Company Overview:
We are an innovative leader in the automation and robotics industry, delivering advanced solutions that drive efficiency and transformation across sectors. As we continue to expand, we are seeking a detail-oriented and highly organised Scheduler and Planner to manage both the coordination and administrative functions of our Service Department, which supports customers across the country. This role is pivotal in ensuring service requests, maintenance, and upgrades are executed smoothly, while also handling key administrative tasks — including travel coordination and technical information gathering — that keep our nationwide operations running efficiently.

Position Overview:
The Scheduler and Planner will be responsible for overseeing the daily operations of the Service Department by coordinating service schedules, managing resources, arranging travel, gathering technical information, and providing critical administrative support. A key part of this role will be ensuring that all relevant details of customer breakdowns and service issues are accurately captured and communicated to the engineering team, enabling them to provide prompt and effective phone support when required. The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, excels in coordination, administration, and communication, and can liaise effectively between customers, technicians, and internal engineering teams across Australia.

Key Responsibilities:

Develop, manage, and adjust service schedules for on-site visits, preventive maintenance, installations, upgrades, and troubleshooting across Australia.

Coordinate with field service technicians, customers, and stakeholders to ensure efficient scheduling and resource allocation.

Gather comprehensive information on breakdowns and service issues, including fault descriptions, error codes, machine history, photos, and videos, to assist engineering teams in providing accurate remote phone support.

Ensure that all technical details are logged clearly and relayed promptly to the appropriate engineering or technical support teams.

Organise all travel arrangements for service technicians, including booking flights, accommodation, car hire, and ensuring alignment with service schedules and client requirements.

Prepare detailed travel itineraries and ensure technicians have all necessary documentation, parts, tools, and resources prior to departure.

Monitor and update the status of service requests, ensuring timely resolution and compliance with customer requirements.

Prepare, issue, and follow up on service documentation, including audit worksheets, service reports, quotes, and purchase orders.

Act as the primary administrative contact for allocated customer accounts, handling inquiries, scheduling, spare parts management, and maintaining accurate customer records.

Maintain comprehensive administrative records in service management software, including service histories, parts usage, stock levels, maintenance schedules, customer feedback, and technical issue logs.

Process and track purchase orders, invoices, service agreements, and travel expenses, ensuring all documentation is accurate and submitted on time.

Manage technician compliance records, including licenses, site inductions, vehicle requirements, and certifications.

Communicate consistently with customers, technicians, and engineering teams regarding open service tasks, breakdown details, timelines, quotes, travel plans, and potential delays.

Liaise with internal departments (Engineering, Sales, Accounts, Procurement, etc.) to streamline service delivery, technical support, and administrative processes.

Review service data and administrative workflows to identify areas for improvement in efficiency, technical support response times, and reporting accuracy.

Provide the Service Manager with regular administrative reports on service performance, response times, customer satisfaction, stock levels, technical issues, and resource utilisation.

Support the sales team by administrating additional service agreements, upgrades, and customer contracts.

Qualifications:

Trade Qualified, Bachelor’s degree, or equivalent experience in a related field highly regarded.

Minimum 3 years’ experience in service scheduling, administration, and technical coordination, preferably within industrial, automation, or technical environments.

Strong proficiency in scheduling and administrative software.

Proven ability to gather, document, and communicate technical information to support engineering and technical teams.

Experience in coordinating complex travel arrangements for field-based teams.

Excellent organisational skills with a focus on administrative accuracy, technical detail collection, and travel logistics.

Strong verbal and written communication skills for effective client, technician, and engineering correspondence.

High attention to detail in tracking service tasks, managing technical data, processing documentation, and maintaining records.

Ability to manage competing priorities, including urgent breakdowns requiring immediate technical support.

Experience in a customer service-oriented environment, ensuring satisfaction through timely service delivery and technical coordination.

Knowledge of automation, robotics, or technical service processes is advantageous.

Preferred Skills:

Trade Qualification

Experience with field service management workflows, technical issue tracking, and travel coordination

Knowledge of preventive maintenance planning, service documentation, and technical support best practices

Certification in Service Management

Proficiency in Microsoft Office platforms, particularly for reporting, documentation, and technical information logging