Overview
We're after a Service Coordinator/Scheduler who's organised, proactive, and ready to keep our technicians and customers connected.
Drive efficiency by planning and coordinating Reactive Service Calls (breakdowns), Quoted Works, Planned Maintenance, and Installation jobs (field service works) – keeping technicians productive and customers satisfied as we meet their Service Level Agreements.
Key Responsibilities
* Coordinate Reactive service calls (breakdowns), Quoted Works, Planned Maintenance, and Installations – keeping schedules, technicians, and communications on track
* Maximise technician productivity through proactive planning and scheduling
* Monitor technician progress and update ServiceMax (our software system), and customer portals – manage revisits and reduce backlog through recovery scheduling
* Support customers with clear communication and timely updates
* Connect Service, Sales, and Technical Support teams – streamline admin tasks and prepare reports
* Manage travel for our technicians when required so they may complete out of town work
* Review the "on-call" roster for technicians, ensuring coverage 24/7 and close out all call-outs to be ready for invoicing within 24 hours of the call-out
* Manage technician inventory: maintain stock levels, source non-stock items, and handle ordering and distribution to branches and contractor network
* Collaborate with Service Managers to track performance, identify training opportunities, and document non-standard events
Skills
The ideal candidate will have experience working with scheduling of a field-based workforce. You will be looking for job security and career longevity and possess the following skills:
* Experience in a customer service or dispatch/scheduling environment
* Strong administrative and coordination skills
* Advanced computer literacy, ideally with service software (e.g., ServiceMax)
* Excellent communication and customer etiquette
* Ability to work under pressure and manage competing priorities
* Strong attention to detail and time management skills
* Comfortable working in a fast-paced, high-interaction team environment
What you can trust in: A fulfilling workplace
Join an Industry Leader on a Global landscape. Not only are we one of the best at what we do in Australia and New Zealand, but also the world
* Access to discounted Health Insurance.
* Peer to Peer Recognition via our 'AAA' Nominations and awards
* Wellbeing Committee with pillars focusing on Mental Health, Community Engagement, Diversity & Inclusion, Social & Amenities.
* Empowering Wellness: Every Employee has access to a WhereFit membership, accessing discounts for Gym memberships, apparel and more
If you are looking for a role and workplace that matches your ambitions, we want to hear from you
To learn more about us and what we do, visit our website:
dormakaba is an equal opportunity employer that is committed to diversity and inclusion. We take affirmative action to ensure equal opportunity for all applicants without regard to age, race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
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