Asset and Maintenance Coordinator

Position Summary:

The Asset and Maintenance Coordinator is a key player in ensuring seamless service operations through meticulous data entry and coordination. This role entails creating and managing recurring maintenance jobs in our system when services are installed, or monitoring services are provided. To manage this role, you will be required to have a valid customer work order, refreshing assets for the request and uploading changes / reports as they occur. This role is a heavy data entry role and as such relies heavily on excel, with advance use of formulas. Candidate must have clear written and verbal English communication for customer follows ups and ability to reconcile key changes between systems. The role is one of vital communication between customers and our five service departments, ensuring timely and accurate information flow, contributing to our goal of stellar customer satisfaction.

Job Details:

• Work from home
• Monday to Friday | 7 AM to 4 PM Manila Time
• Following Australian public holidays

Responsibilities:

• Identify sites that require a system maintenance.
  • Use our sales tool to quote on new maintenance programs as and when needed
• Converting recurring work orders into the new job, adding most up to date assets, asset load / maintenance form, specific job work order. Accurately capture any changes to the recurring cycle.
  • Obtain valid work order at the anniversary of recurring job creation.
• Ensure NTE value is correct PRIOR to job being given to branch to deliver specifically to ensure that travel is accounted for where needed and that the expected WO value matches our recurring value.
• Initial data entry on assets not loaded within the nominated customer sites
• Creating new assets groups in line with alarm, access control, CCTV and passwords
• Collaborate with various departments to ensure smooth service delivery and coordination, especially in a national scope which may require liaising with different regional teams.
  • Working with branches to stay on top of due dates
• Escalate and follow up on issues with the direct report, ensuring a prompt resolution and maintaining the integrity of data within our systems.
• Update assets (add / archive) after each maintenance are conducted
  • Make calls / email our project manages to gain historical asset data where not sufficiently captured
• Communicate job notes to customers through SimPro and salesforce maintaining a professional tone and ensuring clarity and timeliness of information.
• Invoice maintenance jobs
  • Apply for child work orders for maintenance works where parts are needed, including labor to support the supply of these parts.
• Generate accurate invoices based off a check list of system requirements prior to invoice.
• Maintain a high level of attention to detail throughout all data entry tasks to ensure accuracy and consistency.

Qualifications:

• A minimum of 5 years of data entry experience,
  • ideally within data sanity and customer portfolio management, demonstrating a track record of accuracy and efficiency.
• Excellent written and oral English.
• Experience in using job management systems,
  • Preferably SimPro or service mate or something similar
• Salesforce customer relationship management systems are advantageous.
• Initiative, and ownership of workflow with accountability on the output achieved.
• Ability to see problems and escalate, seek help and follow up on issues effectively with a direct report to ensure timely resolution.
• Advance excel skills with at least 5 years of experience
• Prior experience in a coordination role, preferably in a national or multi-regional context, would be advantageous.
• Ability to multitask and manage multiple priorities in a fast-paced environment, ensuring deadlines are met and delivering a high level of customer satisfaction.