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Service Administrator

3 weeks ago

Dingley Village, Australia Survitec Group Limited Full time

**Vacancy Title: Service Administrator**

**Vacancy Location**:Victoria**

**Engagement Type: Permanent, Full Time**

**The Role**:
Here at Survitec, we are currently recruiting for a Service Administrator to join our team.

As our Service Administrator you will receive, process and plan the delivery of customer orders, using knowledge of product and technician availability, and the technical requirements for service delivery across a range of Survitec safety solutions.

You’ll plan and coordinate technician time, parts, and other physical resources effectively and according to standard service delivery processes. You will provide customers with timely information on progress and ensure accurate and timely billing of all works carried out.

**Key responsibilities include but are not limited to**:

- Record and process customer orders, including custom and special orders that may require additional resources for delivery; track delivery of servicing activity, ensuring appropriate authorisations for additional work and accurate billing.
- Make calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Act as a key point of contact for resolving customer queries / complaints about work in progress.
- Quote for local business as needed, ensuring standard pricing and terms are applied in each case. Provide exceptional service to customers to encourage continued use of Survitec’s products and services.
- Issue certificates promptly and ensure all associated systems are updated accurately, to support proactive notifications for next year’s servicing business.
- Respond to and resolve complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required; work with Finance colleagues to address any credit or billing issues swiftly to enable on time collection of funds.
- Develop knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.
- Plan and coordinate technicians to deliver servicing installation, maintenance and repair activity to quality and safety standards, standard work routines and appropriate to the level of qualification of each technician.
- Communicate the service delivery plan effectively, ensuring that the plan reflects the resources available (both people and supplies). Actively seek opportunity to drive controlled continuous improvement of the planning process.
- Work with stores colleagues/monitor stock levels directly to ensure all scheduled work can be delivered; assists in stock take activity.
- Follow Survitec Health, Safety and Environment policies, procedures and mandatory instructions; identify and mitigate risks to safeguard the environment and the wellbeing of self and others. Help to create an environment where everyone in the team can live the Survitec Values.
- Contribute positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work. Understand, uphold and contribute to creating a safety-first culture within Survitec. Ensure a safe and environmentally healthy working environment.

You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced but incredibly rewarding.

This is not just another job; this is your career.

**About You**:
Essential criteria:

- Hold self and others accountable to meet commitments.
- Build strong customer relationships and deliver customer-centric solutions.
- Develop and deliver communications that convey a clear understanding of the unique needs of different audiences.
- Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Rebound from setbacks and adversity when facing difficult situations.
- Make good and timely decisions that keep the organization moving forward.
- Know the most effective and efficient processes to get things done, with a focus on continuous improvement. Plan and prioritise work to meet commitments aligned with Survitec goals.

**Why You Should Work for Us**
- ** **Competitive salary
- Travel opportunities to some great places
- Holiday entitlement
- Training & professional development opportunities
- Employee assistance programme
- Employee referral program
- Workplace reward & recognition scheme

**Who are Survitec and what do we do?**

Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.

Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our custo