Field Service Coordinator
vor 23 Stunden
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Established in 1987, LAF technologies has emerged as a premier supplier and service provider specialising in contamination control, scientific instrumentation, particle measurement, environmental monitoring, and laboratory equipment across Australasia.
Our NATA accreditation and comprehensive range of certifications, including ISO 17025, ISO 9001, ISO 14001, and ISO 45001, underscore our commitment to quality assurance and operational excellence.
The opportunity The Field Service Coordinator is primarily responsible for contributing to LAF technologies (LAFtech) revenue and customer satisfaction goals by optimizing the scheduling of resources to ensure efficient, timely, and smooth service delivery, while balancing customer needs, resource availability, and operational efficiency.
They play a lead role in positioning LAFtech as a leading Australasian supplier, building brand awareness, reputation management and work collaboratively across the business to drive financial performance and a superior customer experience.
Based at our new facility in Boronia, you will:
Locate sources of information that may be required to develop product and service expertise, develop and maintain an understanding of company policies, procedures and product knowledge and prepare resources to be able to respond to customer queries promptly.Engage with customers by telephone and email in a professional and friendly manner making them a priority over other workplace duties to contribute to a service focused organisational culture.Establish and clarify customer needs, provide responsive, courteous, helpful advice on products and services, arrange service appointments giving consideration to maximising value and service delivery experience to customers and optimising service technician allocation and scheduling.Identify source of customer dissatisfaction, resolve enquiries and problems by seeking appropriate solutions in accordance with company policies and procedures and escalate enquiries or issues that cannot be satisfied immediately.
Identify opportunities to enhance customer service experience.Process and maintain customer product and service delivery history including scheduling and resource information in business information systems, identify and rectify incorrect data and processing errors.
Produce periodical reports as required.In addition, you will:
Contribute to specialised projects, process improvement and other initiatives including customer engagement, technology solutions and enhanced reporting requirements.Participate in the development and implementation of specific health, safety and wellbeing hazard and risk management strategies, cooperate with any directions and procedures, report all injuries, illness, near misses and hazards and complete health and wellbeing training initiatives.Communicate effectively, share information and work cooperatively with team members to contribute to the achievement of individual, team and organisational goals and customer experience.Qualifications: Certificate III in Business or equivalent experience.Experience: 3 years customer service experience in a scheduling or appointment setting role preferably in environmental or scientific industries.Solid working knowledge of NATA and quality management systems desirable.Experience with Microsoft 365, productivity tools and Customer Relationship Management (CRM), MYOB Acumatica would be advantageous.Visit us on the web: Please apply by submitting your resume, with a cover letter telling us about your background, skills and experience, to the attention of Brad Green, National Service Manager.
Applications close 17 January 2025 Please apply as soon as possible if you are interested in working with us, we will commence interviewing shortly.
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Your application will include the following questions:
Are you eligible for employment in Australia?
If so, on what basis?How many years experience do you have working in a scheduling/customer service role?How many years experience do you have using MYOB Acumatica or scheduling CRM system? #J-18808-Ljbffr
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