Trainee Service Support Coordinator

Permanent full-time Trainee Service Support Coordinator QLD
Join our Queensland team and enjoy a lengthy career at Equans ANZ – A proud world leader in technical services

About Us

Equans Australia and New Zealand delivers integrated, multi-disciplinary technical solutions and facility management services with the aim to provide superior value to all stakeholders using a using an integrated facilities and project management approach. Find out more about Equans ANZ by visiting equans.com.au.

The primary purpose of this role is to provide full administrative support to the business’ day to day operations and to complete a traineeship in Certificate III in Business Administration. The role be primarily supporting the Fire & Mechanical Services business unit and will also provide secondary support to the Electrical and Communications Division.

Responsibilities

The Trainee Service Support Coordinator is expected to carry out the duties listed below under the supervision of a manager or suitably qualified person:

Customer Service

• Professionally answer inbound phone calls and answer queries, take messages or direct calls as appropriate, with a high level of customer service to all internal and external customers.
• Monitoring of the Service Inbox (first line of contact for all customer enquiries).

Scheduling and Technician Coordination

• Scheduling Technician weekly Preventative Maintenance (PM’) runs.
• Raising ‘Do and Charge Calls (D&C’) and scheduling Technicians for all D&C and Quoted Works (‘QU’) – Local and National customers (all repair works).
• Updating the ‘On Call Roster’ weekly.
• Processing and approving Technician timesheets and escalating to supervisors where required.
• Monitoring Technician correct usage of Click FSE (service reports being uploaded to call, timesheets being completed on the call while on the site, etc.

Reporting/Management of Customer Portals/WIP Management

• Uploading PM service reports, documentation and invoices to local customer portals/ issuing via email / per customer requirements.
• Running decline reports, review and action any issues within the local branch and action call escalation screens.
• Reviewing Open Call reports, sending open calls to Technicians to complete, clearing Aged WIP.
• Running and distributing Aged WIP, Open Call and Backlog reports for all contracts and driving completion.
• Updating customer portals – accepting repair work orders, updating/comments, uploading.

Invoicing

• Act as the first point of contact for local contract invoice rejections and resolving issues to get invoices paid.
• Invoice all completed PM, CO and QU jobs by end of month.
• Handling all credit request queries and obtaining management approval to process and processing all approved local credits.

Subcontractor Management

• Issuing monthly POs to subcontractors and scheduling subcontractor PM Calls along with D&C/QU works
• Assist with subcontractor invoice processing – vetting, receipting & uploading of reports (issuing invoice to CAPPS on completion).

General
Approving asset captures in Click FSE and managing asset capture processes.

• Procuring materials for all repair works (D&C and QU).
• Managing all staff inductions and Technician licenses.
• Assisting with fleet management.
• Ordering and receipting stationary, PPE/Uniforms, logbooks, hire equipment – gas bottles, etc.
• Managing inventory / warehouse stock process.
• General office administration duties.

Traineeship Responsibilities

• Complete all learning modules and assessments required in accordance with the traineeship contract and training plan.
• Attend all training as required by the RTO (Registered Training Organisation).
• Actively participate in on the job learning and formal training.

Qualifications, Skills & Experience

Level of Education

• Year 12 Certificate (Desirable)
• Completion of Certificate III in Business Administration or equivalent (Mandatory)

Knowledge, Skills and Experience

• Basic Skills in Microsoft Office Suite (Outlook, Word, Excel – Intermediate Skills) (Mandatory)
• Ability to understand and follow verbal and written instructions. (Mandatory)
• Basic problem solving skills and the ability to take initiative when appropriate (Mandatory)
• Ability to plan and prioritise tasks to meet deadlines. (Mandatory)
• Customer service orientated.
• 12 months previous experience in administration (Desirable)

Next steps
If you are interested in this role, please apply with an up-to-date resume.
Please note that we can only accept applications from those with full, unrestricted working rights in Australia.
Equans is an EEO employer, where all applicants are treated with fairness and respect and have equal access to the opportunities available.