Service Coordinator

Elizabeth Machine Co. (EM) is Australia's largest supplier of industrial textile machinery servicing a vast manufacturing landscape that is ever evolving. EM, a family owned and operated business since the 1960s, has branches in Adelaide, Brisbane, Melbourne (HO) and Sydney. With operations involved in the selling, servicing and support of industrial textile machinery, the company presents an exciting opportunity that traverses multiple areas in the Australian manufacturing industry. From small boutique fashion designers to large scale Blinds and Signs manufacturers.

EM is on the lookout for new recruits to fill the role of Customer Relations/Booking Manager in our Sydney offices. This challenging role is diverse with various responsibilities including ongoing customer relationship management and support, CRM documentation and development, booking and schedule maintenance of technical teams and other duties. EM maintains a family business culture with large business scope and responsibility. The staff at EM are customer focused, professionally minded individuals who are actively engaged as teams to drive the business forward. We value giving our employees to the tools for success and providing an atmosphere that values performance across a number of categories. EM is evolving and aims to have successful candidate become key components for future success. The successful candidate will receive ongoing support and training from an experienced and diverse team.

Responsibilities

o Customer Service & Support: Act as the primary point of contact for service-related activities. Schedule service appointments and follow up with customers. Handle complaints or issue and escalate when necessary.

o Service Scheduling & Dispatch: Coordinate and dispatch field technicians for installations, repairs and maintenance. Optimize technician schedule to ensure timely service delivery. Track service calls and technician availability.

o Work Order Management: Create, manage and close service work orders in the system. Ensure accurate documentation of service activities, parts used and labor hours.

o Inventory & Parts Coordination: Order and track parts required for service jobs. Maintain inventory levels for commonly used components. Coordinate parts with technicians, suppliers and warehouse staff.

o Technical Documentation & Reporting: Maintain service records and machine history logs. Generate reports on service performance, technician productivity, and customer satisfaction.

o Communication & Coordination: Liaise between customers, technicians, sales and management. Provide updates on job status and expected completion times. Support warranty claims and service contract management.

o Compliance & Safety: Ensure all service activities comply with safety standards and company policies. Keep up to date with industry regulations and best practices

Essential requirements and skills

o Strong organizational and multitasking abilities.

o Excellent communication and interpersonal skills.

o Familiarity with industrial sewing machines and related terminology.

o Experience with service management software.

o Basic technical understanding of mechanical and electrical systems.

Performance goals

o Carry out all work thoroughly and correctly first time within a reasonable time frame.

o Ensure the workspace is clean and presentable and all times.

o Maintain personal presentation to a high level.

o Deal with clients, suppliers, and other employees professionally and respectfully always.

o Maintain clear and detailed communication with colleagues in relation to customers’ expectations, sales commitments, samples and after sales service.

o Follow EM sales order, delivery, and service protocols.

Our company offers product and industry diversity coupled with a great national team that will deliver professional satisfaction to the successful candidate.

An exciting opportunity awaits.