Service Coordinator

Temperature Solutions is a proudly West Australian-owned and operated family business, offering an exciting opportunity to join a dedicated team committed to delivering high-quality heating, ventilation, air conditioning (HVAC), and refrigeration solutions across Western Australia.

The Service Coordinator is responsible for coordinating service delivery activities, scheduling resources, managing customer communications, and ensuring service requests are completed efficiently and to a high standard. The role acts as the central point of contact between customers, technicians, suppliers, and internal stakeholders to ensure excellent customer service and operational efficiency.

Principal duties include, but are not limited to:

Service Coordination

Schedule and dispatch technicians or service personnel.

Coordinate daily work schedules and allocate resources.

Monitor service requests from receipt through to completion.

Prioritise urgent or high-impact service issues.

Customer Service

Act as the primary contact for customer enquiries.

Provide updates on job progress and expected completion times.

Resolve customer issues or escalate where appropriate.

Build and maintain positive customer relationships.

Administration

Create and manage work orders.

Maintain accurate service records and documentation.

Process quotations, purchase orders, invoices, and service reports where required.

Update customer and asset information in management systems.

Assisting the accounting department with any inquires.

Communication

Liaise with technicians regarding schedules, parts, and job requirements.

Coordinate with suppliers for parts and equipment availability.

Communicate effectively with internal departments including sales, finance, and operations.

Performance Monitoring

Ensure work complies with company policies and procedures.

Support health and safety requirements.

Maintain confidentiality of customer and company information.

Compliance

Ensure work complies with company policies and procedures.

Support health and safety requirements.

Maintain confidentiality of customer and company information.

KNOWLEDGE/SKILLS/EXPERIENCE

Essential

Technical

Analytical Ability – able to identify and resolve problems / understand key processes

Previous experience in a service coordination, scheduling, or customer service role.

Ability to manage multiple priorities in a fast-paced environment.

High level of computer literacy, including Microsoft Office.

Excellent organisational and time management skills.

Excellent customer management skills

Personal

Strong communication skills and active listening

Empathy with the customers

Absolute honesty and integrity

Process driven with an excellent eye for detail and accuracy

Ability to work with minimal supervision

Results orientated

Ability and drive to work under pressure and with time constraints

Desirable

Previous experience using or equivalent computer scheduling system.

Experience working within the HVAC industry or service-based works.

Experience in coordinating technicians and scheduling of works.

Any certification in Refrigeration & Air-Conditioning