Westside Service HVAC (Commercial Air-conditioning)

The Service Coordinator is responsible for managing and overseeing the daily operations of service-related activities within the company. This role involves coordinating service requests, scheduling, and ensuring effective communication between clients and service teams. The Service Coordinator will also ensure that services are delivered in a timely and efficient manner, meeting quality standards and customer expectations.

Key Responsibilities:

Service Scheduling: Coordinate and schedule jobs based on customer needs, availability, and service team resources.

Customer Support: Act as the primary point of contact for customers, addressing enquiries, resolving complaints, and providing timely updates on service statuses.

Team Coordination: Work closely with field service technicians and internal teams to ensure the timely and accurate delivery of services.

Planning: Actively planning monthly field team workload, considering maintenance, reactive and quoted works, in addition to planning for upcoming monthly/quarterly works.

Documentation & Reporting: Maintain accurate records of service requests, schedules, and completed work. Generate reports as needed to track service performance and identify areas for improvement.

Quality Control: Monitor the quality-of-service delivery, ensuring customer satisfaction and achievement of client KPIs.

Problem Resolution: Resolve any issues related to service delivery or customer concerns, escalating complex problems to senior management if needed.

Compliance: Ensure field team maintains relevant licences and inductions. Ensure services are performed in compliance with company policies, safety standards, and relevant regulations.

Required Qualifications:

Education: Year 12 SACE or equivalent (Bachelor’s degree preferred).

Experience: 2+ years of experience in coordination, customer service, or a related field.

Skills:

Strong organisational and time-management skills.

Excellent verbal and written communication abilities.

Problem-solving skills and ability to deal with conflict.

Ability to multitask and prioritise in a fast-paced environment.

Ability to show initiative within role, and recognise when to escalate.

Proficiency in Simpro software and Microsoft Office Suite (Word, Excel, PowerPoint).

Quick learner and high attention to detail.

Preferred Qualifications:

Previous experience in a service or HVAC industry.

Experience with service management software (Simpro a great advantage).

Knowledge of basic technical concepts related to Commercial Air-conditioning services.

Key Competencies:

Customer-Focused: Able to understand and meet customer needs, providing exceptional service.

Communication: Effectively communicate with clients, team members, and management.

Team Player: Collaborates well with others, fostering a positive work environment.

Adaptability: Willing to adjust to changing demands and priorities.

Attention to Detail: Ensures all service details are carefully handled and documented.

Applications close at 5pm on 4th May 2025 (ACST) .