Service Coordinator - Maternity leave cover

ParagonCare; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

ParagonCare is hiring a Service Coordinator for a 12‑month maternity cover role at our Mt Waverley office. The role supports the existing service team by logging calls, dispatching engineers, and maintaining scheduling tools to ensure timely service delivery.

You will prepare customer quotations, manage service documentation, and generate monthly reports for engineers and customers, ensuring adherence to company processes.

Qualifications

• Respond to customer service calls in a timely manner.
• Proficient with Microsoft Office and general computer literacy.
• Experience in administration and database management.
• Experience planning and scheduling field service engineers.

Responsibilities

• Respond to all customer service calls by phone or web.
• Log calls in the service system and dispatch engineers.
• Monitor service dashboards for open cases and escalate as needed.
• Maintain the Netsuite service scheduler daily.
• Prepare quotations and convert to sales orders for invoicing.
• Create monthly service reports and communicate timelines to customers.
• Assist with calibration of test equipment and purchase orders.

Skills

Communication

Computer literacy

Microsoft Office

Administration

Planning & scheduling

Data entry

Tools

Netsuite

Job description

ParagonCare is recognised as a leading provider of equipment, devices and consumables to the healthcare markets across Australia, New Zealand and Asia. We provide advanced technology services and solutions including equipment repair and maintenance for acute and ancillary care environments. ParagonCare is also dedicated to deliver diagnostic confidence through its sovereign manufacture of Blood Bank diagnostic reagents, operating from our new purpose built, state of the art facility. Through our agility, experience and innovation we enable healthcare providers with solutions that achieve optimal patient care.

About the Role

This is a 12‑month contract role to provide maternity leave cover, based at our Mt Waverley office. The Service Coordinator will bring experience, knowledge, and enthusiasm to support our existing service team, contributing to the effective delivery of service operations through the following key accountabilities.

Responsibilities

• Respond to all customer service calls either by phone or web based in a timely manner.
• Confirm customer contract entitlement and log calls in the service system despatching the next available trained engineer for that system/product.
• Monitor service dashboards for any open cases not responded to.
• Escalate service resource or response issue to service management.
• Maintain the Netsuite service scheduler daily to display engineer availability.
• Communicate response time changes or ETAs to customers.
• Support all scheduled and non-scheduled work to ensure efficient utilisation of labour, equipment and resources to effectively deliver the service required by Paragon Care and customers.
• Support all service personnel administration for all divisions providing timely and accurate quotations, while addressing purchase requests, invoicing in line with company processes.
• Accept service inquiry calls from customers/ internal Paragon requests and despatch the suitable technical support staff with expected timeframes.
• Data entry - Service jobs into service platform, service reports, and maintenance schedules.
• Prepare customer quotations for billable work and convert completed quotations to sales orders for invoicing.
• Send regular monthly reports to service engineers on preventative maintenance progress for their territory.
• When requested provide compliance letters to customers for their accreditation requirements.
• Shipping and tracking of loan equipment, repairs and spare parts.
• Create Purchase Orders for Service Spare Parts.
• Organising calibration of test equipment as required.

Required Skills

• Answering Phones: Responsible for answering the phone courteously, greeting callers, establishing reason for calling, and directing the call as appropriate.
• Applicants must be highly computer literate.
• Proficient in Microsoft Office
• Sound administration and database management experience
• Previous experience in similar role with demonstrated experience in planning and scheduling of field service engineers.
• Ability to react to urgent requests, plan, organise and monitor the service delivery to customers through our field service engineers.

Preferred Skills

• High level of enthusiasm, motivation and a preparedness to go the extra mile.
• General knowledge of medical equipment would be desirable.
• Technical knowledge to assist with remote troubleshooting.

Equal Opportunity Statement

We are an equal opportunity employer committed to diversity and inclusion. We welcome applications from all backgrounds and make employment decisions based on merit, without discrimination in accordance with Australian law.