About the role

As Service Coordinator / Administrator, you will be the central point of contact between clients and the field service team, coordinating service requests from initial contact through to resolution. Based in the Auburn office, you will support a field service team delivering integrated technology solutions to hospitals and aged care facilities across NSW, including access control, IP CCTV, nurse call and intercom systems.

Key responsibilities

- Receive, acknowledge and accurately log service requests via phone, email and ticketing systems.

- Manage service calls in Simpro, including assessing fault type, priority and SLA requirements.

- Allocate jobs to technicians based on skills, location and availability.

- Coordinate parts and equipment ordering to ensure delivery to the site or technician ahead of each job.

- Follow up open jobs to confirm completion and customer satisfaction.

- Monitor outstanding jobs and ensure service requests progress through to resolution.

- Serve as the primary point of contact for clients throughout the service process.

- Manage customer expectations regarding timelines and resolution progress.

- Handle complaints and service escalations professionally.

- Build and maintain strong relationships with existing clients.

- Maintain accurate and up-to-date job documentation in Simpro.





- Liaise with the warehouse and suppliers to source parts required for service calls.

- Monitor dispatch and delivery of critical parts.

- Provide basic remote technical support where possible, including server resets and remote access assistance.

- Support project managers and field technicians as required.

What we're looking for

- Experience in service coordination, project administration, customer service or office administration.

- Strong customer service skills, confidence on the phone and professional written communication.

- Competent and confident use of MS Office, including Word, Excel and Outlook.

- Ability to learn new systems and software quickly.

- Experience with Simpro or similar field service and scheduling software is desirable.

- Ability to prioritise and manage multiple competing tasks in a fast-paced environment.

- Strong attention to detail and consistent follow-through.

- A proactive, self-motivated approach and the ability to use initiative.

- Strong organisation and time management skills.

- Transparent and confident communication across phone and email.

- A collaborative approach when working with technicians, project managers and the broader team.

- Composure under pressure and the ability to manage competing priorities.

📌 Service Coordinator / Administrator (Auburn)
🏢 Conway Consulting
📍 Auburn