Service Advisor

Hastings Deering (Australia) Ltd; Cairns Regional; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Training & career development

On-site parking

Employee health & wellbeing programs

Employee assistance program

Job summary

Hastings Deering (Australia) Ltd in Cairns is seeking an experienced Service Coordinator/Advisor to own a fast-paced service environment. You’ll coordinate schedules, quotations, invoicing and customer communications to deliver exceptional service outcomes.

In this permanent, Monday to Friday role, you’ll build strong customer relationships, manage workflows, and ensure accurate records while supporting continuous improvement and operational excellence.

Qualifications

• Experience coordinating service schedules and customer communications.
• Ability to manage invoicing, quotations, parts procurement and job costing.
• Strong organisational and time-management skills in a fast-paced environment.
• Proficient in MS Office and able to learn new systems quickly.
• Experience with CRM/ERP or service management systems is highly regarded.

Responsibilities

• Build strong customer relationships and act as the primary contact for service inquiries.
• Coordinate scheduling, workflow and job completion to ensure timely invoicing.
• Prepare estimates, quotations and coordinate parts procurement.
• Maintain accurate records and financial transactions for compliance.
• Monitor performance, risks and customer satisfaction to drive improvements.
• Collaborate with internal stakeholders to reduce administrative burden.
• Support operational excellence and drive continuous improvement initiatives.

Skills

Organisational skills

Time management

Communication skills

MS Office proficiency

Manage multiple priorities

Problem solving

CRM/ERP experience

Job description

Company : Hastings Deering (Australia) Ltd Kickstart your career or take the next step with Hastings Deering – where our people build something BIGGER.

We’re looking for an experienced Service Coordinator / Advisor to join our team in Cairns and take ownership of a fast-paced, customer-focused service environment. From coordinating schedules and quotations to managing invoicing and customer communications, you’ll be at the heart of delivering exceptional service outcomes. This is a Permanent, Monday to Friday role.

Who are we and why work with us?

Hastings Deering is proud to be one of the top 5 Caterpillar dealerships globally. We sell, rent, and offer support and parts distribution services for Cat® products across a range of industries, including resources, general construction, civil transport and commercial construction, power systems, government, primary industries and marine. We have more than 3,500 employees across 23 business service centres throughout Queensland, Northern Territory, Papua New Guinea, the Solomon Islands and New Caledonia, with our headquarters based in Brisbane, Australia.

When you join our team at Hastings Deering, you’ll benefit from:

• Competitive Salary & Security – A rewarding salary package with yearly reviews, along with a range of benefits designed to support your health, well-being, and financial security.
• Training & Career Development – Opportunities for training, mentorship, and career development specific to your role.
• Stable & Long-Term Career – Benefit from the security of a stable, long-term position at Hastings Deering, offering you peace of mind and the opportunity to build a rewarding career.
• Innovation & Improvement – We drive continuous improvement through dedicated initiatives, foster inclusivity with gender/culture work groups and embrace technological advancements to stay at the forefront of our industry.
• Health & Wellbeing Support – Dedicated programs and utilities to support your physical, mental, and financial health, such as our Employee Assistance Program, free health checks, and discounted private health insurance.
• Team & Culture – Join a tight-knit team where collaboration thrives, with regular staying connected lunches, team BBQs, and an active social group that fosters a positive and engaging work environment.
• Insurance Benefits – Salary continuance insurance.
• On-Site Perks – Free on-site parking.

What you’ll be doing:

• Build strong customer relationships and communication – act as the primary operational contact for customers, providing proactive updates, managing enquiries, and ensuring customer requirements are understood and delivered.
• Deliver quality service and customer outcomes – provide high-quality, cost-effective support that meets customer expectations while maintaining a strong focus on service excellence and customer satisfaction.
• Coordinate scheduling, workflow and job completion – organise service activities, monitor WIP, support resource planning, and ensure jobs are completed, documented, closed, and invoiced efficiently.
• Manage quotations, parts procurement and invoicing – prepare accurate estimates and quotations, coordinate parts ordering, and ensure all labour, parts, and miscellaneous charges are accurately captured for customer billing.
• Maintain accurate systems, records and financial transactions – manage service documentation, customer records, AX transactions, labour coding, and financial data to ensure compliance, reporting accuracy, and timely payment.
• Monitor performance, risk and compliance – oversee job quality, efficiency, rework, write-offs, goodwill requests, customer disputes, and commercial risks, escalating issues where required.
• Support operational excellence – collaborate with customers, vendors, supervisors, Foremen, and Leading Hands to reduce administrative burden, improve service delivery, and achieve business objectives.
• Drive continuous improvement – contribute to process improvement initiatives, operational efficiencies, and business performance outcomes through active participation and problem solving.

What you’ll need:

• Strong organisational and time-management skills – with the ability to prioritise competing tasks and meet deadlines in a fast-paced environment.
• Excellent written and verbal communication skills – enabling effective engagement with customers, technicians, suppliers, and internal stakeholders.
• A professional and customer-focused approach – with a commitment to delivering exceptional service and building positive relationships.
• Well-developed computer skills – including proficiency in Microsoft Office applications and the ability to learn new systems quickly.
• The ability to manage multiple priorities simultaneously – while maintaining accuracy, attention to detail, and high service standards.
• Strong problem-solving and decision-making capabilities – with the confidence to identify issues, investigate solutions, and achieve positive outcomes.
• Experience with CRM, ERP, or service management systems – highly regarded, particularly within a service, maintenance, or operational environment.