Field Service Dispatcher

Melitta Professional Coffee Solutions Australia; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Super contributions

Wellbeing program

Structured onboarding

Ongoing training

Career growth

LinkedIn Learning

Employee discounts

Job summary

Melitta Professional Coffee Solutions Australia in Sydney is seeking a Field Service Dispatcher to coordinate daily field-service operations, plan technician deployment and optimise schedules in a fast-paced environment. You will balance customer commitments with SLA priorities, review service orders, arrange parts and communicate with technicians and customers to keep jobs moving and on track.

The role requires at least two years in dispatch or scheduling and proficiency with SAP or similar

Qualifications

• At least two years’ experience in dispatch, service scheduling or coordinating mobile technicians.
• Experience using scheduling, ERP or CRM systems; strong Excel/Outlook skills.
• Strong written and verbal English communication skills.
• Ability to manage competing priorities and make scheduling decisions under pressure.

Responsibilities

• Plan, schedule and dispatch reactive service, planned maintenance, installations and return visits.
• Assign technicians based on priority, SLA, skills, location and availability.
• Manage daily and forward schedules; monitor capacity and progress; adjust for delays.
• Optimize routes and sequences to reduce travel time and increase efficiency.
• Review service orders before dispatch for fault details and site access.
• Coordinate with Tech Support, Warehouse and Inventory for parts and tools.
• Handle emergency dispatches and SLA-sensitive work with safety as a priority.
• Keep customers and technicians informed of appointments and delays.

Skills

Dispatch experience

Field-service scheduling

Excel

Outlook

English communication

Tools

SAP

Mobile-X

Job description

Melitta Professional Coffee Solutions Australia – Sydney CBD NSW

Join Our Team as Field Service Dispatcher - Help Us Bring Great Coffee to Life

For us, coffee is more than just a drink it’s our passion.

Who We Are

Melitta is a family-owned German company with a rich tradition and a long‑term view. Sustainability, reliability and appreciation shape how we think and act every day.

We:

• Focus on quality and long-term success
• Set high standards for our products and ourselves
• Act as a trustworthy, principled, and solution-oriented partner for our customers and stakeholders

If you’re looking for a stable company with strong values and a passion for coffee, this could be your next step.

Your Role:

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.

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.

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

*Please note that any certificate/ qualification must be Australian or be validated in Australia

All applicants are required to provide proof of their Right to Work in Australia.

Melitta is strongly committed to ensuring that all recruitment processes support our commitment to treating everyone fairly, drawing from the widest possible pool of talent that reflects the diversity of our communities and supports our journey in creating an inclusive environment where all employees feel they belong.