Position Title: Service Coordinator Department: Service Location: Adelaide Reports To: Service Manager Direct Reports: N/A Written By: General Manager, Aftermarket Date: 28 May 2024 Job Objective: The Service Coordinator is responsible for managing and coordinating services to ensure effective and efficient service delivery to customers. This role involves working closely with service technicians, customers, and other stakeholders to develop and implement service plans, monitor progress, and ensure high quality service delivery. Duties and Responsibilities: Coordinate and schedule service technicians for routine maintenance, installations, and emergency repairs. Optimise scheduling to ensure efficient use of service technician time and resources. Facilitate all site entry and mobilisation requirements. Monitor service technician availability and adjust schedules to accommodate urgent requests and changes. Assess the service needs of customers and recommend appropriate service plans tailored to their needs. Ensure all costs are applied to service work orders in a timely manner. Generate invoices post-service, in line with company guidelines. Maintain and update relevant databases. Maintain accurate and up to date records of customer interactions and service delivery. Prepare reports on service utilisation, customer outcomes and effectiveness. Assist in developing and improving service coordination processes and procedures. In addition to the duties outlined above, you are also required to perform such other duties as may be directed by your supervisor or management provided these are within your competency or training. Relationships: Internal: Communicate effectively with service technicians to coordinate quick and efficient service delivery. Foster positive working relationships with service technicians, ensuring clear communication and support. Collaborate with other departments, such as sales and parts, to ensure seamless service delivery. External: Communicate effectively with customers to coordinate quick and efficient service delivery. Develop and maintain external relationships. Perform regular follow-ups to ensure ongoing customer satisfaction. Qualifications, Experience, Knowledge, Skills, and Abilities: Excellent organisational and time management skills. Strong communication and interpersonal skills. Ability to work collaboratively within a team and with external parties. Analytical Thinking Problem-solving skills and attention to detail. Ability to handle high-pressure situations and urgent requests with composure. Proficiency in scheduling software and MS Office Suite. Key Result Areas (linked to performance review): Adaptability Communicating Customer Focus Drive for Results Relationship Building Professional Associations: Licenses: 'C' class driver's license Authority: As per DOA
Position Title: Service Coordinator Department: Service Location: Newcastle Reports To: Service Manager Direct Reports: N/A Written By: General Manager, Aftermarket Date: 28 May 2024 Job Objective: The Service Coordinator is responsible for managing and coordinating services to ensure effective and efficient service delivery to customers. This role involves working closely with service technicians, customers, and other stakeholders to develop and implement service plans, monitor progress, and ensure high quality service delivery. Duties and Responsibilities: Coordinate and schedule service technicians for routine maintenance, installations, and emergency repairs. Optimise scheduling to ensure efficient use of service technician time and resources. Facilitate all site entry and mobilisation requirements. Monitor service technician availability and adjust schedules to accommodate urgent requests and changes. Assess the service needs of customers and recommend appropriate service plans tailored to their needs. Ensure all costs are applied to service work orders in a timely manner. Generate invoices post-service, in line with company guidelines. Maintain and update relevant databases. Maintain accurate and up to date records of customer interactions and service delivery. Prepare reports on service utilisation, customer outcomes and effectiveness. Assist in developing and improving service coordination processes and procedures. In addition to the duties outlined above, you are also required to perform such other duties as may be directed by your supervisor or management provided these are within your competency or training. Relationships: Internal: Communicate effectively with service technicians to coordinate quick and efficient service delivery. Foster positive working relationships with service technicians, ensuring clear communication and support. Collaborate with other departments, such as sales and parts, to ensure seamless service delivery. External: Communicate effectively with customers to coordinate quick and efficient service delivery. Develop and maintain external relationships. Perform regular follow-ups to ensure ongoing customer satisfaction. Qualifications, Experience, Knowledge, Skills, and Abilities: Excellent organisational and time management skills. Strong communication and interpersonal skills. Ability to work collaboratively within a team and with external parties. Analytical Thinking Problem-solving skills and attention to detail. Ability to handle high-pressure situations and urgent requests with composure. Proficiency in scheduling software and MS Office Suite. Key Result Areas (linked to performance review): Adaptability Communicating Customer Focus Drive for Results Relationship Building Professional Associations: Licenses: 'C' class driver's license Authority: As per DOA
Position Title: Sales Engineer Department: Sales Location: Sydney Reports To: Branch Manager Direct Reports: N/A Written By: Date: 18/06/2025 Role Purpose: The Sales Engineer is the frontline representative of CAPS Australia, responsible for engaging with customers for the purpose of addressing enquiries, determining appropriate solutions and for sales of the companies' complete range of products in order to generate profitable revenue. Sales engineers focus on driving revenue growth by aligning customer needs with technical solutions, often bridging the gap between technical products and sales. This is achieved through a variety of initiatives, including understanding customer requirements, delivering technical presentations, and collaborating with the wider sales teams. Ultimately, sales engineers aim to increase sales, build strong customer relationships, and contribute to the overall success of the company. Job Objective: This role is accountable for generating revenue by delivering excellent customer service to clients and by contributing to the efficient operation of their respective branch. Sales Engineer are required to engage with a wide range of industrial compressed air and power generation applications and collaborate closely with the branch team to support the company's sales and service objectives. Key Accountabilities: Revenue Growth Work collaboratively with the branch team to increase revenue across complete equipment sales, parts sales, wholesale, hire, and service categories. Identify and implement improvements to increase customer satisfaction and sales outcomes. Customer Enquiries & Sales Manage and respond to enquiries related to spare parts, tools, generators and air and gas compressors via telephone, email, and face to face interactions. Prepare and manage quotations in response to customer enquiries and follow through to successful outcome. Meet or exceed assigned sales objectives for revenue, gross margins, or other key performance indicators (KPIs). Internal Support Provide responsive support to internal customers across Sales, Parts, and Service functions, including inter-branch collaboration. Customer Service Excellence Maintain and strengthen relationships with existing customers to encourage repeat business and loyalty. Effectively use customer relationship management (CRM) systems to track leads, manage customer interactions, and analyse sales data. Take proactive steps to improve customer experience and modify practices as needed to exceed expectations. Operational & Financial Accountability Ensure all transactions and interactions are documented and comply with internal policies and procedures. Sales and Profitability Objectives: Achieve Sales Targets: Meet or exceed assigned sales objectives for revenue, margins or other key performance indicators (KPIs). Increase Revenue: Drive overall sales revenue growth, measured monthly or annually. Generate Leads: Identify and qualify potential customers through various channels, such as prospecting, networking, and online lead generation. Customer Acquisition: Successfully convert leads into new customers. Customer Retention: Maintainand strengthen relationships with existing customers to encourage repeat business and loyalty. Relationships: Internal: Branch Manager Sales Team Service Coordinators and Technicians Parts Interpreters National Sales and Product Teams Administration and Finance Teams External: Existing and prospective clients Vendors and suppliers (as required for quotes or technical support) Qualifications, Experience, Knowledge, Skills, and Abilities: Time Management: Efficiently managing time and workload to maximise productivity and meet deadlines. Results Orientation: Drive to meet or exceed sales targets and customer service goals. Customer Focus: Demonstrated commitment to delivering quality service and building customer relationships. Initiative: Proactively identify opportunities for improvement and take action to resolve issues without prompting. Key Result Areas (linked to performance review): Adaptability Communicating Customer Focus Drive for Results Relationship Building Professional Associations: Licenses: 'C' class driver's license Authority: As per DOA
Job Summary The role has the responsibility to identify, develop and win new service and maintenance business by offering solutions utilizing Gardner Denver' Product Range and Service capability. The role will also assume responsibility for accelerating key aftermarket opportunities and accounts within an assigned territory, whilst maintaining a high level of Customer Satisfaction. New business development is the primary focus accounting for 70% of your time with the other 30% on Account / key account management. KEY ACCOUNTABILITIES: Determines the market possibilities for new aftermarket products, developing these and extending the market for established products. Implement the processes, initiatives and roll out of Gardner Denver Service and Spares programs. Key task of signing service contracts with new customers and key accounts as well as converting existing customers onto long term service and maintenance plans. Establish Voice of Customer orientated surveys to drive customer satisfaction and retention. Identify and evaluate Aftermarket opportunities and understand customer requirements for Industrial Sales and Aftermarket business units Identify key accounts and targets and ensure effective account management of the customers' business & proactive targeting for additional service work in conjunction with the local service managers. Maintain knowledge of day to day market development and accurately assess and evaluate new business opportunities Provide support to Customer Service Manager, Sales Specialists, Internal Personnel and External Customers. Produce weekly /monthly reports to management. Other duties as assigned or required. Customer Management Appraise the current and planned customer needs and advise on the suitable application of products and/or services with a high level of Customer Satisfaction in line with the company Net Promotor Score (NPS). Offer assistance and explanation when difficulties arise, ensure complaints are followed up and that satisfactory solutions are obtained. Maintain and develop close relationships with key accounts and ensure their requirements are being met wherever possible. Resolves customer complaints and dispute resolution. Quality Supports Company objectives in accordance with ISO 9001 quality accreditation. Environment Health & Safety Supports Company objectives relating to environment, health and safety. Ensure the working environment is safe at all times and activities conducted are safe and don't harm self or others. Eliminate risks in the working environment by conducting housekeeping, conducting risk assessments and working with the line manager to eliminate or at least mitigate the hazards. Taking a leading role in safety risk assessment and audit. Implement procedures for safety of others through the appropriate operation of equipment before ascertaining correct procedures and usage of personal (e.g. safety glasses etc.) and technical equipment. Other responsibilities as assigned or required. Competencies Demonstrated verbal and written communication skills. Demonstrated PC Skills (SAP, Excel, Word, PowerPoint and databases). Ability to meet deadlines and organise work priorities. Demonstrate a flexible and "can do" attitude. Able to work on agreed initiatives with minimal support. Willingness to travel as required. Prior experience in a business development role with a hunter mentality Demonstrated analytical skills. Focused on achieving agreed targets. Demonstrated ability to undertake research and make contact with new prospective clients Highly developed organisational skills. Self-starter, able to work under time constraints, detail-oriented.
