Service Coordinator

About the Role
We are seeking an organised and proactive Service Co-ordinator to support our service team. This role is central to the successful delivery of reactive service, planned maintenance, and installation work in a fast-paced trade environment.
You will be the main point of contact between customers, technicians, contractors, and internal stakeholders—coordinating jobs end to end while ensuring service levels, safety, and commercial outcomes are met.

Key Responsibilities
Service Coordination & Scheduling

• Facilitate end-to-end service processes for reactive, planned service, and preventative maintenance (PM) work
• Triage service issues with customers and end users, gathering key information
• Open, assign, and manage jobs including booking service technicians and contractors
• Set up Preventative Maintenance jobs when due
• Manage urgent breakdowns and priority callouts
• Maintain jobs in line with customer-specific service level agreements
• Coordinate parts sourcing to support service delivery
• Close jobs ensuring all documentation and records are complete and accurate
• Keep job information up to date so stakeholders can easily access job status

Customer & Stakeholder Communication

• Communicate with customers regarding attendance times, updates, and delays
• Call customers to arrange technician appointments
• Liaise with internal teams, technicians, contractors, and external stakeholders
• Maintain clear, professional written communication in job notes and emails
• Answer incoming calls and direct enquiries appropriately
• Open and assign jobs to other facilitators as required

Billing, Quotes & Reporting

• Authenticate contractor service invoices for work you have facilitated
• Review and mediate costs where charges fall outside expected ranges
• Assist with billing queries as required
• Facilitate quotes for installation, reactive, and planned service work
• Generate and distribute service and PM job reports

Commercial & Continuous Improvement

• Make commercially informed decisions to resolve service issues
• Report issues with systems or processes as they arise
• Proactively support initiatives that improve service facilitation and billing processes
• Assist team members where required to support overall service delivery

About You

• +2 years' experience in a Service Co-ordinator, Scheduler, or Service Administrator role
• Background in refrigeration, HVAC, or trade services highly regarded
• Strong organisational and time-management skills
• Ability to manage multiple jobs and changing priorities
• Calm, solutions-focused approach in high-pressure situations
• Excellent communication and customer service skills
• Confident using service management systems and scheduling software

Teamwork & Development

• Maintain high standards of teamwork and communication across the business
• Participate in on-the-job and off-the-job training to build skills and capability

Health & Safety
Work Safe. Live Well. Look After Each Other.

• Take reasonable care to ensure your actions do not adversely affect health and safety
• Follow safe work practices and reasonable instructions
• Use safety equipment correctly and report hazards, incidents, or discomfort
• Cooperate with return-to-work plans and workplace health monitoring as required

How to apply:
Please apply by clicking the apply button or by visiting our careers page at www.skope.com/skope-careers
Applicants for this position should have the right to work in Australia and the right to travel to New Zealand.
Pre-employment checks will include reference checking and drug and alcohol testing.
  
Diversity
SKOPE is committed to ensuring equal employment opportunities for all qualified individuals. We believe a diverse workforce strengthens our business and enhances the experience we deliver to our customers. All applications are considered on the basis of merit, qualifications and business need.