AU Dayshift Service coordinator (Permanent AU Remote/WFH - Philippines)

Job Description

This is a remote position.

AU Dayshift Service coordinator (Permanent AU Remote/WFH - Philippines)

Service Coordinator

Location: (HQ : WA) / Remote-WFH Philippines

Employment: Full-Time

Industry: HVAC / Service-Based Works

Reports to: Managing Director

Why Join Us?
You’ll be joining a proudly West Australian-owned and operated family business** where you’ll be an important part of a close-knit team.

We offer:

• Competitive remuneration based on experience.
  
• Great team environment.
  
• AU Standard business hours (8-4pm Sydney and maybe after hours support - time is flexible)
  
• A hands-on role with regular interaction with field technicians and customers.
  
• Opportunity to contribute to improving service operations and customer experience.
  

About the Role

We are looking for a highly organised, customer-focused Service Coordinator to join our team remotely from the PH to support our team in Yangebup, WA.

As the Service Coordinator, you will play a critical role in keeping our field service operations running smoothly. You’ll coordinate technicians, manage schedules, communicate with customers and suppliers, and ensure service jobs are followed through from initial request to completion.

You’ll be the central point of contact between customers, technicians, suppliers, sales, finance and operations, making sure everyone has the information they need and that our technicians have a continuous flow of productive work.

This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent customer service.

What You'll Be Doing

Service Coordination

• Schedule and dispatch technicians and service personnel.
  
• Coordinate daily work schedules and allocate resources effectively.
  
• Monitor service requests from receipt through to completion.
  
• Prioritise urgent and high-impact service issues.
  
• Ensure technicians have the information, parts and resources required to complete jobs.
  

Customer Service

• Act as the primary contact for customer enquiries.
  
• Keep customers informed about job progress and expected completion times.
  
• Resolve customer concerns and escalate issues when required.
  
• Build and maintain strong, positive customer relationships.
  

Administration & Systems

• Create and manage work orders.
  
• Maintain accurate service records and documentation.
  
• Process quotations, purchase orders, invoices and service reports where required.
  
• Keep customer and asset information up to date in management systems.
  
• Assist the accounting team with relevant enquiries.
  

Communication & Coordination

• Liaise with technicians regarding schedules, parts and job requirements.
  
• Coordinate with suppliers regarding parts and equipment availability.
  
• Work closely with Sales, Finance and Operations to ensure smooth service delivery.
  

Performance & Process Improvement

• Track service KPIs, including response times, completion rates and customer satisfaction.
  
• Prepare regular service reports.
  
• Identify opportunities to improve service delivery processes and operational efficiency.
  

Compliance

• Ensure work is completed in accordance with company policies and procedures.
  
• Support workplace health and safety requirements.
  
• Maintain confidentiality of customer and company information.
  

What We're Looking For

We're looking for someone who is organised, analytical, dependable and confident under pressure.

Essential Skills & Experience

• Previous experience in service coordination, scheduling or customer service.
  
• Strong analytical and problem-solving ability.
  
• Ability to manage multiple priorities in a fast-paced environment.
  
• Excellent organisational and time-management skills.
  
• High level of computer literacy, including Microsoft Office.
  
• Strong customer management skills.
  
• Excellent verbal and written communication skills.
  
• Strong active listening and empathy when dealing with customers.
  
• High level of honesty and integrity.
  
• Process-driven with exceptional attention to detail and accuracy.
  
• Ability to work independently with minimal supervision.
  
• Results-oriented mindset.
  
• Ability and drive to work effectively under pressure and meet time constraints.
  

Desirable

It would be advantageous if you have:

• Experience using a computerised scheduling or service management system.
  
• Experience in the **HVAC industry or other service-based environment**.
  
• Previous experience coordinating technicians and scheduling field works.
  
• Refrigeration & Air-Conditioning certification or related qualifications.
  

The Ideal Candidate

You're someone who can **keep calm when things get busy, make accurate decisions quickly, and keep multiple moving parts organised.

You enjoy coordinating people and resources, communicating with customers, solving problems and making sure jobs don't fall through the cracks.

If you're proactive, detail-oriented and take ownership of getting things done, we'd love to hear from you.

Apply Now!!

If you're ready to take on a key role in a growing service operation and become an integral part of our team, apply now with your resume and cover letter via paula.v@scale-x.biz

Requirements
KNOWLEDGE/SKILLS/EXPERIENCE Essential Technical Analytical Ability – able to identify and resolve problems / understand key processes Previous experience in a service coordination, scheduling, or customer service role. Ability to manage multiple priorities in a fast-paced environment. High level of computer literacy, including Microsoft Office. Excellent organisational and time management skills. Excellent customer management skills Personal Strong communication skills and active listening Empathy with the customers Absolute honesty and integrity Process driven with an excellent eye for detail and accuracy Ability to work with minimal supervision Results orientated Ability and drive to work under pressure and with time constraints Desirable Previous experience using or equivalent computer scheduling system. Experience working within the HVAC industry or service-based works. Experience in coordinating technicians and scheduling of works. Any certification in Refrigeration & Air-Conditionin