Works Coordinator

Service Stream Maintenance Pty Ltd; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Service Stream Maintenance Pty Ltd is seeking a Works Coordinator to manage the dispatch of field personnel for gas utility services from Clayton, VIC. The role focuses on safe, efficient, and timely deployment, compliance with safety and industry standards, and coordination with the Performance Lead.

The position is permanent, full-time, onsite at Clayton, with a rotating early/late roster and responsibilities spanning SAP admin tasks, performance monitoring, and high-quality customer service.

Qualifications

• Experience in scheduling and/or dispatching
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Knowledge of gas distribution processes including service order and trouble order management
• Experience in SAP systems preferred

Responsibilities

• Monitor work queues and prioritise service and trouble orders for gas utility operations.
• Dispatch field technicians based on availability, proximity and urgency to ensure timely response.
• Maintain visibility of field technician locations and job statuses to optimise utilisation.
• Record dispatch activities and outcomes with accuracy in the system.
• Communicate clearly with field crews to meet safety and customer requirements.
• Work on a fortnightly rotating roster with early and late shifts.
• Analyse workforce trends and operational data to forecast demand and suggest improvements.
• Collaborate across dispatch, scheduling, field teams and management to streamline operations.

Skills

Scheduling and dispatching

Analytical and problem-solving

Communication skills

Gas distribution knowledge

SAP experience

Microsoft Office Suite

Stakeholder management

Tools

SAP

Microsoft Office

Job description

Primary Location

VIC - Clayton

Job Description Summary

Service Stream’s Utilities division are currently seeking a Works Coordinator to join our growing company.

About the Role

The Works Coordinator plays a critical role in ensuring the safe, efficient, and timely dispatch of field personnel to service calls, maintenance activities, and emergency response related to gas utility operations. This position requires strong organizational, communication, and technical skills to coordinate daily operations, maintain compliance with safety and industry regulations, contractual requirements and support reliable gas service delivery.

Nature of position: Permanent, Full Time

Location: Clayton, VIC

Reporting Line: Performance Lead

Key Responsibilities

• Monitor work queues and prioritise service and trouble orders, including gas leaks, emergency shutoffs, customer requests, meter installations, turn-ons, and repairs.
• Dispatch field technicians based on availability, proximity, and urgency of work, ensuring timely and compliant response.
• Maintain visibility of field technician locations and job statuses to optimise workforce utilization.
• Record all dispatch activities accurately, including dispatch times, technician responses, and service outcomes.
• Communicate clearly and consistently with field crews to ensure adherence to site attendance time frames, safety protocols and customer requirements.
• Ensure availability on a fortnightly rotating roster, encompassing early (6:30 AM – 2:30 PM) and late (10:00 AM – 6:00 PM) shifts.
• Analyse workforce trends, volumes and operational data to forecast demand and recommend process improvements.
• Ensure clear communication between dispatch, scheduling, field teams, and management to streamline operations
• Perform SAP administrative tasks, including order creation, order completion and system updates as required
• Provide administrative and operational support to administration and scheduling as needed.
• Manage inbound calls from clients and service providers, providing work order ETAs, work order outcomes, technical updates while maintaining high-quality customer service.
• Monitor key performance indicators (KPIs) related to dispatch efficiency, workforce utilization, and service delivery.
• Ensure compliance with all safety regulations, environmental standards, industry codes and best practices.
• Assist the Performance Lead in managing workforce operations, providing insights into workload volumes, distribution and operational challenges
• Support leadership in fostering a high performing collaborative team environment.
• Perform other administrative tasks as required from time to time
• As a Works Coordinator you will be required to work onsite

About You

• Experience in scheduling and/or dispatching
• Strong analytical and problem-solving skills
• Knowledge of gas distribution processes including service order and trouble order management
• Ability to interpret data and develop
• Excellent communication and stakeholder management skills
• Experience in gas distribution industry
• Exceptional organisational and time management skills.
• Strong written and verbal communication skills
• Proficiency in Microsoft Office Suite and other relevant software.
• Proficiency in SAP systems preferred

Department

Field Services