Service Manager

Recruit Shop; Melbourne; On-site; AUD 90,000 - 95,000; Full time

Benefits offered by this job

Team lunches

Training provided

Career growth

Monday–Friday hours

Collaborative culture

Job summary

Recruit Shop Pty Ltd in Melbourne, VIC, is seeking a senior desk-based Field Service Coordinator to manage a team of mobile technicians delivering repair, maintenance and warranty work on industrial hoists. You will oversee scheduling, dispatch and customer communication, ensuring the right technician is allocated to each job while maintaining WHS and compliance.

This office-based role emphasises strong administration, problem-solving and stakeholder management.

Qualifications

• Strong admin background in coordination, dispatch or scheduling in technical, trade or industrial settings.
• Experience coordinating field technicians or a mobile workforce is highly desirable.
• Excellent problem-solving and multitasking abilities under pressure.
• Confidently manage phone and computer-based work with strong attention to detail.
• Familiarity with field service management software, job management systems, CRM and scheduling tools.
• Knowledge of hoists or lifting equipment is a bonus.

Responsibilities

• Coordinate daily field service operations, including technician dispatch, job scheduling and work allocation across customer sites.
• Adjust to changes in schedules with practical solutions.
• Serve as the central contact between technicians, customers and office team by phone and email.
• Oversee warranty claims process and liaise with suppliers and manufacturers.
• Prepare service quotes and support service revenue growth through maintenance agreements and upgrades.
• Report on team KPIs, job completion rates, warranty metrics and customer feedback.
• Maintain WHS documentation and compliance for field-based work.

Skills

Administration

Field service coordination

Dispatch scheduling

CRM familiarity

Customer service

Problem solving

Tools

Field service software

Job management systems

Scheduling tools

Job description

EARN $90,000 to $95,000 pa + Super | Negotiable Based On Experience

Join A Leading International Hoist Manufacturer Based In Truganina, VIC

Utilise Your Field Service Coordination and Technical Administration Experience | Keep a Team of Field Technicians Moving

About The Company

Our client is a renowned international hoist manufacturing and distribution company with a history spanning nearly 30 years. Committed to delivering high-quality products that meet stringent Australian standards, they offer a diverse product range backed by exceptional customer service. With a strong customer-first mindset, they continually optimise service delivery while fostering a collaborative and supportive team culture.

About The Opportunity

This is an office-based field service management role, best described as a senior technical administrator. You will be the person in the chair coordinating jobs for a team of mobile technicians who carry out repair, maintenance and warranty work on industrial lifting equipment at customer sites. Working full time across the computer and phones, you will juggle schedules, solve problems as they arise and make sure the right technician gets to the right job at the right time.

Please note, this is a desk-based coordination role rather than a hands‑on servicing position. Strong administration, scheduling and customer service skills are what matter most here.

Reporting directly to the Operations Manager, some of your responsibilities will include:

• Coordinating daily field service operations, including technician dispatch, job scheduling, prioritisation and work allocation across customer sites
• Juggling changing schedules and priorities, using sound judgement to find practical solutions when plans change
• Acting as the central point of contact between technicians, customers and the office team, by phone and email
• Overseeing the warranty claims process and liaising with suppliers and manufacturersPreparing service quotes and supporting service revenue growth through maintenance agreements, upgrades and additional services
• Reporting on team KPIs, job completion rates, warranty metrics and customer feedback
• Supporting and guiding the field service and customer service team to keep work flowing smoothly
• Maintaining WHS documentation and compliance for field-based work, including safety briefings and compliance checks
• Acting as the escalation point for complex customer issues and building strong relationships with key customers

About You

The successful candidate will have:

• A strong background in administration, service coordination, dispatch or scheduling, ideally in a technical, trade or industrial environment
• Proven experience coordinating field technicians or a mobile workforce (highly desirable)
• Excellent problem-solving and critical thinking skills, with the ability to juggle competing priorities and find solutions under pressure
• Confidence working full time across the phone and computer, with strong attention to detail
• Experience with field service management software, job management systems, CRM and scheduling tools
• Some knowledge of hoists, lifting equipment or a workshop environment (a real bonus, but not essential)
• Excellent organisational, communication and customer service skills, with the ability to manage difficult situations professionally

What’s in it for You?

• Join a Supportive, Close‑Knit Team That Values Collaboration
• Stable Monday to Friday Hours With No Weekend Work Required
• Competitive Salary of $90,000 to $95,000 pa + Super | Negotiable
• Full Training and Support to Set You Up for Success From Day One
• Grow Your Career in a Stable, Expanding Business That Invests in Its People
• Regular Team Lunches and Events to Celebrate Wins and Build Camaraderie
• Step Into a Key Role at the Centre of a Busy Field Service Operation