Position Overview
The Service Management Specialist is responsible for supporting the operational and administrative activities of the Service Department. This role ensures efficient service coordination, system management, timely service order processing, and accurate data entry. The position plays a key role in improving service efficiency, monitoring performance indicators, and supporting the service team’s daily operations.
Key Responsibilities
Service Operations & Administrative Support
- Provide daily administrative and logistical support to the Service Department.
- Coordinate service schedules, technician assignments, and customer service arrangements when needed.
- Maintain and update service documentation, reports, and internal files.
System Management
- Manage service-related systems, including system data accuracy, user access, workflow setup, and issue troubleshooting.
- Monitor system alerts and ensure timely updates of service orders and work status.
- Liaise with HQ or IT teams for system optimization and problem resolution.
Service Timeliness & Performance Monitoring
- Track and monitor key service KPIs, including service response time, job completion time, and service order timeliness.
- Generate and analyze service performance reports for management review.
- Follow up with technicians and relevant departments to ensure service tasks are completed on time.
- Identify delays, bottlenecks, or issues impacting service performance and propose improvement measures.
Order Management & Data Accuracy
- Responsible for accurate service order creation, data entry, and status updates in the system.
- Verify order information (customer details, machine data, parts requirement, service type, etc.) to avoid discrepancies.
- Coordinate with sales, warehouse, and technical teams to resolve order entry issues promptly.
- Conduct regular checks to ensure integrity and completeness of order records.
Cross-Department Coordination
- Support communication between the Service Department and Sales, Parts, Finance, and Warehouse teams.
- Assist in customer inquiries related to service order status and scheduling.
- Participate in continuous improvement initiatives to enhance service workflow and efficiency.
Job Requirements
- Bachelor’s degree in Business Administration, Operations Management, Logistics, or related fields.
- 1–3 years of experience in service coordination, operations support, administrative support, or similar roles.
- Strong organizational skills with high attention to detail.
- Proficient in MS Office and service/order management systems (ERP/CRM).
- Good communication and coordination skills.
- Ability to multitask in a quick-paced environment and work independently with minimal supervision.
Seniority Level
Associate
Employment Type
Full-time
Job Function
Administrative, Customer Service, and Management
Industries
- Machinery Manufacturing
- Agriculture
- Construction
- Mining Machinery Manufacturing
- International Trade and Development
Location
Perth, Western Australia, Australia
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