Service Manager - Field Service Coordinator

About the role

A leading international hoist manufacturer based in Truganina, VIC, is looking for a Service Manager to coordinate a team of mobile field technicians who carry out repair, maintenance and warranty work on industrial lifting equipment. This is an office-based, desk-based coordination role reporting to the Operations Manager; it is not a hands-on servicing position.

Key responsibilities

• Coordinate daily field service operations, including technician dispatch, job scheduling, prioritisation and work allocation across customer sites
• Manage changing schedules and priorities, finding practical solutions when plans change
• Act as the central contact between technicians, customers and the office team by phone and email
• Oversee the warranty claims process and liaise with suppliers and manufacturers
• Prepare service quotes and support revenue growth through maintenance agreements, upgrades and additional services
• Report on team KPIs, job completion rates, warranty metrics and customer feedback
• Guide the field service and customer service team and maintain WHS documentation and compliance, including safety briefings and compliance checks
• Escalate complex customer issues and build relationships with key customers

Required profile

• Strong background in administration, service coordination, dispatch or scheduling, ideally in a technical, trade or industrial environment
• Proven experience coordinating field technicians or a mobile workforce (highly desirable)
• Excellent problem-solving and critical thinking, able to handle competing priorities under pressure
• Confident working full time across the phone and computer, with strong attention to detail
• Excellent organisational, communication and customer service skills, able to manage difficult situations professionally
• Some knowledge of hoists, lifting equipment or a workshop environment is a bonus but not essential

Required skills

• Field service management software
• Job management systems
• CRM
• Scheduling tools

What we offer

• Salary of $90,000 to $95,000 per year plus superannuation, negotiable based on experience
• Stable Monday to Friday hours with no weekend work required
• Full training and support from day one
• Regular team lunches and events