Trainee Service Support Coordinator

Trainee Service Support Coordinator

Company: EQUANS Location: Capalaba Work Type: Full-time Work Arrangement: Onsite

Join Equans ANZ, a world leader in technical services, and embark on a long-term career in our Queensland team. Equans Australia and New Zealand specialises in integrated, multi-disciplinary technical solutions and facility management, employing an integrated facilities and project management approach to deliver superior value. Learn more about Equans ANZ at equans.com.au.

This role's primary objective is to provide comprehensive administrative support for the business's daily operations, alongside completing a traineeship in Certificate III in Business Administration. You will predominantly support the Fire & Mechanical Services business unit, with secondary support for the Electrical and Communications Division.

Responsibilities

Under the supervision of a manager or suitably qualified individual, you will undertake the following duties:

• Customer Service
• Professionally manage inbound phone calls, addressing queries, taking messages, or directing calls appropriately, ensuring a high standard of customer service for all internal and external customers.
• Monitor the Service Inbox, serving as the initial point of contact for all customer inquiries.
• Scheduling and Technician Coordination
• Schedule weekly Preventative Maintenance (PM) runs for technicians.
• Raise ‘Do and Charge Calls (D&C)’ and schedule technicians for all D&C and Quoted Works (‘QU’) for local and national customers.
• Update the ‘On Call Roster’ weekly.
• Process and approve technician timesheets, escalating to supervisors as needed.
• Monitor technician adherence to Click FSE guidelines, ensuring service reports are uploaded to calls and timesheets are completed on-site.
• Reporting/Management of Customer Portals/WIP Management
• Upload PM service reports, documentation, and invoices to local customer portals or issue via email as per customer requirements.
• Run decline reports, review, and action any issues within the local branch, and manage call escalation screens.
• Review Open Call reports, send open calls to technicians for completion, and clear Aged WIP.
• Generate and distribute Aged WIP, Open Call, and Backlog reports for all contracts, driving completion.
• Update customer portals by accepting repair work orders, adding comments, and uploading information.
• Invoicing
• Act as the first point of contact for local contract invoice rejections, resolving issues to facilitate payment.
• Invoice all completed PM, CO, and QU jobs by the end of each month.
• Handle all credit request queries, obtain management approval, and process all approved local credits.
• Subcontractor Management
• Issue monthly POs to subcontractors and schedule subcontractor PM Calls, along with D&C/QU works.
• Assist with subcontractor invoice processing, including vetting, receipting, and uploading reports, and issuing invoices to CAPPS upon completion.
• General Duties
• Approve asset captures in Click FSE and manage asset capture processes.
• Procure materials for all repair works (D&C and QU).
• Manage all staff inductions and technician licenses.
• Assist with fleet management.
• Order and receipt stationery, PPE/Uniforms, logbooks, and hire equipment such as gas bottles.
• Manage inventory and warehouse stock processes.
• Perform general office administration duties.

Traineeship Responsibilities

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

Qualifications, Skills & Experience

• Education Level: 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 orientation.
• 12 months previous experience in administration (Desirable).

Next Steps

If you are interested in this role, please submit an up-to-date resume with your application.

Please note that applications will only be accepted from individuals with full, unrestricted working rights in Australia.

Equans is an EEO employer, committed to fairness, respect, and equal access to opportunities for all applicants.