NSW Service Coordinator

NWI Group is a proudly Australian owned business that has been delivering a service of quality in the sale, calibration, service and repair of measuring equipment since 1994. With offices across the country, our capability spans precision laboratory balances through to industrial scales and weighbridges, weighbridges, process instrumentation, automation software and structural steel fabrication.

Backed by NATA accreditation and an NMI Trade Measurement Servicing Licence, we service and calibrate thousands of pieces of equipment for customers nationwide on an annual basis. Our culture is guided by five core values – Enable Success, Work Responsively, Have Integrity, Act Commercially and Be Curious – and we take pride in the long-term partnerships we build by consistently delivering service that exceeds expectations.

We're looking for an organised and personable Service Coordinator to join our NSW team, reporting directly to the NSW Service Manager. You'll be the vital link between our service technicians, our ERP system and our customers – quoting and coordinating the scheduling of routine calibrations, breakdown repairs and on-site visits across our NSW/ACT client base, while ensuring every customer interaction reflects the quality service NWI Group is known for.

• Schedule and create Service Orders, keeping the NWI Group ERP system updated with progress notes and job status

• Coordinate technician bookings for workshop repairs and on-site service work, in conjunction with the Service Manager

• Send calibration reports to clients and maintain accurate records in the appropriate cloud application folders

• Request, follow up and obtain purchase orders for service and calibration work

• Complete end-of-month procedures, closing off purchase orders and jobs ready for invoicing

• Follow up completed service orders to confirm customers have received their reports and are satisfied with the service

• Answer phone calls and emails within appropriate lead times to ensure customer satisfaction

• Quote customers and schedule service work as required

• Maintain and update customer details in the NWI Group ERP system

• Build and maintain positive relationships with technicians, team members and customers

• Communication: A confident, professional communicator both over the phone and in person, comfortable managing customer queries and building rapport

• Technology: Highly competent with PCs, Microsoft Office and cloud-based software applications, with the confidence to pick up new systems quickly

• Scheduling: A strong understanding of scheduling and coordinating field-based teams, with the organisational skills to juggle competing priorities

• Excellent attention to detail and record-keeping ability

• A proactive, service-first attitude with strong problem-solving skills

• Willingness to learn the technical equipment used by our service technicians to support smarter scheduling decisions

• A technical degree or certification is highly regarded but not essential

• A team player who thrives in a fast-paced, customer-focused environment