Service Coordinator

Westside Service; Adelaide; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Superannuation

Career development

Simpro training

Team environment

Job summary

Westside Service seeks a Service Coordinator to plan and monitor monthly field workloads across maintenance, reactive and quoted works. You will guide a team, rebalance schedules when priorities shift, and keep clients informed with regular updates.

You will have 2+ years in coordination or customer service, strong communication, and solid Excel/Simpro skills. A degree is preferred, and right to work in Australia is required.

Qualifications

• 2+ years in coordination, customer service or a related field.
• Confident, professional phone manner with clients.
• Strong organisation and time management, with the ability to juggle reactive callouts against planned maintenance and quoted works.
• Excellent verbal and written communication.
• Problem-solving skills and the ability to handle conflict.
• Initiative, and good judgement about when to escape.
• Basic familiarity with Simpro.
• Working knowledge of Microsoft Office, particularly Excel for workload tracking.
• High attention to detail and a quick learner.

Responsibilities

• Planning & workload tracking: Plan the monthly field team workload across maintenance, reactive and quoted works, and look ahead to upcoming monthly and quarterly works.
• Track progress through the month and ensure all work is completed by month-end.
• Team coordination: Work closely with field technicians, who manage much of their own scheduling. Step in to rebalance workload, resolve clashes and keep jobs moving.
• Client communication: Be the main point of contact for clients, with regular phone contact to confirm access, provide updates, answer enquiries and resolve concerns.
• Problem resolution: Resolve service delivery issues and customer concerns, escalating complex matters to senior management when needed.
• Quality & client KPIs: Monitor service quality and customer satisfaction, and make sure client KPIs are met.
• Documentation & reporting: Keep accurate records of service requests, schedules and completed work, and produce reports that track performance and highlight areas for improvement.
• Compliance: Ensure the field team maintains current licences and inductions, and that work meets company policies, safety standards and regulations.

Skills

Coordination

Customer service

Phone communication

Time management

Problem solving

Microsoft Office

Education

Year 12 SACE or equivalent

Bachelor's degree preferred

Tools

Simpro

Microsoft Excel

Job description

About the role

As our Service Coordinator, you keep the big picture of our service workload on track. You'll plan the monthly field workload across maintenance, reactive and quoted works, monitor progress through the month, and make sure everything is completed by month-end.

Our technicians largely book their own work, so this isn't a role about filling diaries days in advance. You'll guide and support the team, spot gaps early, rebalance workload when priorities shift, and keep clients informed along the way.

Hours and location:

Monday to Friday, 8:00am to 4:30pm, in our newly fitted out office building in Royal Park.

Key responsibilities

Planning & workload tracking: Plan the monthly field team workload across maintenance, reactive and quoted works, and look ahead to upcoming monthly and quarterly works. Track progress through the month and ensure all work is completed by month-end.

Team coordination: Work closely with field technicians, who manage much of their own scheduling. Step in to rebalance workload, resolve clashes and keep jobs moving.

Client communication: Be the main point of contact for clients, with regular phone contact to confirm access, provide updates, answer enquiries and resolve concerns.

Problem resolution: Resolve service delivery issues and customer concerns, escalating complex matters to senior management when needed.

Quality & client KPIs: Monitor service quality and customer satisfaction, and make sure client KPIs are met.

Documentation & reporting: Keep accurate records of service requests, schedules and completed work, and produce reports that track performance and highlight areas for improvement.

Compliance: Ensure the field team maintains current licences and inductions, and that work meets company policies, safety standards and regulations.

About you

You see how the whole month fits together and adjust the plan early rather than late. You stay calm when priorities change, welcome new ways of working and enjoy learning. You're comfortable picking up the phone to clients and field team daily.

2+ years in coordination, customer service or a related field

Confident, professional phone manner with clients

Strong organisation and time management, with the ability to juggle reactive callouts against planned maintenance and quoted works

Excellent verbal and written communication

Problem-solving skills and the ability to handle conflict

Initiative, and good judgement about when to escape

Basic familiarity with Simpro

Working knowledge of Microsoft Office, particularly Excel for workload tracking

High attention to detail and a quick learner

Year 12 SACE or equivalent (Bachelor's degree preferred)

Applicants must have the right to work in Australia.

Experience in a service or HVAC environment

Basic understanding of commercial air-conditioning services

What makes you a great fit

Big-picture thinker: Sees the month as a whole and plans ahead.

Adaptable: Thrives when demands and priorities change.

Open to learning: Keen to pick up new systems, processes and technical knowledge.

Customer-focused: Understands what clients need and follows through.

Team player: Supports technicians and contributes to a positive team culture.

What we offer

• Great work environment with a supportive team
• Newly fitted out office building, with your workspace close to the team
• Competitive salary plus superannuation
• Training and professional development, including Simpro
• Opportunities to grow your career within a stable, established business