We are currently on the hunt for a new Service Administrator and Service Co-ordinator to add to the team within this rapidly growing operation. The product is great, the tech is fabulous and the team are pretty good too!

Both of these positions play an important role as the first point of contact for all service customers. Customers range from members of body corporates and owners' corporations to builders, developers, and direct end users of the high industrial equipment. You will be required to handle incoming and outgoing communications in a timely and efficient manner and at the same time provide best-in-class customer experience. As always, as a point of contact for our customers, it is imperative that all communication is handled with absolute courtesy and professionalism.

It is important to note, as part of this function there is a 24/7 requirement for customer care, whereby you will be required to work a rolling after hours roster one week in three to handle escalated calls from our call centre. You will be compensated for this extra duty and training will be provided. Extra duty is included in the above salary.

Aside from the responsibilities listed below, the Service Coordinator will play a role in supporting the Service Manager on an as needs basis. You will also find yourself out of the office onsite, being responsible inductions and training of new users.

Key Responsibilities are:

Be the primary contact with all Care customers

Monitor and respond to Care email accounts and other Sales email accounts as required

Assess and make daily incoming payments for actionable items such as invoice payments

Arrange site inductions for users of our systems (Service Co-ordinator only)

Arrange the procurement and delivery of essential operational items such as keys/fob and remotes controls (Service Co-ordinator)

Manage all customer information in our primary systems e.g. jobs, reports, account setup, contacts, addresses and payment terms

Manage quote to cash process:

Generate quotes, send quotes, follow up quotes with customer, liaise with customers to make bookings, generate invoices

Send and process returned email from agents/direct users and update systems

Respond and action client review requests for all service-related accounts

Conduct scheduling of service contractor’s maintenances works to maximize efficiency

Notify clients of scheduled works and re-arranging as per client request

Schedule breakdowns and re-prioritise other works as they occur

Maintain customer database

Generate and send minor repair quotations provided by contractors

Edit and process all jobs in Simpro

Conduct outstanding debt collection, where allocated

Escalate all non-conformance issues and customer disputes

Assist with case enquires

Generate service contracts as requested and escalate to the Service Manager for approval

What can you bring?

2+ years in a medium to high contact customer facing role within an industrial environment

Ability to work on a 24-hour roster for certain periods (ie 1 week every 3 weeks)

Basic knowledge of Microsoft Office suite

Knowledge of SimPro business system would be awesome

Exceptional organizational skills and attention to detail is essential

Excellent communication skills, both written and verbal

Proactive thinker and adaptable mindset

Ability to liaise with a diverse range of stakeholders

Familiarity with industry-specific regulations and best practices (viewed favourably)

This is certainly a growth opportunity for someone who is willing to jump in with an open mind! A confident and tenacious approach to learning something new will see you succeed

Interested? Apply now with CV and Cover letter telling me what this is the next step for you. Any questions prior to applying please call Megan Dunlop on 0498 346 646.

With a straightforward process, we will move quickly to appoint the right person.