection and operational requirements.

Your profile

What You’ll Bring

• At least two years' experience in dispatch, service scheduling or a comparable role coordinating mobile technicians or other field-based resources.
• Experience using scheduling, field-service, ERP or CRM systems, plus strong skills in Microsoft Excel, Outlook and digital communication tools.
• Strong written and verbal English communication skills.
• The ability to manage competing priorities and make sound scheduling decisions under pressure.
• Strong organisation, attention to detail and accurate record keeping.

Desirable Experience

• Experience with SAP, Mobile-X or similar field-service platforms.
• Knowledge of route planning, technician utilisation, capacity planning and SLA-driven service delivery.
• Familiarity with service-parts logistics, van stock and preparing jobs for dispatch.
• Experience coordinating subcontractors or third-party service providers.
• Experience in coffee, foodservice or hospitality equipment, appliance repair or another technical-service environment.

Our offer - What we offer you

As an international family business with many years of experience, it is important to us that you feel at home in the Melitta family.

What’s in It for You

• Competitive Salary Range + contributions to your super
• Access to our EAP wellbeing program
• Structured onboarding, support and ongoing training
• Supportive national service team and structured service processes
• Ongoing and development
• Long-term career growth opportunities within the Melitta Group
• Free LinkedIn Learning courses (global partnership)
• Employee discounts on Melitta products