Electrician Service Coordinator and Dispatcher

About the company

An established electrical service and maintenance business based in Brisbane. They run five to seven crews across domestic and commercial work, including 24/7 emergency callouts, air conditioning, smoke alarms, LED and garden lighting, and EV charger installs. It is an owner-run trades business, so the person in this seat is the link between the customers, the technicians and management.

The role exists because their in-house receptionist and scheduler is leaving. They want one dedicated person to take over the phones, the admin inbox and the schedule, with a proper handover before the current person finishes.

About the role

You are the service coordinator and dispatcher to work remotely. Customers call and email you to book work, and you decide who goes where and when. You build and manage the daily schedule for five to seven crews in ServiceM8, taking into account each technician's skills, how long each job will take, where the jobs are, and the travel time between them.

Trades days rarely go to plan. A job runs over, a customer cancels, an urgent callout comes in at 10am. You rearrange the day, let the affected customers and technicians know, and keep things moving. The business needs someone who can make these day-to-day scheduling calls confidently on their own, and who knows when something needs to go to management.

Your day

You work 8:00 am to 4:00 pm Brisbane time, Monday to Friday. Queensland does not use daylight saving, so this is always 6:00 am to 2:00 pm Manila time.

You start by checking the day's schedule and the inbox, confirming the first jobs are on track and clearing anything urgent. Through the day you answer 15 to 25 calls and around 20 emails, book new jobs, create and update job cards in ServiceM8, and adjust the schedule as things change. Before you finish you make sure tomorrow's schedule is set, customers are confirmed, and nothing is left without a follow-up.

What you will be doing

• Phones. Answering 15 to 25 inbound calls a day from homeowners, businesses and property managers, working out what they need and booking it in.
• Admin inbox. Managing around 20 emails a day, including quote requests, booking changes and follow-ups.
• Job management in ServiceM8. Creating jobs, updating job details, and keeping job cards accurate for the technicians.
• Scheduling and dispatch. Building and managing the schedule for five to seven crews, matching the right technician to each job based on skills, job length, location and travel time.
• Urgent work and changes. Fitting in emergency and urgent bookings, handling cancellations, delays and reschedules as they happen through the day.
• Communication. Keeping customers and technicians informed, confirming appointments, letting people know when a tech is running late, and following through on outstanding enquiries until they are closed.
• Working with management. Flagging issues, escalating anything that is not yours to decide, and helping the business run smoothly.

What you need

• Scheduling or dispatch experience for field service crews. Trades such as electrical, plumbing or air conditioning are ideal, but pest control, cleaning, maintenance or similar field service work is relevant too.
• Strong spoken English. You are on the phone with Australian customers all day, so you need to be clear, confident and easy to understand.
• Strong written English for emails and job notes.
• The confidence to make scheduling decisions on your own, and the judgement to know which ones need management.
• Reliable internet with a backup connection and backup power, and a quiet space for calls.

Nice to have

• Hands-on ServiceM8 experience. This business uses ServiceM8 and would strongly prefer someone who has used it. If you have used simPRO, AroFlo, Tradify, Fergus, Jobber, ServiceTitan or a similar field service system, say so. The skills transfer.
• Experience working for an Australian electrical, plumbing or air conditioning business.
• Experience scheduling five or more crews at once.
• Experience triaging emergency and after-hours callouts.

Hours

• Full time, 40 hours per week, Monday to Friday.
• 8:00 am to 4:00 pm Brisbane time, which is 6:00 am to 2:00 pm Manila time all year round.

Start date

The business would like the successful person to start by early October so there is time for training and handover with the current scheduler.

Probation

Six months.

Software & tools

ServiceM8

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