Service Coordinator

6 days ago

Sydney, New South Wales, Australia beBeeServiceCoordinator Full time $88,000 - $124,000
Job OverviewWe are seeking a seasoned Service Coordinator to lead our Sydney-based team. As a global leader in security, network, and audio-visual solutions, this is your chance to join a dynamic group of professionals.

The successful candidate will be responsible for overseeing the scheduling and support of service technicians across electronic security projects and maintenance activities. Their primary objective will be to ensure customer requests, faults, and preventative maintenance tasks are logged, prioritised, and scheduled efficiently while maintaining high standards of customer service, compliance, and technician productivity.

Key Responsibilities:
  • Service Coordination & Scheduling:
    • Oversight of field service technician scheduling to guarantee optimal utilisation, minimal downtime, and timely response to customer requests.
    • Management of job allocation, including preventative maintenance, urgent breakdowns, and project support tasks.
    • Coordination with customers, subcontractors, and suppliers to confirm appointment times, access requirements, and service expectations.
  • Customer Experience:
    • Ensure all customer requests are logged, acknowledged, and responded to in line with agreed SLAs.
    • Serving as the primary escalation point for customers with urgent or unresolved service issues.
    • Maintenance of strong communication with clients, providing updates on job status, technician ETAs, and completion reports.
  • Performance & Reporting:
    • Tracking and reporting on key metrics such as first-time fix rate, technician utilisation, SLA compliance, and customer satisfaction.
    • Analysis of service desk data to identify recurring faults, scheduling bottlenecks, and improvement opportunities.
    Requirements:
    • Prior experience in service coordination, scheduling, or operations management (electronic security or related industries preferred).
    • Demonstrated ability to lead a small-to-medium team in a high-volume scheduling environment.
    • Familiarity with service management software.
    • Understanding of electronic security systems (CCTV, access control, alarms, intercoms) desirable but not essential.
    • Strong organisational and scheduling skills, with the ability to manage competing priorities.
    • Excellent communication skills (both customer-facing and internal).
    • Analytical thinker with problem-solving and continuous improvement mindset.

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