Service Coordinator

eManaged; Mildura; On-site; AUD 65,000 - 90,000; Full time

Job summary

eManaged is seeking a Service Coordinator in Mildura, VIC. You will be the front-line contact for clients, logging and prioritising requests while coordinating with technicians and scheduling onsite visits.

You will also handle procurement, assist with project logistics and contribute to monthly billing. This coordination role does not require hands-on technical IT work; the goal is to ensure requests reach the right person with the right priority and information, enabling smooth service

Qualifications

• Two years' experience in customer service, service coordination, dispatch, scheduling or a similar role.
• Excellent communication and organizational skills.
• Ability to follow established processes and improve where possible.
• Strong computer literacy and capability to learn new systems.

Responsibilities

• Be the first point of contact for clients via phone and email.
• Log, prioritise and track requests; coordinate with technicians and schedule onsite visits.
• Manage procurement tasks: quotes, orders, deliveries and returns.
• Support Professional Services with project logistics and client communication.
• Prepare information for monthly client billing and assist with administration.

Skills

Communication

Customer service

Organization

Attention to detail

IT literacy

Proactive

Teamwork

Education

Business administration

Tools

Autotask

Job description

Service Coordinator

Mildura, VIC | Full-time, Permanent | Service Delivery

Be the person who keeps our Service Desk moving

When one of our clients needs help, they want to know that someone has listened, understands what they need and has it under control.

As our Service Coordinator, that person is you.

You’ll be the first point of contact for clients contacting the eManaged Service Desk. You'll answer calls and emails, accurately log and prioritise requests, coordinate work with our technicians, schedule onsite visits and keep clients informed about what happens next.

This is a coordination role, not a technical IT support role. We’re not looking for someone to sit on the phone fixing computers. Our technicians handle the technical troubleshooting. Your role is to make sure every request gets to the right person, at the right priority, with the right information, and that nothing falls through the cracks.

The position also has plenty of variety, with responsibility for procurement, project coordination support and preparing information for monthly client billing.

What you'll be doing

No two days will be exactly the same, but your responsibilities will include:

Client service & coordination

• Being the first point of contact for clients calling or emailing our Service Desk.
• Listening to what the client needs and accurately logging their request.
• Applying the appropriate priority and making sure urgent issues are quickly escalated.
• Setting clear expectations with clients about who will assist them and when.
• Keeping clients informed as their request progresses.

Scheduling & dispatch

• Assigning work to the appropriate technician based on skills, location, priority and workload.
• Managing the dispatch calendar and scheduling onsite client visits across our service regions.
• Monitoring open requests and following up to help ensure nothing gets forgotten.
• Keeping our Service Desk information accurate and up to date.

Procurement

• Obtaining supplier quotes and raising purchase orders.
• Ordering client hardware, software and internal stock.
• Tracking deliveries and following up outstanding orders.
• Receiving goods and reconciling deliveries against orders.
• Coordinating returns or damaged goods and escalating supplier delays.
• Making sure client purchases are correctly allocated for billing.

Project coordination

You’ll also support our Professional Services team with the logistical side of client projects. This can include ordering equipment, scheduling onsite work, updating clients and keeping project information current. Technical project leadership remains with the relevant engineer, so again, you don’t need to be the technical expert.

Billing & administration

• Preparing service and procurement information for our end-of-month billing process.
• Checking that time, purchases and billable work have been captured correctly.
• Assisting with new client agreements, subscriptions and contact changes.
• Providing backup support for the monthly billing process when required.
• Maintaining supplier and administrative information.
• Looking for ways we can make our service and administrative processes even better.

About you

This role will suit someone who gets satisfaction from bringing order to a busy environment.

You're the sort of person who notices when something hasn't been followed up. You keep good notes, don't like loose ends, and aren't afraid to pick up the phone and get an answer. You're able to remain professional when things get busy and can confidently communicate with customers, suppliers and colleagues.

You’ll ideally have at least two years' experience in customer service, service coordination, dispatch, scheduling, administration or a similar role.

You'll also bring:

• Great communication and customer service skills.
• Excellent organisation and attention to detail.
• Confidence handling a busy telephone and coordinating competing priorities.
• Strong computer literacy and the ability to learn new systems.
• A proactive approach to following things through to completion.
• The ability to work within established processes while also suggesting improvements.
• A positive, team-focused attitude.

Procurement experience and exposure to an IT or managed services environment would be advantageous, but aren't essential.

Autotask experience would be highly regarded but isn't required. If you're comfortable with technology and learn new systems quickly, we'll provide training in the way we use our systems and processes.

A National Criminal History Check is a requirement of the role, and qualifications in business administration or similar are valued but aren't mandatory.

Why join eManaged?

eManaged has been part of the region's business community since 1965, evolving from Mildura Office Equipment and Supplies into a managed technology business providing IT, cyber security and related services to organisations across Western Victoria and the Riverland.

You'll be joining an established business and a supportive Service Delivery team, with training in our systems and processes and the opportunity to build a career in IT service delivery without needing to start out as a technician.

Our culture is built around integrity, transparency and mutual respect, and we value people who want to help us continually improve the experience we provide to clients.

Interested?

If you're great with people, highly organised and love making sure things get done, we'd love to hear from you.