Service Coordinator

CAPS Australia; Newcastle-Maitland; On-site; AUD 65,000 - 90,000; Full time

Job summary

CAPS Australia is seeking a Service Coordinator to manage and coordinate services for customers, working with service technicians, customers and stakeholders to develop and implement service plans and monitor progress.

The role focuses on efficient scheduling, site entry coordination, data maintenance, invoicing alignment with guidelines, and reporting on service utilization and outcomes to drive continuous improvement.

Qualifications

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

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 for urgent requests and changes.
• Assess customer service needs and recommend tailored service plans.
• Ensure costs are applied to service work orders promptly.
• Generate invoices post-service following company guidelines.
• Maintain and update relevant databases and records of customer interactions and service delivery.
• Prepare reports on service utilisation, outcomes and effectiveness.
• Assist in developing and improving service coordination processes and procedures.

Skills

Organisational skills

Time management

Communication skills

Interpersonal skills

Team collaboration

Analytical thinking

Problem-solving

Attention to detail

Pressure management

Scheduling software

MS Office

Tools

Scheduling software

MS Office Suite

Job description

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.