Service Advisor

Hastings Deering; Cairns Regional; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive Salary & Security

Training & Career Development

Stable & Long-Term Career

Innovation & Improvement

Health & Wellbeing Support

Team & Culture

Insurance Benefits

Job summary

Hastings Deering in Cairns is seeking a Service Coordinator/Advisor to own a fast-paced, customer-focused service environment. You will coordinate schedules, quotations, invoicing, and customer communications, while maintaining accurate records and driving improvements.

The role is permanent, Monday to Friday, on-site in Cairns, Australia, and offers development, competitive salary and benefits. You will be part of a leading Cat dealer network with extensive support and growth opportunities.

Qualifications

• Strong organisational and time-management abilities to handle fast-paced tasks.
• Excellent written and verbal communication for customers and teams.
• Professional, customer-focused approach delivering service excellence.
• Proficient with Microsoft Office and capable of learning new systems.
• Ability to manage multiple priorities with accuracy and attention to detail.
• Strong problem-solving skills and decision-making capabilities.
• Experience with CRM/ERP or service management systems is advantageous.

Responsibilities

• Build strong customer relationships and act as the primary operational contact.
• Deliver high quality service and outcomes while ensuring customer satisfaction.
• Coordinate scheduling, workflow and job completion efficiently.
• Manage quotations, parts procurement and invoicing for accuracy.
• Maintain service records, financial transactions and AX transactions.
• Monitor performance, risk and compliance; escalate issues as needed.
• Support operational excellence through collaboration with customers and teams.
• Drive continuous improvement and participate in process initiatives.

Skills

Strong organisational skills

Excellent communication

Customer-focused

MS Office proficiency

CRM familiarity

Tools

CRM

ERP

Job description

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.

What you’ll be doing:

As a Service Coordinator / Advisor at Hastings Deering, you will:

• 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:

A successful teammate will have experience in:

• 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.

Hastings Deering follows a Pre-Employment Process for all successful applicants, which includes two employment references, a National Police Check and a medical assessment. These checks are essential to your application, and your Talent Acquisition Partner will support you through the process.