Service Operations Manager - Field Team, Systems & AI

Adelaide Pool Patrol; Adelaide; On-site; AUD 90,000 - 100,000; Full time

Benefits offered by this job

Permanent full-time position

Central role in growing business

AI-supported reporting tools

Job summary

Adelaide Pool Patrol is seeking a Service Operations Coordinator to support growth by coordinating approximately 11 field technicians, managing daily schedules, recurring bookings and ensuring capacity to welcome new customers while preserving reliable service.

You will work closely with the leadership team, use AI-supported reporting and ServiceM8 to track jobs, boost efficiency and keep customers informed. This permanent full-time role offers a central position in a growing Adelaide operation.

Qualifications

• Experience coordinating field-service or mobile workforce.
• Strong scheduling skills including location, travel, duration and worker capability.

Responsibilities

• Review daily exception list and clear unattended quotes, unscheduled work, overdue follow-ups and unbooked return visits.
• Coordinate daily schedules of approximately 11 field technicians; support team growth.
• Group work into efficient geographic runs around Adelaide; maintain 800 recurring bookings.
• Place new regular customers into right geographic runs without overloading service days.
• Monitor capacity to inform recruitment decisions and keep customers satisfied.
• Assist new technicians to become productive and integrated into service runs.
• Manage seasonal scheduling changes and ensure timely return visits.
• Respond to absences and reorganise work as needed.
• Protect commitments for commercial-service days, including weekends.

Skills

Scheduling

Coordination

Communication

Tools

ServiceM8

AI reporting tools

Job description

Service Operations Coordinator – AI-Supported Field Service

Adelaide Pool Patrol has looked after Adelaide’s pools since 1996. We service around 800 regular maintenance customers, together with commercial sites including schools, retirement villages, hotels and aquatic facilities.

We are entering our next stage of growth. We want to add more regular customers, expand our commercial portfolio and recruit additional technicians without compromising service quality.

We are looking for an organised and capable Service Operations Coordinator to help make that growth possible.

This is an important operational role working closely with APP’s leadership team. You will coordinate technician schedules, recurring work, return visits, customer commitments and available capacity so new customers can be added confidently, technicians have productive days and existing customers continue receiving reliable service.

What you will be responsible for

Reviewing and clearing the daily exception list, including unattended quotes, unscheduled work, overdue follow-ups and unbooked return visits

Coordinating the daily schedules of approximately 11 field technicians, with the team expected to grow

Grouping work into efficient geographic runs across metropolitan Adelaide and the Adelaide Hills

Maintaining approximately 800 recurring service bookings across weekly to eight-weekly cycles

Placing new regular customers into the right geographic runs without overloading service days

Monitoring capacity so management knows when additional technicians should be recruited

Helping new technicians become productive and integrated into established service runs

Managing seasonal scheduling changes, including summer servicing requirements

Booking return visits promptly with a date, duration and responsible technician

Responding to technician absences and reorganising work when required

Protecting daily, twice-daily and weekend commercial-service commitments

Matching work to technician experience and capability

Keeping customer, job and scheduling information accurate in ServiceM8

Supporting continued growth without allowing service standards to slip

An AI-supported workplace

AI, automation and ServiceM8 are becoming an important part of how Adelaide Pool Patrol operates and grows.

The daily exception list, operational reports, capacity information and service-performance data will increasingly be prepared automatically. This allows the Service Operations Coordinator to spend less time assembling information and more time making decisions, solving problems, supporting technicians and creating room for new customers.

You will not be expected to build software or write code. You will be expected to use AI-supported reports and automated systems as part of your normal working day, check that the information makes operational sense and identify anything that needs correcting or improving.

The operation remains human-led. AI supplies information and identifies exceptions. You use practical judgement and make sure the right action follows.

What we are looking for

Experience coordinating a field-service, trade, maintenance, facilities or mobile workforce

Strong scheduling skills involving locations, travel, job duration, customer access and worker capability

Confidence using job-management software such as ServiceM8, simPRO, AroFlo, Fergus or a similar system

An understanding of capacity planning and how to support operational growth

A practical and calm approach when schedules change or problems arise

Clear communication with technicians, customers and management

Strong attention to detail and accurate record-keeping

Genuine willingness to use AI tools, automation and operational reporting

Current Australian driver’s licence and reliable personal transport

Pool-industry experience is helpful but not essential. Strong field-service coordination and scheduling judgement are more important.

This role will not suit someone who relies on memory, maintains separate private systems or resists using shared technology and automated reporting.

What we offer

$90,000 to $100,000 plus superannuation

A permanent full-time position with an established Adelaide business

A central role in growing our regular customer base and field-service team

A genuine opportunity to improve how a growing service operation works

Modern systems and AI-supported reporting to reduce repetitive administration

Direct access to the leadership team

An important role supporting approximately 800 regular customers and a growing commercial portfolio

Please note that a company vehicle is not included with this position.

We are looking for someone who can bring structure, follow-through and good judgement to a growing field-service operation.