Regional Service Administration Supervisor

In Vitro Technologies Pty; Brisbane; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Remuneration package

Career development

Flexible work

Job summary

In Vitro Technologies Pty is seeking a Regional Service Administration Supervisor based in Queensland to lead and coordinate a small team across QLD and NSW. The role ensures timely service visits, accurate order processing, and clear customer communication.

You will monitor KPIs, support technicians, and drive improvements within the Customer Service function, reporting to the National Service Administration Manager. A reliable, process-driven professional will thrive in this role.

Qualifications

• 3+ years' experience in a Customer Service or Inbound Call Centre team, handling queries, orders, returns and credits; essential.
• Team leading experience is essential.
• Accurate typing and strong Microsoft Office skills (Word, Excel, Outlook). Experience using Microsoft Dynamics 365 (D365) is highly regarded.

Responsibilities

• Lead, motivate and supervise a team of up to four Technical Service Administrators across QLD and NSW.
• Monitor team KPIs, targets and SLAs, focusing on sales orders, service visits, billing accuracy and response times.
• Oversee the regional service inbox, pro forma and quote approvals, PO follow-ups and Toll bookings.

Skills

Customer service

Inbound call centre

Team leadership

Typing

Microsoft Office

Microsoft Dynamics 365

Tools

Microsoft Office

Microsoft Dynamics 365 (D365)

Job description

Regional Service Administration Supervisor

At In Vitro Technologies, we don't just sell products—we make sure the medical equipment our healthcare customers rely on is serviced on time, every time. Join us and lead the team that keeps our Technical Service running smoothly.

Lead our Queensland and New South Wales team of Technical Service Administrators, who coordinate service visits, quotes and orders for our Healthcare Division across the Medical and Life Science channels.

Make a real difference by keeping every customer informed of when our technicians will arrive and exactly where their job is up to.

As a trusted Scientific and Medical distribution company, In Vitro Technologies has built a reputation for dedicated service, industry expertise, and professionalism.

Established in 2002, we are proudly 100% owned by JJ Richards & Sons Pty Ltd, Australia's largest, family-owned and operated waste management company.

Join us and be part of something bigger—where innovation meets purpose.

About the role

Regional Service Administration Supervisor based in Springwood, QLD, working 8am–4pm. Reporting to the National Service Administration Manager, you will lead the daily operations of the Technical Service Administration team across Queensland and New South Wales, making sure our customers receive efficient, accurate service within agreed KPIs.

Key responsibilities

• Lead, motivate and supervise a team of up to four Technical Service Administrators across QLD and NSW, planning and delegating daily work so all roles are covered
• Monitor team KPIs, targets and SLAs, with a strong focus on closing out open sales orders, along with scheduled service visits, billing accuracy, and call and email response times
• Oversee the regional service inbox, pro forma and quote approvals, purchase order follow-ups and Toll pick-up bookings
• Make sure customers receive timely, accurate confirmation of technician site attendance and job status, and track complaints through to resolution
• Support technicians and the team with GoCanvas, Schedule It, and the quoting and set-up of Service Agreements
• Report weekly on team performance and sales order accuracy to the National Service Administration Manager, identifying trends and process improvements

About you

3+ years' experience in a Customer Service or Inbound Call Centre team, handling queries, orders, returns and credits, is essential

Team leading experience is essential

Accurate typing and strong Microsoft Office skills (Word, Excel, Outlook); experience using Microsoft Dynamics 365 (D365) is highly regarded

Excellent written and verbal communication skills, with strong organisational skills

Previous experience working in a distribution operation is desirable

Motivated to take ownership of outcomes, go above and beyond on every call, and bring your team with you

Attractive remuneration package

Career development and growth/specialisation opportunities

Industry leading job stability & flexible work environments

Excellent office location

Discounts at over 100 retailers (including groceries and fuel)

About us

In Vitro Technologies is a Scientific and Medical distribution company specialising in the sale and support of scientific, clinical diagnostic, medical and related products. Our foundation is built upon dedicated service, knowledge of the industry, and professionalism. With an experienced sales team and highly trained service engineers located in every state, In Vitro Technologies are considered the preferred partner for quality products and service. The company was established in 2002 and is 100% owned by the multi-generational family company JJ Richards & Sons Pty Ltd.