We're seeking a Senior Service Administrator to support our Service Manager in the QLD office. We need a switched-on, super motivated, highly energetic person with a can-do attitude. You'll be responsible to do whatever needs to be done to keep our office, service team and warehouse running smoothly.

You'll be a highly organised administrator providing superior customer support and over the phone support to our technicians in the field. You'll be running the warehouse, receiving parts and maintaining efficient storage and retrieval of parts using our automated storage systems.

Ideally you'll be proficient in our CRM/ERP NetSuite, and keen to look at ways of continual system efficiency improvements.

Customer Service

• Provide first-level high quality customer service, by way of inbound and outbound calls and administrative tasks to Headland Customers as required.
• Enter, retrieve and administer data to provide multiple specialised quality services to Customers such as sales and service advice for a range of products and services, deployment of service staff, complaint handling and fault enquiries.
• Management and updating of customer information in NetSuite.
• Build and maintain positive service relationships with Customers, to ensure that customer satisfaction objectives set by the business are met and exceeded.
• Communicate with Service staff in the field to co-ordinate and disclose information such as service timing, scheduling conflicts, delays, service issues, customer compliments and complaint, spare parts orders and delivery, supplier information, Customer enquiries and complaints.
• Support and manage the facility by way of parts management, tool management, receipt of items and warehouse transfers.
• To provide customers with continuous communication as required for service status.
• To ensure clear communication of Headland and supplier terms and conditions and policies with customers.
• Support service scheduling team as required.
• Provide a high level of administrative management by way of effective management and delivery of contracts.
• Management of all activities for Engineers to perform Preventative Maintenance (PM) such as but not limited to management of PMA kits and tool kits.
• Ensure all PM reports are collated and entered into the system and follow up additional works identified during PMA (parts and labour quotes).
• Comply and strive to exceed customer service management requirements and Service Level Agreements.
• Maintenance of PM database which entails monitoring and tracking PMA delivery, contract expiration and contract renewals (working in consultation with Regional Service Managers and or Service BDM).

Travel Management.

• Coordinate travel bookings including flights, car hire and accommodation as required.

Warehouse management

• Order fulfilment and stock receipt.
• Returns processing - vendor returns per returns procedure.
• Inventory Control - conduct regular inventory reconciliation between Hanel and NetSuite and cycle counting.
• Manage stock between locations and within the storage systems.
• Warehouse plant and equipment - responsibility for the upkeep and maintenance of all warehouse plant and equipment e.g., forklift etc.
• PM Kit, water kit, tools and installation kits - responsible for maintenance of kits including organising and scheduling stock takes.
• Ensure kits are available as required for scheduled work
• Site duties - ensure cleanliness and housekeeping of the site.
• Customer Service - advise internal and external customers on the delivery status of their consignments.

About Headland

Headland Technology is a multi-generational family business, with over 70 years of success in the Australian and NZ marketplace. No long-term debt, in continuous growth mode, and more recently experiencing unprecedented opportunities through an expansion of portfolio and territories. We currently have over 50 application and technical engineers with a total of 106 employees across Australia and New Zealand.

We offer an extensive training, reward and recognition program which attracts and retains some of the best and brightest minds locally and internationally. All whilst investing heavily in the career development and personalised support of our team.

Our solutions include global premium brands, and services which are changing the face of manufacturing across Australia and NZ.

Headland Technology is an equal opportunity employer and a strong advocate who proudly celebrates diversity and inclusion.

We have offices and a physical presence right across Australia and NZ (Sydney, Brisbane, Melbourne, Adelaide, Perth, Auckland).

Job benefits and perks

• Headland Technology are committed to providing Professional Development.
• Strong career progression with promotional opportunities.
• If you think you would like to be a part of the team, apply today.