Customer and Field Service Coordinator

KEY RESPONSIBILITIES

Planning & Scheduling

• Coordinate and schedule technicians across multiple business units and service departments.

• Manage daily, weekly, monthly, and long-term scheduling requirements.

• Allocate jobs based on technician competencies, certifications, availability, geographic location, and customer requirements.

• Maintain technician utilisation and productivity through effective resource planning.

• Monitor upcoming workloads and identify resource constraints before they impact service delivery.

• Adjust schedules as required to accommodate emergency breakdowns, urgent customer requests, staff availability changes, and operational priorities.

• Coordinate after-hours, remote, regional, and FIFO scheduling requirements where applicable.

• Ensure technicians receive accurate job information, site requirements, and scheduling details.

Customer Service & Communication

• Act as a primary point of contact for customers regarding service bookings, scheduling, and job updates.

• Build and maintain positive customer relationships through professional communication and timely responses.

• Provide customers with accurate information regarding attendance times, project progress, delays, and job completion.

• Manage customer enquiries and coordinate appropriate responses with operational teams.

• Escalate customer concerns and service issues to management where required.

• Maintain a high level of customer service and ensure customer expectations are consistently met.

Mobilisation & Compliance Coordination

• Coordinate all mobilisation requirements for technicians attending customer sites.

• Arrange and monitor:

• Site inductions

• Online training and competency requirements

• Medicals

• Drug and alcohol testing

• Site access approvals

• Travel and accommodation bookings

• Vehicle allocations

• Customer-specific compliance requirements

• Ensure technicians are fully compliant and cleared prior to mobilisation.

• Maintain records of mobilisation requirements and expiry dates where required

Job Management & Administration

• Create, schedule, update, and manage jobs within Simpro and other business systems.

• Ensure jobs contain accurate labour allocations, materials, site information, customer requirements, and documentation.

• Review job progress and proactively address scheduling conflicts or delays.

• Monitor work-in-progress jobs to ensure timelines are achieved.

• Assist in reviewing completed jobs to ensure accurate invoicing, labour allocation, and documentation.

• Maintain accurate records and data integrity across all operational systems.

• Support management reporting through accurate system updates and record-keeping.

Coordination with Remote Support Teams

• Work closely with the Philippines-based remote support team and other administrative resources.

• Provide guidance and support regarding scheduling priorities and operational requirements.

• Assist with workflow management to ensure consistency across all business units.

• Ensure clear communication between local operations and remote support staff.

Inventory & Resource Coordination

• Liaise with stores regarding parts, materials, equipment, and resource availability.

• Confirm required materials are available before work is scheduled.

• Assist in identifying potential shortages that may impact scheduled works.

Operational Support

• Support the Installation & Service Manager with operational planning and resource management.

• Assist with onboarding coordination for new technicians, including scheduling and mobilisation activities.

• Participate in planning meetings and contribute to operational improvements.

• Assist with the implementation of new systems, processes, and business integrations.

• Provide administrative and operational support during periods of high workload or business growth.

Continuous Improvement

• Identify opportunities to improve scheduling efficiency, customer service, and operational performance.

• Recommend process improvements that reduce downtime, increase technician utilisation, and improve customer outcomes.

• Assist with the development and implementation of standard operating procedures and planning processes.

• Contribute to continuous improvement initiatives across all Quantum Group businesses.

SKILLS, EXPERIENCE & QUALIFICATIONS

Essential

• Previous experience in a service coordination, scheduling, planning, dispatch, or operations support role.

• Strong organisational and time management skills.

• Ability to manage multiple priorities simultaneously.

• Excellent communication and interpersonal skills.

• Strong problem-solving and decision-making abilities.

• High attention to detail and accuracy.

• Intermediate to advanced computer skills.

• Ability to work effectively in a fast-paced and changing environment.

Desirable

• Experience within fire protection, mining, electrical, mechanical, automotive, construction, or trade-based industries.

• Experience using Simpro or similar field service management software.

• Experience coordinating remote, regional, or FIFO workforces.

• Experience working with remote support or virtual teams.

• Understanding of mobilisation and compliance requirements within industrial environments.

Personal Attributes

• Professional and customer-focused.

• Highly organised and proactive.

• Adaptable and flexible.

• Solutions-focused mindset.

• Strong sense of accountability and ownership.

• Ability to work independently and as part of a team.

• Commitment to continuous improvement.