Service Scheduler: Dispatch & Customer Care Pro

dormakaba; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Discounted Health Insurance

Peer Recognition

Wellbeing program

WhereFit membership

Career growth

Team culture

Job summary

dormakaba’s Hallam office is seeking a proactive Service Scheduler to join our team. You will coordinate technicians, manage customer communications, and support service operations to deliver a seamless experience for customers and colleagues.

The role is full-time and office-based, Monday to Friday, 7:30 am–5:00 pm, with opportunities for growth within a global access-solutions provider. Strong organisation and communication are essential, along with attention to detail and the ability to

Qualifications

• Experience in administration or scheduling of a field-based workforce.
• Strong coordination and communication skills.
• Excellent time management and attention to detail.
• Ability to work under pressure with competing priorities.

Responsibilities

• Schedule and dispatch technicians efficiently to meet customer and business needs.
• Communicate with customers regarding appointments, ETAs, and service requirements.
• Prioritise urgent, safety-related, and non-compliant service jobs.
• Coordinate daily technician activities and follow up on job progress.
• Manage rescheduling and communicate changes to all stakeholders.
• Support after-hours and on-call service coordination.
• Collaborate with internal teams across Service, Sales, and Support.
• Handle administrative tasks and reporting as required.

Skills

Customer service

Scheduling

Communication

Administration

Time management

Tools

ServiceMax

Job description

We’re looking for proactive and highly organised Service Schedulers to join our Service team. In this key role, you’ll help drive operational efficiency by coordinating technician schedules, managing customer communications, and supporting service operations. Your efforts will ensure a seamless experience for both our internal teams and valued customers.

You will play a key role in ensuring technicians are scheduled effectively and have everything they need to access sites and complete work on time. This position involves close collaboration with customers, technicians, and Field Managers—requiring strong communication and coordination skills to deliver a seamless and high-quality service experience. This is a full-time office based role out of our Hallam office, Monday to Friday, span of hours 7.30 am 5.00 pm.

What you will do

Schedule and dispatch technicians efficiently to meet customer and business needs
Communicate with customers regarding appointments, ETAs, and service requirements
Prioritise urgent, safety-related, and non-compliant service jobs
Coordinate daily technician activities and follow up on job progress
Manage rescheduling and communicate changes to all stakeholders
Support after-hours and on-call service coordination
Collaborate with internal teams across Service, Sales, and Support
Handle administrative tasks and reporting as required
What we require

The ideal candidate will have experience working within administration or scheduling of a field-based workforce. You are looking for career longevity and possess the following skills:

Experience in a customer service or dispatch/scheduling environment
Strong administrative and coordination skills
Advanced computer literacy, ideally with service software (e.g., ServiceMax)
Excellent communication and customer etiquette
Ability to work under pressure and manage competing priorities
Strong attention to detail and time management skills
Comfortable working in a fast-paced, high-interaction team environment

What we prefer

Experience scheduling mobile/field-based staff
Ability to coordinate multiple technicians, jobs and locations
Strong diary and appointment management
Comfortable rescheduling jobs when priorities change
Ability to plan ahead and anticipate scheduling issues
Clear and professional communication with customers
Good phone manner and customer etiquette
Strong follow-up skills to ensure issues don't fall through the cracks
What we offer

Access to discounted Health Insurance
Peer to Peer Recognition via our ‘ABC' Nominations and awards
Wellbeing Committee focusing on Mental Health, Community Engagement, Diversity & Inclusion, Social & Amenities
WhereFit membership offering discounts on gyms, apparel and more
Join a global organisation with excellent career growth and development opportunities
Be part of a supportive, collaborative and team-focused culture
Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access solutions, we enable seamless movement in secure, safe, and sustainable spaces.

With over 16,000 employees worldwide, we are a global leader in access solutions across industries including healthcare, aviation, education, hospitality and more. We focus on innovation, collaboration, and creating real impact for our customers and communities.

At dormakaba, you’re encouraged to take initiative, grow your skills, and build your career alongside a global team shaping the future of access.

dormakaba is an equal opportunity employer that is committed to diversity and inclusion. We take affirmative action to ensure equal opportunity for all applicants without regard to age, race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .