About the role
The Service Operations Coordinator is the operational hub for Service & Support and After Sales Parts. The role manages the front- and back-end office workflow so customer enquiries, service jobs, parts quotations, scheduling, purchase orders, communication, documentation and close-out activities progress accurately and on time. The Coordinator works closely with the Parts and Technical Specialist, who provides technical product selection, pricing and complex technical input. The Coordinator completes the surrounding customer, system and administrative workflow, allowing technical personnel to concentrate on technical accuracy, commercial pricing and customer solutions.
Key responsibilities
Receive, acknowledge and log service, support and parts enquiries through agreed channels and gather information required for effective triage
Provide customers with clear updates on enquiry status, scheduling, quote progress, parts availability and next actions
Create and maintain service jobs, work orders, support cases and related records
Coordinate breakdowns, preventative maintenance, inspections, service agreement work and customer support activities
Maintain the forward service schedule and coordinate field, Production, Automation and specialist resources
Confirm site access, inductions, permits, customer contacts, tools, parts, travel and other mobilisation requirements before attendance
Monitor open jobs, commitments, resource conflicts and overdue actions, escalating constraints early
Create and maintain parts enquiries, quotations, sales orders, purchase orders and supporting records
Prepare customer-facing quotations using technical selection and pricing supplied or approved by the Parts and Technical Specialist
Liaise with Purchasing, suppliers, Stores and Logistics on availability, lead times, freight, order status and delivery
About you
Experience in service coordination, parts coordination, project coordination, scheduling, customer support or operational administration within an industrial, engineering, manufacturing or technical environment
Strong customer service, organisation, documentation and system skills
Demonstrated ability to coordinate work across multiple functions and follow actions through to completion
Practical technical aptitude and confidence working with technical specialists and industrial customers
Intermediate to advanced Microsoft 365 capability and experience using ERP, CRM, service or job-management systems
Strong planning, scheduling, prioritisation and follow-through
Professional written and verbal customer communication
Ability to manage multiple enquiries and jobs without losing ownership or detail
Confidence coordinating tradespeople, technicians, engineers, suppliers and customers
Strong process discipline, record accuracy and commercial awareness
About us
RML Machinery is a Hamilton-based engineering and automation company with over 40 years of experience designing, building and supporting high-performance automation solutions. We work with customers across New Zealand and around the world, bringing together engineering, robotics, automation and manufacturing to solve complex production challenges.
We’re proud of the culture we’ve built. We value humility, quality, restless curiosity, trust and teamwork, and we’re big on giving people opportunities to learn, take ownership and grow with us
How to Apply
Apply via SEEK with your CV and a cover letter.
We're interested in understanding who you are, what motivates you, and what attracts you to this opportunity.
Please note: This position is only open to applicants who have the right to live and work in New Zealand. Visa sponsorship is not available for this role.