Service Coordinator

 

 

NAVASKA PTY LTD TRADING AS NAVASKA | ACN 137 996 555 | ABN 53 137 996 555 | ARC AU25833

POSITION DESCRIPTION – SERVICE COORDINATOR Company Navaska Pty Ltd trading as Navaska Department Service Department

Position Title Service Coordinator Status / Location Full time | Murarrie / Service Department

Reports To Service Manager Functional Support Finance Manager for WIP, service reporting, invoicing governance and administration time capture

Role Holder Nicole Clarke Prepared By / Reviewing Manager

Ross McLennan / Service Manager / Finance Manager

Document Purpose

Define expanded service coordination, operational control, reporting, WIP, invoicing and implementation responsibilities.

Version Draft for management review

 

Role intent: Support the Service Manager by strengthening daily service coordination, WIP and invoice governance, client and asset data accuracy, service reporting, technician productivity visibility and Dynamics 365 / Business Central implementation readiness.

1. Summary of Position and Business Outcome The Service Coordinator is responsible for supporting the efficient operation of the Service Department from service request through scheduling, field execution, WIP review, invoice readiness, reporting and system improvement.

The role has expanded beyond routine scheduling to provide stronger operational control, better hand-offs between Service and Finance, clearer service documentation, and improved performance visibility for the Service Manager.

2. Required Role Outcomes

Outcome Required Result

Service operating discipline Daily scheduling, service call creation, client updates, technician support and escalation routines are controlled and visible.

Invoice readiness and WIP control Completed and open service calls are reviewed weekly so labour, materials, resolutions, committed costs and supporting evidence are checked before AR handover.

Commercial visibility Client profitability, supervisor performance, technician productivity, MCC reporting and service revenue information are available for review.

Accurate service records Client cards, site details, assets, equipment records, registers, tools and cylinder information are maintained accurately.

System implementation readiness Current processes, gaps and requirements are documented and used to support Dynamics 365 / Business Central implementation, testing and staff adoption.

 

 

 

 

NAVASKA PTY LTD TRADING AS NAVASKA | ACN 137 996 555 | ABN 53 137 996 555 | ARC AU25833

3. Core Duties and Responsibilities

Service Coordination and Scheduling

• Coordinate and schedule technicians and service personnel across breakdowns, preventative maintenance, quoted works, MCCs, maintenance contracts, warranty, DLP, rework and internal jobs.

• Receive, review and allocate incoming service requests based on urgency, client priority, technician skill, location and workload.

• Monitor schedule changes, urgent work, access issues and client commitments, escalating constraints to the Service Manager.

• Ensure RDO swaps or roster changes are approved by the Service Manager before being actioned.

Client Communication and Service Administration

• Act as a professional point of contact between clients, technicians, supervisors and the Service Department. • Maintain accurate client cards, site details, contact records, asset records and equipment registers. • Follow up service call information, job status updates, missing documentation and client service requirements. • Assist with client enquiries, service updates and escalation of client concerns.

WIP, Invoice Readiness and Service Call Audit

• Review WIP reports weekly with the Service Manager, supervisors and AR to identify completed service calls, blocked jobs and calls requiring follow-up.

• Audit completed service calls before invoicing to confirm labour, materials, supplier costs, subcontractor costs, purchase orders, resolutions and supporting evidence are complete.

• Check technician notes and invoice narratives are clear enough to support client billing and reduce AR follow-up. • Escalate missing labour entries, unclear resolutions, outstanding materials or unresolved costs to the relevant supervisor

or Service Manager.

Reporting and Performance Visibility

• Assist with service reporting for the Service Manager, including revenue, WIP, productivity, supervisor profitability, client performance and MCC reporting.

• Support reporting on client profitability, technician productivity, non-billable time, client assets and service activity. • Assist with identifying low margin clients, high administration load, incomplete records, service bottlenecks and margin

leakage. • Prepare or maintain data required for management review, monthly reporting and Service Department performance

discussions.

MCC, Asset and Maintenance Contract Support

• Assist with MCC setup, maintenance contract administration and related client reporting. • Support reporting that separates MCC activity from general service work where required. • Maintain accurate asset and equipment data to support client reporting, maintenance planning and service history. • Assist with analysis of labour, materials, subcontractor and other costs by client, call type or service category.

Purchase Orders, Supplier Costs and Goods Received Support

• Generate purchase orders where authorised and ensure they are linked to the correct service call, job or client work. • Assist with tracking supplier invoices, delivery dockets, goods received records and committed costs that affect invoicing

or WIP. • Follow up outstanding supplier information where it delays invoicing, job closure or margin reporting. • Escalate incorrect job allocations, missing POs or cost issues to the Service Manager, AP or Finance as required.

Timesheet and Labour Record Control • Assist with reviewing technician and administration time entries where they affect service calls, WIP, invoice readiness or

reporting. • Identify chargeable, non-chargeable, warranty, DLP, rework, quoted, variation or internal labour where required for

reporting and job control. • Support correction of unclear labour records, missing notes or incomplete service narratives. • Assist with administration time coding and reporting where required.

Dynamics 365 / Business Central Implementation Support

• Document current Service Department workflows, pain points, workarounds, hand-offs and system gaps.

 

 

 

NAVASKA PTY LTD TRADING AS NAVASKA | ACN 137 996 555 | ABN 53 137 996 555 | ARC AU25833

• Participate in project workshops, testing, process reviews and user acceptance activities. • Support data validation, client record review, asset data checking and migration readiness activities. • Assist with preparing user guides, training notes, process instructions and post-implementation improvement actions. • Support staff adoption by helping explain new processes and reinforcing correct system use.

QA, Safety, Registers and Documentation

• Improve service documentation, QA records, safety related administration and filing discipline. • Maintain company registers, asset lists, stocktake records, tools, equipment and refrigerant cylinder records. • Assist with regular stocktakes and audits as directed. • Ensure service records, client documents, quotes, job evidence and close-out records are filed in the correct location.

Service Manager Support and Departmental Control • Assist the Service Manager with administrative duties, reporting, action registers, follow-up tasks and operational analysis. • Support clearer hand-offs between Service, supervisors, technicians, AR, AP, Finance and management. • Assist with documenting Service Department responsibilities, decision points, workflows and escalation requirements. • Provide reliable information to support operational, financial and client decisions.

4. Reporting Rhythm and Evidence Requirements

Report / Routine Frequency Owner / Support Core Evidence / Output

Daily service scheduling review

Daily Service Coordinator / Service Manager

Technician allocation, urgent calls, client commitments, access issues and escalation items.

WIP and invoice readiness review

Weekly Service Coordinator / Service Manager / Supervisors / AR

Open calls, completed-not-invoiced calls, missing labour, materials, committed costs and resolution follow-up.

Completed service call audit

Weekly and EOM

Service Coordinator / Supervisors

Labour, materials, supplier costs, subcontractors, notes and invoice narrative checked before AR handover.

Service performance reporting

Monthly or as required

Service Coordinator / Finance

Client revenue, technician productivity, supervisor profitability, MCC reporting and service activity summaries.

Systems implementation actions

As required during project

Service Coordinator / Project Team

Process notes, issues log, user testing feedback, data validation and training support.

 

5. Authority and Decision Making The Service Coordinator may schedule and coordinate service work within approved Service Department parameters, update client and service records, generate purchase orders where authorised, prepare reports and follow up missing information required for service completion, invoicing, WIP review and reporting.

The Service Coordinator must seek approval from the Service Manager for roster or RDO changes, significant scheduling priority changes, client disputes, high-risk complaints, commercial issues, write-offs, no charge decisions, workflow changes or system changes that affect department controls.

6. Key Performance Indicators

Area Indicative Measure

 

 

 

NAVASKA PTY LTD TRADING AS NAVASKA | ACN 137 996 555 | ABN 53 137 996 555 | ARC AU25833

Area Indicative Measure

Scheduling effectiveness Service calls scheduled promptly, urgent work escalated, technician workload visible and schedule changes clearly communicated.

WIP and invoicing control Weekly WIP review completed, completed calls audited and invoicing delays caused by incomplete service information reduced.

Data accuracy Client records, assets, service calls, registers and equipment records maintained accurately and updated in a timely manner.

Reporting discipline Service reports, productivity reports, client or MCC data and Service Manager information prepared accurately and on time.

System implementation support Process documentation, testing feedback, data checking and training support completed as assigned.

Communication and teamwork Clients, technicians, supervisors, Service Manager, AR, AP and Finance receive clear, professional and timely communication.

 

7. Qualifications, Skills and Required Behaviours • Minimum three years of experience in service coordination, service administration or a similar operational support role. • Strong Microsoft Office skills, especially Outlook, Excel and Word. • Experience with ERP, service management or field service systems such as Dynamics 365, Business Central, Wennsoft,

SAP or similar is highly regarded. • Strong customer service, communication, organisation, time management and problem-solving skills. • High attention to detail and ability to work under pressure with competing priorities. • Understanding of HVACR, refrigeration, field service, maintenance contracts, MCCs or service delivery processes is highly

regarded. • Current Australian driver licence.

8. Acknowledgement The Employee acknowledges that the above position description reflects the expanded duties and responsibilities attached to the revised remuneration and position change.

Employee Name: Nicole Clarke Manager / Company Representative: Ross McLennan

Signature: Signature:

Date: Date: