Service Coordinator

Certex Lifting; Rutherford; On-site; AUD 70,000 - 90,000; Full time

Job summary

Certex Lifting is seeking an experienced Service Coordinator / Scheduler to support multiple NSW branches. You will coordinate technicians, liaise with customers, Sales and Operations, and drive timely technical support and planned maintenance.

The role involves proactive customer contact, quoting for parts and services, and ensuring service records and inductions are up to date. You will occasionally assist in warehouse tasks and walk-in customer assistance when needed.

Qualifications

• Proven ability to communicate clearly and negotiate with customers and teams.
• Experience coordinating services for business customers in heavy industry.

Responsibilities

• Coordinate on-site job schedules of technicians across NSW.
• Liaise with customers to determine needs, provide estimates, and organize jobs.
• Provide site operations support and ensure technicians have resources.
• Arrange site access, inductions and training.
• Maintain records of inductions, skills and qualifications.
• Review service reports and prepare quotes for equipment and services.
• Assist customer service and sometimes back up warehouse tasks.

Skills

Communication

Negotiation

Customer service

MS Office

ERP (Business Central)

Tools

SharePoint

Teams

Business Central ERP

Job description

Certex Lifting supplies lifting equipment, steel wire rope, height safety, and other lifting solutions, alongside connected services including testing, maintenance, assembly, and installation of lifting products for industrial applications in a wide range of industries.

We pride ourselves on being good to work with, and this translates to a friendly and open company culture.

Following the promotion of the current Service Coordinator into a management role, we are searching for an experienced service coordinator / scheduler to join the team.

The Role

The Service Coordinator provides support to multiple branches across the NSW region; coordinating servicetechnicians to access and attend client sites within the region and beyond. This role is the conduit between customers, Sales, andOperations andplays an integral part inmaintainingcustomer satisfactionbyensuringtheyreceivetimelytechnical support,and smoothlyplanned maintenanceworks. Thisrole includes proactive contact with customers, to instigate and provide estimates for repeat maintenance work, and post-service sales activitiesincludingquotingparts and additional servicesfor requirementsidentifiedbytechnicians on-site.

A snapshot of the role includes:

• Coordinate on-site job schedules of technicians across the NSW region.
• Proactively liaise with customers to determine their needs, provide estimates, obtain purchase orders, and organise jobs within service standards.
• Provide operational support for technicians on site, and ensure they have the resources and equipment needed for each job.
• Arrange site access for technicians, including coordinating required medicals, inductions, and training.
• Ensure records of service team site inductions, skills, training, and qualifications are maintained.
• Review service reports and create quotes for equipment and service.
• General administrative work as required, such as ordering stationery and supplies.
• Assist customer service from time to time, including greeting walk-in customers, answering phones, raising sales orders, and taking payments.
• Occasional back up support for the warehouse, such as picking and packing, freight booking, and receipting of deliveries.

What we are looking for

This role includes significant coordination between parties, so proven ability to communicate clearly, negotiate effectively, and build rapport quickly is critical. Additionally, we are also looking for:

• Experience coordinating/scheduling services for business customers in a heavy industry such as construction or commercial trades, ideally with exposure to rigging, lifting, or height safety.
• Experience working in a digital environment utilising Microsoft Office (especially Outlook, SharePoint, and Teams), ERP systems (ideally Business Central), and other digital tools.
• Customer service experience, preferably in a heavy industrial business.
• Must be comfortable proactively calling customers and liaising with them.
• Good geographical understanding of NSW, particularly the Hunter region and North-east NSW.
• Able to occasionally lift up to 20kg, and willing to "get your hands dirty" from time to time.
• Willing to undergo a pre-employment medical, including drug and alcohol screening.
• You have the legal right to work in Australia on a full time, permanent basis.

Who we are looking for

You know how to make things happen – you are adaptable, able to find solutions, and can effectively coordinate between parties to ensure service delivery.

• You are happy to step in and help your team mates when needed.
• You have a high-level of client focus and support client-led solutions.
• You are patient, and not easily flustered by unexpected change or conflicting priorities.
• You can identify priorities and can act promptly to resolve issues.
• You have excellent organisational skills and keep clear records.
• You are far-sighted – understanding the impact of your actions on the future, and planning/acting to prevent future issues.
• You are good to work with – considerate, professional, and courteous towards customers and colleagues.
• You are adept at learning new information, grasping new concepts quickly, and applying learned knowledge effectively, including technical industrial knowledge, legislation, and standards.
• You are interested in learning, and willing to participate in training and development activities.

Why this is a good opportunity

As part of an integrated group with over 20 Australian sites across 7 strong brands, we are one of Australia's largest providers of lifting equipment solutions, with a far-sighted focus on sustainable growth.

We are committed to providing opportunities for development to ensure you have the confidence and knowhow to provide superior customer outcomes and want to be a long-term part of the team.

We prioritise promotion from within, and encourage cross-function skills development, so you can progress your career within the company or the wider group, in the direction most suited to your skills and personal goals.