Job Description

Provides operational support for the Service Department including clerical and administrative responsibilities.

ESSENTIAL FUNCTIONS:

Clerical:

• Provides the complete administration of the Regional Service system including but not limited to, maintenance of the WIP, contacting customers, raising jobs, ordering parts, and scheduling of both “Ad-Hoc” and “Service Programs” work.
• May be required to raise Air Cover jobs.
• Raises purchase orders and sales orders for jobs and branch supplies in accordance with company policy.
• Records Technicians timesheets in conjunction with the Service Operations Manager.
• May be required to enter Visa transactions on Concur in accordance with company policy.
• Responsible for job returns documentation and follow up.
• Preparing and proof costing of all Ad Hoc jobs prior to invoicing or sending for closure if warranty or goodwill
• Provides back-up support in the absence of the Service Operations Manager.
• May plan, schedule and/or coordinate events, training, etc in conjunction with the Service Operations Manager

Operations:

• Responsible for supporting and maintaining high quality customer relationships.

• Provides operational support to Service Operations Manager,

• Provides internal & external customer support relating to enquiries and requests.

Service:

• Provides internal & external customer support relating to enquiries and requests.
• Provides the first point of contact for Service customers
• Maintains and provides high quality phone presentation to all customers

• Provide back-up support in the absence of the Service Operations Manager

• Other duties as required and agreed to achieve the highest quality service.

Quality:

• Supports Company objectives in accordance with ISO 9001 quality accreditation

Health & Safety Environment

• Ensure the working environment is safe at all times and activities conducted are safe and don't harm self or other employees
• Eliminate risks in the working environment by conducting housekeeping, conducting risk assessments and working with the line manager to eliminate or at least mitigate the hazards
• Taking a leading role in safety risk assessment and audit
• Implement procedures for safety of others through the appropriate operation of equipment before ascertaining correct procedures and usage of personal (e.g. safety glasses etc.) and technical equipment.

Competencies

• Demonstrated verbal and written communication skills.
• Demonstrated PC Skills (SAP, MS Outlook, Excel, Word and databases).
• Ability to meet deadlines and organise work priorities.
• Demonstrate a flexible and “can do” attitude
• Able to work on agreed initiatives with minimal support.
• Demonstrated analytical skills.
• Focused on achieving agreed targets.
• Demonstrated ability to undertake research and source appropriate parts information.
• Highly developed organisational skills.
• Self-starter, able to work under time constraints, detail-oriented and ability to multi-task

Education/Training Required:

Year 12 Senior Secondary Certificate of Education

Must be proficient in Microsoft Office software

Experience in SAP preferred.

LEVELS:

Service Coordinator I, II, III

Your placement in one of the above levels will depend upon experience, skills, knowledge, education, performance and contribution. Service Coordinator I is an entry-level position, requiring close supervision. Service Coordinator II requires slightly less supervision, bringing further training and more skills to the position and a solid understanding of the responsibilities entailed above. Service Coordinator III operates at a high skill level with little or no supervision.

Other factors that will be considered in the placement into one of these levels is the IPE analysis, internal training, external education and certifications achieved as well as the ability to perform all the responsibilities in a proficient manner.