Service Coordinator - Security

Advent Security; The Hills Shire Council; On-site; AUD 65,000 - 90,000; Full time

Job summary

Advent Security in NSW is seeking a Service Coordinator to own incoming service requests from initial contact through to completion. You will log, schedule and action works within agreed customer response times and KPIs, using simPRO to coordinate technician workflows and monitor activity.

This role blends service coordination, scheduling, administration and account support, perfect for someone who takes ownership, solves problems and keeps a busy service operation organized.

Qualifications

• Experience in service coordination, scheduling or dispatch.
• Background in electronic security, facilities management or similar technical service industry is helpful.
• Experience using simPRO or similar scheduling software.
• Excellent customer service and communication skills.

Responsibilities

• Receive, prioritise and coordinate service requests.
• Monitor Service and Electronic Security email accounts and respond promptly to customer enquiries.
• Create, manage and maintain service jobs within simPRO.
• Schedule and dispatch technicians and approved subcontractors.
• Maintain daily communication with technicians, subcontractors and internal teams to manage workloads and priorities.
• Ensure customer requests are actioned within agreed response times and contractual KPIs.
• Provide customers with timely updates regarding their service requirements.
• Review and approve completed work orders.
• Review Control Room reports, create service works where required and follow up recurring events.
• Liaise with Account Managers regarding customer issues, service requirements and opportunities.

Skills

Service coordination

Scheduling

Customer service

Communication

Attention to detail

Security confidentiality

simPRO

Tools

simPRO

Job description

As Service Coordinator, you will take ownership of incoming service requests from initial contact through to completion. You will ensure works are accurately logged, scheduled and actioned within agreed customer response times and service KPIs. Using simPRO, you'll coordinate technician workflows, monitor service activity, review completed work orders and help continuously improve the efficiency of our Service Department. This role combines service coordination, scheduling, customer service, administration and account support and would suit someone who enjoys taking ownership, solving problems and keeping a busy service operation organised.

Key responsibilities

• Receive, prioritise and coordinate customer service and maintenance requests.
• Monitor Service and Electronic Security email accounts and respond promptly to customer enquiries.
• Create, manage and maintain service jobs within simPRO.
• Schedule and dispatch technicians and approved subcontractors.
• Maintain daily communication with technicians, subcontractors and internal teams to manage workloads and priorities.
• Ensure customer requests are actioned within agreed response times and contractual KPIs.
• Provide customers with timely updates regarding their service requirements.
• Review and approve completed work orders.
• Review Control Room reports, create service works where required and follow up recurring events.
• Liaise with Account Managers regarding customer issues, service requirements and opportunities.

About you

• Previous experience in service coordination, scheduling, dispatch or a similar operational role.
• Experience within electronic security, electrical, fire, HVAC, facilities management or another technical service industry will be highly regarded.
• Experience using simPRO or a comparable job management/service scheduling platform.
• Strong scheduling and workflow management skills.
• Excellent customer service and communication skills.
• Confidence communicating with technicians, subcontractors, customers and internal stakeholders.
• Strong attention to detail and administrative accuracy.
• The ability to prioritise urgent requests while maintaining control of day-to-day workflows.
• A practical, solutions-focused approach to resolving customer and operational issues.
• An understanding of the importance of confidentiality and security when handling customer and security-system information.

About us

At Advent Security, service excellence is central to how we operate. You'll be joining an established security business where the Service Coordinator plays an important role in the experience we deliver to our customers and the effectiveness of our technical teams.