KPI & SLA Driven Field Dispatch Coordinator

Cubic Corporation; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Cubic Transportation Systems is seeking a Field Dispatch Coordinator to coordinate field technicians and resources, ensuring efficient response to customer requests and achievement of contractual KPI/SLA targets.

You will work with Field Services Supervisors to schedule personnel, manage SLA targets, and maintain data accuracy in service management tools while delivering excellent customer service to clients in the Sydney area.

Qualifications

• Essential: 12 months minimum experience in a dispatch coordination environment.
• Important: strong interpersonal and customer focus.
• Typing skills for quick and accurate service-request entry.
• Strong technical awareness to match resources to issues.
• Good knowledge of the Sydney basin and surrounding districts.
• Desirable: proficiency with Microsoft Office suite.

Responsibilities

• Coordinate and dispatch field services personnel with Field Services Supervisors.
• Schedule field services to locations per customer requests and ensure SLAs are met.
• Ensure preventative maintenance jobs align with monthly schedules and SLAs.
• Review and adjust scheduling as new requests come in to maintain SLAs.
• Log requests into the ITSM system and prioritise per SLA.
• Escalate issues to Team Leader when not resolved timely or breached SLAs.
• Maintain effective communication with customers about progress and outages.
• Ensure accurate data capture for fault management and reporting in the Service Management Tool.

Skills

Dispatch coordination

Interpersonal skills

Typing skills

Technical awareness

Geographical knowledge

Customer service

Tools

Microsoft Office

Job description

Cubic Transportation Systems is seeking a Field Dispatch Coordinator to coordinate field technicians and resources, ensuring efficient response to customer requests and achievement of contractual KPI/SLA targets.

You will work with Field Services Supervisors to schedule personnel, manage SLA targets, and maintain data accuracy in service management tools while delivering excellent customer service to clients in the Sydney area.