Service Support Administration Co-ordinator

EQUANS; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

EQUANS Mechanical & Fire Services in Melbourne, VIC is seeking a Service Support Coordinator to provide essential administrative and operational support to our mechanical and fire services team. You will oversee invoicing, reporting, compliance activities, and customer communications to keep day-to-day service delivery running smoothly.

The role suits someone who thrives in a fast-paced environment, enjoys problem solving, and excels at building relationships while delivering outstanding

Qualifications

• Proven experience in a fast-paced administration, service coordination or customer support role.
• Exceptional organisational and time management skills.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Intermediate to advanced Microsoft Office skills.
• Strong customer service focus with a professional phone manner.
• Self-motivated, proactive and solutions-focused approach.

Responsibilities

• Professionally manage inbound calls and customer enquiries.
• Act as the first point of contact for invoice-related queries and issue resolution.
• Deliver outstanding customer service to internal and external stakeholders.
• Assist with preparation of correspondence, reports, presentations, and business documents.
• Invoice preventive maintenance contracts and service calls.
• Review, vet and process repair work orders and contract invoices.
• Administer project invoicing, progress claims, and retentions.
• Process approved credits and support credit-related enquiries.
• Assist with subcontractor invoice processing and documentation management.
• Generate and distribute Aged WIP, Open Call and Backlog reports.
• Monitor outstanding work and drive completion outcomes with service teams.
• Upload service reports, compliance documentation and invoices to customer portals.
• Support the preparation and distribution of operational and management reports.
• Coordinate annual compliance reporting including Yearly Condition Reports (YCR) and AFSS documentation.
• Compile and maintain service records and compliance documentation.
• Manage technician licences, inductions and associated records.
• Consolidate office timesheets for payroll processing.
• Manage fleet administration and ORIX updates.
• Order and maintain office supplies, PPE, uniforms, equipment and consumables.
• Support inventory and warehouse stock management.
• Maintain business records, contact lists, and general office systems.

Skills

MS Office

Excel

Administration

Service coordination

Customer support

Time management

Attention to detail

Communication skills

Education

Relevant tertiary qualifications

Tools

Pronto Xi

Job description

EQUANS Mechanical & Fire Services

Be the engine behind exceptional service delivery.

At EQUANS Mechanical & Fire Services, we keep critical buildings, facilities, and assets operating safely and efficiently. We're looking for an organised, customer-focused, and proactive Service Support Coordinator to become the backbone of our service operations team.

If you thrive in a fast-paced environment, love solving problems, enjoy building relationships, and take pride in keeping processes running smoothly, this is an opportunity to make a real impact within a global leader in technical services.

Why Join EQUANS?

At EQUANS, our people are at the heart of everything we do. You'll join a supportive and collaborative team where your contribution is highly valued, your development is encouraged, and your work directly contributes to delivering outstanding outcomes for our customers.

About the Role

As the Service Support Coordinator, you'll provide critical administrative and operational support to our Mechanical & Fire Services business, ensuring seamless day-to-day service delivery.

You'll work closely with technicians, customers, subcontractors, suppliers, and management to oversee invoicing, reporting, compliance activities, customer communications, and administrative processes that keep our business running efficiently.

This role is ideal for someone who enjoys balancing multiple priorities, takes ownership of their work, and is passionate about delivering exceptional customer service.

Key Responsibilities

Service & Customer Support

• Professionally manage inbound calls and customer enquiries
• Act as the first point of contact for invoice-related queries and issue resolution
• Deliver outstanding customer service to internal and external stakeholders
• Assist with preparation of correspondence, reports, presentations, and business documents
• Invoice preventive maintenance contracts and service calls
• Review, vet and process repair work orders and contract invoices
• Administer project invoicing, progress claims, and retentions
• Process approved credits and support credit-related enquiries
• Assist with subcontractor invoice processing and documentation management

Reporting & Operational Support

• Generate and distribute Aged WIP, Open Call and Backlog reports
• Monitor outstanding work and drive completion outcomes with service teams
• Upload service reports, compliance documentation and invoices to customer portals
• Support the preparation and distribution of operational and management reports

Compliance & Licensing

• Coordinate annual compliance reporting including Yearly Condition Reports (YCR) and AFSS documentation
• Compile and maintain service records and compliance documentation
• Manage technician licences, inductions and associated records

Business & Office Administration

• Consolidate office timesheets for payroll processing
• Manage fleet administration and ORIX updates
• Order and maintain office supplies, PPE, uniforms, equipment and consumables
• Support inventory and warehouse stock management
• Maintain business records, contact lists, and general office systems
• MUST BE INTERMEDIATE USING MS OFFICE – Especially Excel

What We’re Looking For

We’re seeking someone who combines strong administration capability with a customer-first mindset and a passion for operational excellence.

• Proven experience in a fast-paced administration, service coordination or customer support role
• Exceptional organisational and time management skills
• Ability to manage competing priorities and meet deadlinesStrong attention to detail and accuracy
• Excellent written and verbal communication skills
• Intermediate to advanced Microsoft Office skills
• Strong customer service focus with a professional phone manner
• Self-motivated, proactive and solutions-focused approach

Highly Regarded

• Experience using Pronto Xi
• Previous experience in a service delivery, maintenance, facilities management or trade services environment
• Call centre or customer service experience
• Relevant tertiary qualifications

The Person We Want

You’ll be the kind of person who:

• Loves creating order from complexity
• Takes ownership and follows tasks through to completion
• Builds strong relationships with customers and colleagues
• Remains calm and professional under pressure
• Is highly organised and detail oriented
• Enjoys being an integral part of a high-performing team

Ready to Join Us?

If you're looking for a dynamic role where you'll be trusted, challenged, and supported while working with an industry-leading Mechanical & Fire Services team, we'd love to hear from you.

EQUANS Mechanical & Fire Services

Together, we power performance, reliability and safety.