SERVICE COORDINATOR

Ingersoll Rand Compressor Systems & Services; Newcastle-Maitland; On-site; AUD 70,000 - 95,000; Full time

Job summary

In Newcastle, Ingersoll Rand Compressor Systems & Services is seeking a Service Coordinator to manage and coordinate service delivery for customers. You will work with service technicians and customers to develop and implement service plans, monitor progress and ensure high-quality outcomes.

The role requires strong organisational and communication skills, the ability to prioritise, and experience with scheduling software and MS Office.

Qualifications

• Experience coordinating field service or maintenance teams.
• Strong planning and time management abilities.
• Excellent client-facing communication and problem solving.

Responsibilities

• Coordinate and schedule service technicians for maintenance, installations and repairs.
• Optimise scheduling to maximise technician time and resources.
• Manage site entry, mobilisation and safety requirements.
• Monitor availability and adjust plans for urgent requests.
• Assess customer needs and tailor service plans.
• Ensure costs are captured on work orders and invoiced.
• Generate service invoices in line with guidelines.
• Maintain and update service databases and records.
• Document customer interactions and service delivery details.
• Prepare reports on service utilisation and outcomes.
• Contribute to improving service coordination processes.
• Perform other duties as directed by supervisor.

Skills

Scheduling software

MS Office

Communication skills

Team collaboration

Job description

Job Objective

The Service Coordinator is responsible for managing and coordinating services to ensure effective and efficient service delivery to customers. This role involves working closely with service technicians, customers, and other stakeholders to develop and implement service plans, monitor progress, and ensure high quality service delivery.

Position Title

Service Coordinator

Department

Service

Location

Newcastle

Reports To

Service Manager

Direct Reports

N/A

Written By

General Manager, Aftermarket

Date

28 May 2024

Job Objective

The Service Coordinator is responsible for managing and coordinating services to ensure effective and efficient service delivery to customers. This role involves working closely with service technicians, customers, and other stakeholders to develop and implement service plans, monitor progress, and ensure high quality service delivery.

Duties And Responsibilities

• Coordinate and schedule service technicians for routine maintenance, installations, and emergency repairs.
• Optimise scheduling to ensure efficient use of service technician time and resources.
• Facilitate all site entry and mobilisation requirements.
• Monitor service technician availability and adjust schedules to accommodate urgent requests and changes.
• Assess the service needs of customers and recommend appropriate service plans tailored to their needs.
• Ensure all costs are applied to service work orders in a timely manner.
• Generate invoices post-service, in line with company guidelines.
• Maintain and update relevant databases.
• Maintain accurate and up to date records of customer interactions and service delivery.
• Prepare reports on service utilisation, customer outcomes and effectiveness.
• Assist in developing and improving service coordination processes and procedures.
• In addition to the duties outlined above, you are also required to perform such other duties as may be directed by your supervisor or management provided these are within your competency or training.

Relationships

Internal

• Communicate effectively with service technicians to coordinate quick and efficient service delivery.
• Foster positive working relationships with service technicians, ensuring clear communication and support.
• Collaborate with other departments, such as sales and parts, to ensure seamless service delivery.

External

• Communicate effectively with customers to coordinate quick and efficient service delivery.
• Develop and maintain external relationships.
• Perform regular follow-ups to ensure ongoing customer satisfaction.

Qualifications, Experience, Knowledge, Skills, And Abilities

• Excellent organisational and time management skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively within a team and with external parties.
• Analytical Thinking
• Problem-solving skills and attention to detail.
• Ability to handle high-pressure situations and urgent requests with composure.
• Proficiency in scheduling software and MS Office Suite.

Key Result Areas (linked To Performance Review)

• Adaptability
• Communicating
• Customer Focus
• Drive for Results
• Relationship Building

Licenses

Professional Associations

• ‘C’ class driver’s license

Authority

As per DOA