Workload and Office Administrator

The Workload and Office Administrator responsible for ensuring the efficient administration and coordination of basic service activities across Australia and New Zealand. The role acts as the point of contact for service scheduling, customer communication, travel coordination, service ticket administration, spare parts logistics and warehouse administration.

This role enables Field Service Technicians & Engineers to focus on technical service delivery by ensuring jobs are accurately planned, parts are available, customer communication is maintained, travel arrangements are completed, service records are closed and updated in a timely manner.

The position is highly administrative in nature and does not include technical diagnosis, troubleshooting, repair responsibilities or any technical, engineering experience or training.

Service Coordination & Scheduling

• Create, schedule and manage service tickets for:
• Preventative Maintenance visits
• Installations
• Breakdowns
• Site Surveys
• Upgrades
• Commissioning visits
• Coordinate engineer schedules (in consultation with Service Management).
• Work with customers to confirm service dates and site access requirements.
• Ensure all job information is complete and accurate before engineer attendance.
• Update Field staff calendar with client location.
• Monitor upcoming service requirements and proactively plan activities.

Customer Communication

• Act as the administrative contact for field service-related enquiries.
• Respond promptly to customer emails and phone enquiries.
• Confirm service bookings and attendance details with customers.
• Follow up customers after service visits to:
• Confirm completion
• Resolve open actions
• Identify repeat service requirements
• Ensure customer satisfaction
• Escalate customer concerns to the appropriate Service Manager where required.
• Maintain professional communication standards that support excellent customer experience.

Service Ticket Management

• Raise service tickets accurately within the ERP system from templates.
• Ensure all required information is entered correctly including:
• Site details
• Product information
• Serial number
• Service type
• Customer contacts
• Monitor ticket progress through completion.
• Review engineer reports for completeness only.
• Close service tickets in accordance with company procedures.
• Maintain accurate service history records and documentation.
• CRM enter additional parts/ service or sales opportunities raised in the service report
• Support service reporting and KPI tracking.

Travel & Logistics Coordination

• Arrange:
• Flights
• Accommodation
• Vehicle hire
• Regional transport requirements
• Ensure travel bookings align with company travel policies.
• Obtain competitive pricing and seek cost-effective travel solutions.
• Coordinate travel changes due to service schedule adjustments.
• Ensure engineers receive full travel itineraries and site access information.

Parts Administration & Inventory Support

• Arrange parts for upcoming service activities.
• Order spare parts and PM kits from Peak HQ.
• Track incoming parts and expected delivery dates.
• Maintain communication with HQ regarding shipment status.
• Coordinate warranty and replacement part requests.
• Ensure parts are available before scheduled service events.
• Monitor local spare parts inventory levels.

Warehouse & Shipping Coordination

• Pick, pack and dispatch parts to customers and field staff.
• Coordinate freight bookings through approved logistics providers.
• Track shipments and provide delivery updates to customers.
• Manage goods receipt and stock allocation.
• Maintain warehouse organisation and stock accuracy.
• Support annual stock takes and inventory audits.
• Ensure shipping documentation is completed correctly.

Systems & Reporting Administration

• Maintain accurate records in SAGE, SAP, CRM or future ERP systems.
• Ensure customer and equipment records remain up to date.
• Maintain filing of:
• Service reports
• Site surveys
• Commissioning documents
• Customer correspondence
• Provide administrative support to the wider Service Delivery team.
• Fill monthly service activity report
• Facilitate any data requests of head quarters

Key Performance Indicators (KPIs)Service Administration

• Service ticket closure within agreed SLA.
• Customer response time.

Scheduling

• Service jobs scheduled within target timeframes.
• Service readiness prior to attendance.

Logistics

• On-time parts dispatch.
• Warehouse stock accuracy.
• Parts availability for scheduled service work.

Customer Experience

• Customer follow-up completion rate.
• Customer satisfaction feedback.
• Professional and timely customer communication.

Skills & ExperienceEssential

• Previous experience in:
• Service coordination
• Customer service administration
• Logistics coordination
• Scheduling or operations support
• Experience using ERP, CRM or service management systems.
• Strong Microsoft Office skills.
• Excellent organisational and planning ability.
• High level of attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities simultaneously.

Desirable

• Experience in a field service organisation.
• Experience with SAGE, SAP, Salesforce or similar systems.
• Warehouse or inventory administration experience.
• Freight and logistics coordination experience.
• Experience supporting engineers or technical personnel.

Personal Attributes

• Customer-focused.
• Highly organised and methodical.
• Strong sense of ownership and accountability.
• Proactive and solutions-oriented.
• Able to work independently.
• Calm under pressure.
• Team-oriented with strong collaboration skills.
• Committed to accuracy and continuous improvement.

Pay: From $60,000.00 per year

Application Question(s):

• Can you travel 9-5 pm Monday to Friday?

Location:

• Port Melbourne VIC 3207 (Required)

Work Location: In person

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