The Service Coordinator is responsible for managing the daily operations of the service department, ensuring efficient scheduling, communication, and technical support for machine repairs, installations, and maintenance. The role requires strong organisational ability combined with practical mechanical understanding to accurately assess job requirements, allocate technicians, and maintain smooth workflow.
Key Responsibilities
1. Service Scheduling & Dispatch
- Allocate technicians to breakdowns, installations, and maintenance jobs.
- Prioritise urgent calls and manage daily job flow.
- Track technician movements, job progress, and turnaround times.
- Maintain an updated service calendar and job board.
2. Technical Coordination
- Interpret fault descriptions and technician feedback.
- Assess job complexity and assign the correct technician.
- Assist with basic troubleshooting over the phone when possible.
- Ensure technicians have correct tools, parts, and job information.
3. Customer Communication
- Handle incoming service calls and emails. (We have an admin Lady for the Service Department that Assist with Quotations and emails)
- Provide customers with job updates, timelines, and feedback.
- Prepare and send quotations for repairs, callouts, and installations. (We have an admin Lady for the Service Department that Assist)
- Manage customer expectations professionally and confidently.
4. Parts & Inventory Management
- Identify and source correct parts, consumables, and spares.
- Liaise with suppliers for pricing, availability, and lead times.
- Track parts usage and maintain minimum stock levels on Consumables.
- Process purchase orders and returns. (We have an admin Lady for the Service Department that Assist)
5. Administration & Reporting
- Maintain job cards, service logs, and machine histories. (We have an admin Lady for the Service Department that Assist)
- Capture technician reports and ensure accurate documentation. (We have an admin Lady for the Service Department that Assist)
- Process warranty claims and follow up with manufacturers. (We have an admin Lady for the Service Department that Assist)
- Prepare weekly service department performance reports. (We have an admin Lady for the Service Department that Assist)
Required Skills & Competencies
Mechanical Knowledge
- Understanding of machine components, hydraulics, pneumatics, bearings, motors, and basic electrical systems.
- Ability to interpret technical diagrams, fault descriptions, and service reports.
- Practical problem‑solving ability.
Operational Skills
- Strong organisational and scheduling ability.
- Excellent communication skills with both customers and technicians.
- Ability to work under pressure and manage multiple priorities.
- High attention to detail and accuracy.
Software & Systems
- Proficient in MS Office (Excel, Outlook). (We have an admin Lady for the Service Department that Assist)
- Experience with job‑card or service management systems (advantage). (We have an admin Lady for the Service Department that Assist)
- Ability to learn new systems quickly.
Experience Requirements
- Minimum 3–5 years in a technical service, workshop, or engineering environment.
- Experience coordinating technicians or managing service workflows.
- Mechanical background (trade, workshop exposure, or technical sales) highly advantageous.
- Experience in machinery, engineering equipment, or industrial tools preferred.
Personal Attributes
- Calm, confident, and solutions‑driven.
- Strong interpersonal skills and assertiveness.
- Practical thinker with a hands‑on mindset.
- Reliable, organised, and able to work independently.
- Customer‑focused with a professional communication style.
Reporting Structure
Reports to: Operations Manager Works closely with: Technicians, Sales Team, Admin Assistant
Pay: R17 000,00 per month
Work Location: In person
