Job Description

Reactive Maintenance Coordinator - 6 Month FTC

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Job no: 540298
n Work type: Fixed Term Contract
n Location: Melbourne
n Categories: Facility Management/Engineering, Customer Service

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We're Hiring: Reactive Maintenance Coordinator

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Location: Melbourne, VIC

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Employment Type: Full-time

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Industry: Maintenance, Technical Trades, Facility Management, Customer Service

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Salary: Competitive Package on offer

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Be part of something bigger. Be part of ISS.

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This role is ideal for someone with a trade background or strong technical services knowledge who is ready to move into a coordination, triage and service delivery role. You may be an electrician, HVAC/refrigeration technician, building services technician, maintenance planner, technical scheduler or experienced service coordinator who understands how reactive works are assessed, prioritised, allocated and closed out safely and on time.

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The role supports Facilities Managers by maintaining real-time visibility of work task status, identifying jobs at risk of SLA or KPI breach, escalating issues, chasing suppliers and quotations, and providing accurate and timely updates to Facilities Managers, customers and end users.

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About the Role

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This position acts as the central coordination and first technical point of call for reactive maintenance works, requiring end-to-end oversight of work tasks raised across a range of industry and household recognised brands in Telecommunications, Banking and Finance, and Manufacturing. Located with the National Contact Centre team, the role helps ensure reactive works are correctly understood, prioritised, allocated to the right supplier or technician, then monitored through to completion,



and escalated wherever a delivery risk may exist.

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The successful candidate will bring practical technical judgement to the work order process, helping distinguish urgent technical faults from routine maintenance requests, clarify job scope, identify missing information, and support effective dispatch decisions across electrical, HVAC, mechanical, hydraulic, fire, building fabric and general maintenance categories.

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What you'll do

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- Technical Works Managementn n
- Monitor reactive works from diagnosis and creation through attendance, quotation, approval, completion and close-out.
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- Identify jobs at risk of SLA or KPI breach and escalated early with clear recommended actions.
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- Maintain accurate work order records, including priority, status, technical notes, jeopardy updates and customer communications.
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- Maintain a live jeopardy register or dashboard for at-risk (all priority levels as per relevant contract KPI matrix).
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- Ensure on-time supplier attendance, complete service reports that correctly evidence the works have been performed, any safety information is provided, manage quotations required and any evidence required for completion is attached to the relevant work orders.
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- Meet with supplier representatives, as required, alongside supplier performance manager.
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- Understand the technical scope of delivery and ensure that the works performance is managed in line with these requirements while adhering to the appropriate well-defined budget controls.
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- Workorder / Task Managementn

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- Apply technical judgement to triage incoming reactive maintenance requests and confirm the likely trade, priority and next action required.
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- Clarify job scope by asking the right technical questions before dispatch, reducing repeat visits, incorrect allocations and avoidable delays.
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- Allocate work to appropriate suppliers or technicians based on trade type, urgency, location, contract requirements and service level obligations.
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- Manage reactive work order lifecycle from task creation and assignment through to completion and closure.
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- Monitor all active works across priority levels to ensure compliance with KPIs, SLAs and escalation pathways.
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- Identify and resolve blockers for tasks at risk due to access issues, supplier delays, approvals or quotation delays.
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- Ensure timely supplier performance by securing attendance, updates, completion details, service reports and quotes, escalating non-performance when required.
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- Provide structured stakeholder updates on task status, risks, required actions and expected completion timeframes, acting as a first escalation point for complex issues.
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- Maintain accurate task records including prioritisation, status updates and jeopardy reporting across internal and external systems.
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- Customer Servicen

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- Represent ISS as a skilled, solutions-focused partner supporting technical service delivery and contract performance.
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- Build strong stakeholder relationships with Facilities Managers, customers, end users
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📌 Reactive Maintenance Coordinator - 6 Month FTC (Victoria)
🏢 Iss Facility Services Australia
📍 Victoria