Service Coordinator

**Introduction**:
We are currently seeking a Service Coordinator with exceptional customer service skills to join our customer service team in Melbourne, Victoria. You will be primarily responsible for managing incoming customer enquiries including breakdowns and follow through from initial contact to resolution, building effective relationships with the HMPS Propac customer base, maximising Service Technician utilisation and growing service revenue.
We’re on the hunt for an energetic and customer-focused Service Coordinator to become a key player in our Melbourne-based customer service team. In this pivotal role, you’ll be the first point of contact for our valued HMPS Propac customers - owning the journey from enquiry through to resolution. From coordinating urgent breakdowns to building lasting customer relationships, you’ll keep our service operations running at full speed.
You’ll also play a vital role in maximising our Service Technician utilisation and driving growth in service revenue, all while delivering an exceptional customer experience every step of the way.
This position offers an exciting opportunity for a talented, highly motivated and passionate customer service specialist to succeed.
**Description**:
**Responsibilities**:
Coordinate service jobs from enquiry through to invoicing
Schedule technicians and manage travel arrangements
Prepare service quotes and process orders in the system
Liaise with customers and technicians for clear communication
Manage spare parts ordering, tracking, and usage for service jobs and direct sales
Work closely with internal teams and suppliers to minimise delays and disruptions
Support invoicing and follow-up with customers to ensure satisfaction
Your Experience
Excellent communication skills (previous phone experience is highly regarded)
Strong customer service focus and ethic
Delivery focused adhering to processes and procedures
Computer savviness with ability to learn new systems where required
An ability to work under pressure and deliver excellent customer service
A strong eye for detail and a determination to do it right the first time
Ability to work with limited supervision
Problem solver, with the ability to communicate effectively and present practical solutions
A collaborative and supportive team player
At HMPS Propac, Australia’s leading machine manufacturers, we are passionate about delivering innovative end-of-line packaging automation. Founded in 1980, we've grown into a market leader, providing cutting-edge automation solutions to food and beverage companies across Australia, New Zealand, and the globe. Our brands, HMPS, Propac Industrial and Engi-O, continually strive for innovation, quality and growth, all of which are directly attributed to our wonderful teams in Adelaide, Melbourne, Sydney and Brisbane. In the past 5 years, we’ve more than tripled in size. With an install base that includes over 2,000 high-end automation systems and 5,000+ entry-level machines, we’re embedded deep in Australia's production infrastructure—and now we're scaling again.
With over 100 employees across Australia, we foster a culture of passion, commitment, collaboration, innovation, and quality. These core values help to deliver growth, not just to the company but to our employees.
Our commitment to employee development is reflected in supportive, employee-driven development plans that include leadership roundtables, job shadowing, and specialized external training. We also provide financial reimbursement and paid leave support for tertiary education to help our people reach their full potential.
If you’re passionate about Australian machinery and driving industry automation, are committed to quality, and eager to collaborate on engineering the future, join us at HMPS Propac.