Service Operations Specialist

POSITION TITLE: Service Operations Specialist DIVISION: Service REPORTING TO: Service Manager LOCATION: Head Office (87 Wanneroo Road, Tuart Hill) PROBATIONARY PERIOD: First six (6) months of employment. WORK HOURS: Full time (Monday–Friday), 80 hours per fortnight. Standard hours 8:00am–4:30pm, with after hours ad hoc. ABOUT BLUEFORCE Blueforce is a leading integrator of security, life safety and connectivity solutions across Australia, including security systems, access control, CCTV, intercom, media integration and medical alarms. Our services deliver to all markets, including residential, commercial, aged care, health and industrial. We make a difference for our customers by delivering solutions to substantially improve their security, productivity and wellbeing. We make a difference for our staff by investing heavily in skills development and a dynamic and rewarding workplace. We make a difference in our community by being actively involved in youth development, voluntary work and social initiatives. POSITION DESCRIPTION Reporting to the Service Manager, you will be responsible for coordinating service and maintenance work for Blueforce’s busy service department, working closely with the Service Manager, Service Administrator and Service Technicians. You will be required to work flexibly, efficiently and adapt to changing priorities within a dynamic office environment. The Service Operations Specialist will be highly detail-focused, with a professional and confident telephone manner and exceptionally strong customer service skills. They will possess the ability to problem solve and manage competing priorities whilst delivering outstanding results to internal and external stakeholders. KEY RESPONSIBILITIES Service Dispatch Schedule service and maintenance jobs via our business management software SimPRO. Schedule and manage small to medium projects. Handle inbound and outbound service calls via phone and email. Process customer work orders, including scheduling and closing off once completed. Set up and maintain procedures for tracking incoming and outgoing product and parts. Book and prepare technicians as needed for day-to-day running of the service department. Order and manage equipment and parts for the service department. Ongoing review of procedures and workflow to ensure the efficient delivery of services. Assist the Service Manager with forecasts and budgets. General Maintain cleanliness and safe operation of all company assets, equipment and working areas. Filing and maintenance of paperwork. Other duties as directed by the Service Manager and/or Operations Manager. KEY QUALITIES Qualifications (Essential) Possess a current and valid WA Driver’s Licence. Qualities & Competencies (Essential) Proven experience in a similar role. Proven experience with Microsoft Office (including Word, Excel, Outlook). Demonstrate excellent attention to detail. Demonstrate a professional and confident telephone manner. Demonstrate excellent interpersonal and communication skills. Demonstrate proficiency in keyboard, word processing and computing skills. Demonstrate a strong customer service ethic and commitment to see jobs and tasks completed. Demonstrate ongoing professional personal presentation. Ability to work both autonomously and as an effective team member. Ability to handle and solve customer and supplier enquiries and concerns. Ability to work under pressure while remaining accurate in all duties. Ability to identify, manage and adapt to changing priorities. Proactive in ensuring all tasks are undertaken in accordance with Company Policies and Procedures. Proactive in ensuring all tasks are undertaken in the most effective and efficient manner. Qualities & Competencies (Desirable) Holds a valid WA Security Licence. Technical security knowledge. Proven quoting experience. Proven experience in a previous administration or service coordination role. Proven business process improvement experience. Prior knowledge of working with SimPRO. Prior experience working in the security or service-based industries. Proven experience and familiarity with relevant products and systems. #J-18808-Ljbffr