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Service Support Administrator 

We have been producing some of the World's best packaging machinery for over half a century.  Fibre King works with customers to create engineered automation solutions for the food and beverage industry and has installed equipment throughout Australia, New Zealand, Asia and US.

    

As a Service Support Administrator for a machinery manufacturer, you will provide vital administrative support to the service department and ensure smooth operations. Your role will involve coordinating service requests, managing documentation, assisting with scheduling, and maintaining customer records. This position requires strong organizational skills, attention to detail, and the ability to multitask effectively.

Above all else, we are looking for a confident and experienced team player that is proactive and detail focused. 

ABOUT YOU: The Successful applicant must:

  • Be proficient in Microsoft Word, Excel and Microsoft 365 computer programs

  • Be punctual, reliable, enthusiastic, motivated, organised & proactive.

  • Be able to demonstrate a positive approach and work within a team environment.

  • Have excellent English verbal & written communication skills.

  • Be a permanent Australian resident & have a reliable means of transport.

  • Business or Administration certificate qualifications, whilst not essential, will be highly regarded                              

 

THE ROLE: Reporting to the Service Manager will be responsible for:

 

Service Request Coordination:

  • Receive and process service requests from customers, either through phone, email, or online platforms.

  • Gather necessary information from customers, including contact details, machinery details, and the nature of the service required.

  • Create and maintain a service request database or ticketing system to track and manage customer inquiries and ensure timely resolution.

  • Assign service requests to appropriate service technicians or engineers based on their expertise and workload.

Documentation and Record-Keeping:

  • Maintain accurate and up-to-date service records, including customer information, service history, and documentation of service activities.

  • Prepare and distribute service reports, work orders, invoices, and other relevant documentation to customers, internal teams, and management.

  • Update and maintain service manuals, troubleshooting guides, and other technical documentation for easy access by service personnel.

Scheduling and Dispatching:

  • Assist in scheduling service appointments and dispatching service technicians to customer sites.

  • Coordinate with customers to determine availability and schedule service visits that minimize downtime and meet customer expectations.

  • Communicate service schedules and updates to customers and service technicians, ensuring efficient and timely service delivery.

Customer Communication and Support:

  • Serve as a point of contact for customer inquiries, providing updates on service requests, scheduling, and general information.

  • Respond to customer queries and concerns promptly and professionally, ensuring a high level of customer satisfaction.

  • Collaborate with service technicians and engineers to gather relevant information and provide accurate and helpful responses to customers.

Parts and Inventory Management:

  • Assist with parts and inventory management by maintaining stock levels, ordering parts when needed, and coordinating with suppliers.

  • Track parts usage and ensure proper documentation of parts used in service repairs.

  • Coordinate the return and replacement of faulty or defective parts under warranty.

Continuous Improvement:

  • Identify areas for process improvement within the service support function and recommend solutions to enhance efficiency and customer satisfaction.

  • Collaborate with cross-functional teams, such as service technicians, engineers, and sales, to improve service processes and resolve customer issues.

Requirements:

  • High school diploma or equivalent; additional certification or coursework in administration or related field is a plus.

  • Proven experience in an administrative role, preferably in a service or technical support environment.

  • Excellent organizational and multitasking skills, with the ability to prioritize tasks and manage time effectively.

  • Strong attention to detail and accuracy in documentation and record-keeping.

  • Proficient computer skills, including experience with MS Office (Word, Excel, Outlook) and service ticketing or CRM systems.

  • Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and internal teams.

  • Basic technical understanding or willingness to learn about machinery and technical terminology.

  • Problem-solving mindset and the ability to work well under pressure.

  • Customer-focused approach, with a commitment to delivering high-quality service and support.

We Offer:

  • Friendly, inclusive environment 

  • Remuneration based on experience 

If you meet the above criteria and are looking for a workplace that can fully utilise your skill set and values your input then please submit your resume to careers@fibreking.com

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