Service Advisor

Hastings Deering (Australia) Ltd; Mount Isa City; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive salary & security

Training & career development

Flexibility & work-life balance

Stable & long-term career

Innovation & improvement

Health & wellbeing support

Salary continuance insurance

Area allowance for Mount Isa

Job summary

Hastings Deering (Australia) Ltd in Mount Isa is seeking an experienced Service Advisor to coordinate service operations and provide exceptional customer support. This permanent, Monday to Friday role links customers, technicians, and workshop teams to deliver efficient service from start to finish.

The position offers job stability, career development, and the opportunity to work with a global Caterpillar dealer servicing mining, construction and heavy equipment industries.

Qualifications

• Customer service experience in a Service Advisor, Service Coordinator, or customer-focused admin role.
• Trade qualification – Cert III Engineering (Diesel Fitters preferred or Mechanical trades).
• Strong communication skills for engaging with customers and stakeholders.
• Ability to balance multiple tasks and deadlines in a fast-paced environment.

Responsibilities

• Build trusted relationships with customers and internal stakeholders.
• Coordinate service requirements and ensure timely invoicing and accuracy.
• Deliver clear, professional communication with customers and vendors.
• Manage assets, records, and WIP to close out completed jobs promptly.
• Support service operations with quotations, scheduling, and cost controls.
• Collaborate across teams to resolve issues and meet customer expectations.

Skills

Customer service

Communication

Prioritisation

Attention to detail

Service operations

Industry knowledge

Thrives under pressure

Education

Cert III Engineering

Job description

Company

Company : Hastings Deering (Australia) Ltd Join Hastings Deering in Mount Isa as a Service Advisor. Coordinate service operations and deliver exceptional customer support. Kickstart your career or take the next step with Hastings Deering – where our people build something BIGGER. We’re seeking an experienced and customer-focused Service Advisor to join our Mount Isa team. In this fast-paced role, you'll be the vital link between customers, technicians, and workshop operations, ensuring service jobs are coordinated efficiently and customers receive an exceptional experience from start to finish. This is a permanent, Monday to Friday opportunity offering job stability, career development, and the chance to work with a global Caterpillar dealer supporting the mining, construction, and heavy equipment industries.

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.
• Flexibility & Work-Life Balance – We prioritize your well-being with flexible working hours ensuring you can maintain a healthy balance between your personal and professional life.
• 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.
• Insurance Benefits – Salary continuance insurance.
• Additional area allowance for residents – Receive a 24.5% area allowance on top of your hourly rate when residing in Mount Isa.

What you’ll be doing:

• Build trusted relationships – act as the key operational contact for customers, maintaining strong partnerships with both customers and internal stakeholders.
• Ensure accurate invoicing – verify all parts, labour, miscellaneous charges, and work descriptions are complete to support invoice accuracy and timely payment.
• Deliver exceptional communication – maintain a consistently high standard of verbal and written communication with customers, vendors, and internal teams.
• Coordinate customer requirements – capture, communicate, and monitor customer needs, ensuring expectations are met through proactive follow‑up and attention to detail.
• Support business performance – implement service strategies and action plans to help achieve monthly financial, revenue, and operational targets.
• Manage quality and accountability – follow company procedures relating to rework, write‑offs, and goodwill claims, identifying root causes and corrective actions.
• Prioritise operational demands – effectively manage urgent requests, competing priorities, and tight deadlines to achieve optimal outcomes.
• Collaborate across teams – liaise with internal departments and external suppliers to resolve customer enquiries, issues, and service requirements efficiently.
• Maintain asset records – accurately manage asset movements and customer information within Asset Tracker systems.
• Monitor work in progress – review and manage WIP to ensure completed jobs are closed, invoiced promptly, and aged items resolved.
• Utilise business systems – maintain financial transactions, job records, and reporting through Microsoft AX with a high level of accuracy.
• Represent the business professionally – participate in customer and internal meetings while fostering positive working relationships.
• Manage customer contracts – interpret and administer contractual requirements, ensuring all work is invoiced in line with agreed obligations.
• Coordinate external repairs – manage outside purchase orders and vendor activities in accordance with Caterpillar and company procedures.
• Maintain customer records – ensure all interactions and service activities are accurately recorded within Sales Link and related systems.
• Support accounts management – monitor customer credit ledgers and assist with resolving aged outstanding invoices.
• Escalate commercial risks – identify and promptly elevate customer disputes, commercial concerns, and business risks where required.
• Assist with estimates and quotations – support the preparation of accurate repair estimates and quotations to meet customer and operational requirements.

What you’ll need:

• Customer service experience – bring proven experience in a Service Advisor, Service Coordinator, or customer‑focused administrative role.
• Trade Qualification – Cert III Engineering (Diesel Fitters – preferred or Mechanical trades).
• Strong communication skills – confidently engage with customers and stakeholders while delivering exceptional service.
• Manage competing priorities – effectively balance multiple tasks and deadlines in a fast‑paced environment.
• Demonstrate attention to detail – maintain a high level of accuracy while managing documentation, administration, and service processes.
• Support service operations – utilise experience in quotations, invoicing, and scheduling to ensure efficient workflow management.
• Industry knowledge – bring experience from the mechanical, mining, construction, or heavy equipment sectors, which will be highly regarded.
• Industry knowledge – proven experience in frontline service within heavy mining and construction industries.
• Thrives under pressure – able to perform in a fast‑paced environment and consistently deliver on expectations.

Pre-Employment Process

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.