Field Service Dispatcher

Melitta Professional Australia; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

EAP wellbeing program

Structured onboarding and training

Career growth opportunities

LinkedIn Learning access

Busuu language app

Job summary

Melitta Professional Australia is seeking a Field Service Dispatcher in Sydney to plan and optimise technician deployment for mobile service teams. You will balance customer commitments, monitor schedules and ensure timely dispatch of installations, maintenance and return visits.

The role requires 2+ years in dispatch or scheduling, proficiency with SAP/Mobile-X and strong English communication. The team offers career growth within the Melitta Group and ongoing training.

Qualifications

• At least two years’ experience in dispatch or service scheduling.
• Experience with scheduling, ERP or CRM systems; strong Excel and Outlook skills.
• Strong written and verbal English communication.
• 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.

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 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.

Skills

Dispatch experience

Scheduling systems

Excel & Outlook

English communication

SAP & Mobile-X

Route planning

Prioritisation

Record keeping

Tools

SAP

Mobile-X

ERP systems

CRM systems

Job description

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.
• 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)
• Free access to Busuu app (Language learning)