Service Co-ordinator

**Service Co-ordinator - BSI - MIRAGE DOORS**

**The Company**
- Together, we are the ASSA ABLOY Group_,
- Empowerment, Innovation and Integrity_ - core values of the ASSA ABLOY Group. We strive to create a sense of security and trust for our employees, together with a feeling of fellowship and cooperation. This is what makes a role at ASSA ABLOY Entrance Systems such an exciting opportunity to join a supportive, team based culture as your develop your Service career.

At ASSA ABLOY Entrance Systems, we connect people, places and goods seamlessly and efficiently. We enhance flow and convenience in your business by providing innovative and reliable automated entrance solutions for the front, back and interior of every building. By powering doors, we empower you to enter new worlds with peace of mind

As your dedicated partner, we support you throughout the entire building process - from design and installation to service and modernization. With our comprehensive portfolio and with us by your side, you can enjoy the strength of a global supplier combined with the care of local support. We take care of your doors, so you can focus on taking care of your business.

**The Position**

Reporting to the Service Manager, you are responsible for the scheduling and co-ordination of service visits for the Service Technicians with the aim of achieving 90% recovery of Technician charged hours against actual hours worked, whilst always ensuring customer satisfaction is achieved. To ensure a safe working environment for employees and subcontractors of the Company.

In fulfilling your role as Service Co-Coordinator, your core responsibility is to support the Service Manager and Service Department by fulfilling coordination and administration functions.

**Key Responsibilities**:

- Managing incoming communication from customers and taking the lead to ensure appropriate action is taken to meet customer needs and ensure customer satisfaction
- Supporting after hours emergency calls on alternate weeks (team members share with the Service Manager) by taking phone calls and scheduling service personnel and completing associated administration functions to ensure timely payment of accounts
- Coordinate dedicated field service technicians to fulfil immediate and long-term service requirements, being mindful to ensure the highest level of efficiency leading to the highest possible level of recovered service time
- Maintaining report as directed by the service Manager or General Manager in relation to business metrics such as labour utilisation
- Support through training and coaching, the correct use of the online scheduling tool and technician time recording tool (Aroflo). Monitor and escalate when required the correct use of the tool by the technicians.
- Provide appropriate support to handle warranty requests for projects completed by Mirage Doors (Aust) Pty Ltd.
- Support as required to complete administration functions associated with the Service Division, including but not limited to:

- Allocating work job numbers associated with daily scheduling
- Requesting purchase order reference details from customers to ensure timely payment of accounts
- Support as required to complete invoicing and perform end of month checks to ensure that all required invoicing is completed in a timely manner.
- Support the function of running regular Toolbox meetings to promote a culture of safety, transparency, accountability, and open discussion.
- Support the function of Door Service sales, to facilitate the end goal of Sales and Profitability.
- Support the business in any other duties that may be required to ensure business continuity and customer satisfaction.
- Advise the Directors of any matter or incident (including but not limited to product liability), public liability, workers compensation, motor vehicle accident, industrial dispute, criminal or civil action alike) that may involve the company or its insurers incurring some form of liability or may reasonably be of interest to the Directors of the Company.
- Comply with Company policies from time to time

**Skills & Experience**:

- Able to competently use a computer including the Microsoft office suite.
- Ideally experience with Aroflo and Exact (accounting software)
- Time management and working to deadlines
- Effective communication and building effective relationships
- Well-developed organizational skills and ability to coordinate paperwork/reporting requirements
- Efficient problem solving
- Assertive with a positive attitude
- Friendly, approachable and professional phone manner.

**We are the ASSA ABLOY Group**
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value r