Service and Installation Coordinator

Accent Aluminium Windows and Doors is an Australian family owned and operated business, a leading manufacturer of high-quality Aluminium windows and doors, committed to deliver innovative, energy efficient, and sustainable solutions, proud of our heritage and proven reputation as a leader in the industry.

About the Role

We are seeking an organised and experienced Service and Installation Coordinator to coordinate and oversee service and installation operations. In this role, you will schedule and coordinate installation jobs and service visits, liaise with customers and internal teams, and ensure jobs are completed efficiently, safely and to a high standard of quality and customer satisfaction.

Key Responsibilities include, but are not limited to:

• Coordinate and manage incoming service requests and bookings via phone and email.
• Schedule and coordinate installation teams and service technicians for site visits, ensuring efficient allocation of resources.
• Communicate with customers regarding service appointments, job progress and any changes or delays.
• Liaise with customers, installers, service technicians, production, dispatch and other internal departments to ensure smooth workflow.
• Coordinate the availability of products, parts and materials required for installation and service jobs.
• Monitor job progress and follow up on outstanding installations, service requests and rectification works.
• Coordinate job requirements to ensure installers and technicians have the necessary information, materials and resources to complete their work.
• Manage customer enquiries, complaints and escalated issues, ensuring timely resolution and a high level of customer satisfaction.
• Maintain accurate job schedules, service records, installation documentation and customer information.
• Identify scheduling issues, operational challenges and opportunities for continuous improvement in service and installation processes.
• Ensure effective communication and coordination between all relevant teams to support the timely completion of jobs.

Essential Skills, Knowledge and Experience Required

• Proven experience in a service coordination, installation coordination or scheduling role, preferably within the manufacturing, construction, building products or aluminium windows and doors industry.
• Strong organisational, scheduling and time management skills, with the ability to coordinate multiple jobs and competing priorities.
• Excellent communication and customer service skills, with the ability to liaise effectively with customers, installers, technicians and internal teams.
• Ability to work in a fast-paced environment, manage changing priorities and resolve operational issues efficiently.
• Ability to understand technical information, job requirements and installation or service processes.
• Strong problem-solving skills and attention to detail.
• Self-motivated, proactive and able to work both independently and collaboratively as part of a team.