Service Co-ordinator - Northern Suburbs

SUMMARY:
An industry leading Health and Hygiene company are looking for an experienced Service Co-ordinator to join their team.

On-site | Permanent | R15 000pm | Northern Suburbs
 

POSITION INFO:
The Service Coordinator is responsible for the daily coordination of service teams, ensuring that all scheduled work is delivered efficiently, accurately, and on time. This role acts as the primary link between the client and the company, handling bookings, updates, and client resolution. Additionally, they handle routing, scheduling, and system updates. The Service Coordinator ensures the smooth execution of operational plans by managing people, information, stock, and service processes at ground level.

Experience & Background

• Required 2-3 years of experience in a service delivery, operations coordination, scheduling, or logistics control role.
• Direct experience coordinating mobile or field-based teams, such as technicians or drivers.
• Experience working in industries such as logistics, facilities management, or FMCG distribution is highly advantageous.
• Proven ability to work with job ticketing systems, route planning tools, and vehicle tracking platforms.
• Exposure to client service environments where real-time updates, rescheduling, or managing complaints are part of the day-to-day.
• Experience handling inventory procurement & stock take is preferred.

• Matric is essential.
• A certificate or diploma in Operations Management, Logistics, Customer Service, or a related discipline is advantageous.
• Must be computer literate, with solid proficiency in Microsoft Excel, Outlook, and service platforms.

• Plan and adjust daily technician and vehicle allocations based on service needs.
• Update client routing in response to public holidays, changes, or special requests.
• Confirm service appointments and ensure that bookings are honoured.
• Track and follow up on aborted jobs, rescheduling as needed.
• Conduct daily team briefings and issue service sheets, fuel cards, and keys.

• Supervise technician check-ins, monitor progress during the day, and manage route adherence.
• Ensure teams are in uniform, equipped with PPE, and meeting time and service quality targets.
• Provide day-to-day support and direction to service teams in real time.
• Coordinate weekly training sessions and maintain readiness of uniforms and tools.

• Act as the main point of contact for clients regarding schedules, service status, and delays.
• Liaise with clients to confirm installation dates or service bookings.
• Handle incoming client queries and escalate complex complaints to the Service Manager.

• Open and close tickets in the service platform
• Maintain and control the use of handheld devices; issue and retrieve daily from staff with sign-off.
• Log tickets for service discrepancies and conduct daily debriefs with field teams.
• File physical and digital job records; ensure audit-readiness of service documentation.

• Issue and track consumables, fuel cards, and vehicle keys; maintain logs of daily usage.
• Assist with monthly stock counts.
• Manage daily vehicle checklists (e.g. tyres, oil, roadworthiness) and track fuel slips.
• Support fleet servicing schedules and maintain compliance documents.
• Ensure all service records are accurate and audit-ready.

• Monitor service performance metrics such as on time performance, handheld device usage, and job completion.
• Investigate minor complaints or missed services; implement immediate corrective actions.
• Support the Service Manager in managing service delivery risks or customer escalations.
• Follow up on quality issues and client feedback.

• Skilled in aligning service resources (staff, vehicles, stock) to daily operational needs using structured planning tools.
• Capable of adjusting schedules in real time based on priority, disruptions, or client demands.

• Able to track, interpret, and act on key operational indicators such as technician attendance, service completion, and route adherence.
• Competent in identifying performance gaps and escalating issues appropriately.

• Uses service data and system outputs to support daily decision-making (e.g., rerouting, reallocations, escalation timing).
• Understands how operational data translates into service outcomes and team productivity.

• Proficient in Microsoft Excel, Outlook, and Teams for coordination, communication, and schedule management.
• Comfortable using service platforms (e.g., job ticketing systems, handheld device data) and digital documentation tools.