Service Coordinators

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

POSITION DESCRIPTION

POSITION DETAILS

Job Title

Service Coordinator – General

Location

Manila

Functional Unit of Employee

Operations

Functional Units Served

All Disciplines (such as HVAC, Fire, Electrical, BMS or general Operational Technologies – OT discipline) or as stipulated in the Job Title. These Disciplines operate across Australia and a small presence in New Zealand delivering hard technical services to all customers of the Group’s operating companies ( OpCOs ).

This role forms part of the national Operations Support Centre. All the Operational Support Teams (OSTs) are part of the Corporate Services Group ( CSG )* responsible for delivering “shared services” to all OpCOs within the Group.

• CSG provides support services to all Group OpCOs such as GEG, VerdeOS, ART etc.

Business Units Served

This role services the following geographic regions (i.e. Business Units): National

Reports to

Service Coordination Supervisor - General

Direct Reports

nil

GROUP ORGANISATIONAL PURPOSE

To enrich people’s lives by transforming the built environment. Our Group companies plays a critical role in proactively assisting the Group to achieve this purpose. This is regardless of whether it is offering its services to other Group Operational Companies – OpCOs (i.e. internal clients) or delivering services directly to external clients.

POSITION SUMMARY

**Refer Appendix A for more details on COSI Service Delivery Model and COSI Steps referenced in this document.

This role is the engine room of GEG’s proactive service delivery. As part of the centralised Service Coordination Teams within the national Operations Support Centre, the Service Coordinator proactively manages work orders through their full lifecycle – received, created, allocated, tracked, completed, made invoice-ready and reported the COSI** way in ARMS – for the frontline Technicians, their Service Managers and the clients they serve. The role reports to a Service Coordination Supervisor (3IC), who reports to a Service Coordination Team Leader (2IC), who in turn reports to the National Operations Support Manager (1IC) – so every Service Coordinator is centrally trained, centrally supported and works to one national standard, regardless of the region, service line or Group company they support.

Your key objective is simple: help the frontline teams you support make the best possible use of their time. In doing so, this role gives them the reliable administrative backbone they need to deliver safely, profitably and consistently – living our founding “help us to help you” compact – and helps GEG keep delivering the 5 outcomes that matter to clients: happier building users, lower costs, less energy use and less risk. This in turn delivers enhanced ESG outcomes (i.e. Environmental I Social I Governance) for our end-customers.

Key Responsibilities

A. Safety

Keep safety first in everything you do: follow GEG safety policies and Golden Rules, keep the safety-critical details within every work order complete and current for the frontline teams who rely on them, and promptly report and escalate any incident, hazard or near miss that surfaces through your work order channels.

B. Work Order Creation and Triage (Primarily COSI Step 9**)

Receive, qualify and register every work request in ARMS – with the correct work order type, priority (P1–P4), project, asset and client details – the same day it arrives, including confirming work orders auto-generated from maintenance schedules, Outstanding Issues (OIs) and approved quotes.

C. Resource Allocation, Scheduling and Procurement (primarily COSI Step 9** and WO allocation for COSI Step 4**)

Allocate the right Technicians and subcontractors to every work order, issue monthly maintenance work schedules, raise subcontractor purchase orders before works commence, and register and schedule the work orders that mobilise building audits.

D. Work in Progress (WIP) Management and Client Updates (COSI Step 9**)

Follow up works in progress daily so ARMS always reflects the true status of every work order, and keep clients and client-facing teams updated on the status of their requests via phone, email, client portals and reports.

E. Completion, Paperwork and Invoicing Support (COSI Step 9**)

Chase, validate and digitise Technician and subcontractor paperwork, review returned work reports for additional-work opportunities, ensure all costs are captured, and drive completed work orders through approvals so they are invoice-ready – protecting GEG’s cashflow via the 4 Weekly KPIs.

Note: The 4 Weekly KPIs are: (1) Un-issued Invoices; (2) Completed Work Orders Not Invoiced (previous months); (3) WIP – Maintenance Work Orders (previous months); and (4) WIP – Breakdown, Quoted and Do & Charge Work Orders (previous months).

F. Data Integrity and Client Portal Compliance

Run the daily and weekly data-cleansing disciplines that keep ARMS and client web portals accurate – timesheets, client purchase orders, expected completion dates and aged WIP – so decisions are made on data everyone can trust.

G. Teamwork, Training and Continuous Improvement

Work as one team with your supervisor, your colleagues and the frontline teams you support: attend toolbox and WIP meetings, complete your QRG-based ARMS/COSI training, escalate issues early – including recurring contract set-up errors so they are fixed at the source (i.e. Project Scheduling Engine in ARMS) – and keep finding better and more automated ways of doing things. Do this by suggesting better ways of doing things with your supervisor (as needed).

Refer overleaf for more details including Key Performance Indicators to be applied in evaluating effectiveness of this role in relation to the abovementioned functional responsibilities.

POSITION DETAILS

Position details are grouped under each key responsibility (and applicable work standards)

Performance for each key responsibility is measure via task execution and related KPI measures

Refer Appendix A for more details on COSI Service Delivery Model and COSI Steps referenced in PD

No.

Tasks Involved within each key Responsibility

KPI Measure

Time Frame

A

SAFETY

1

Follow GEG safety policies and Golden Rules in all your work, maintain a clean and safe workspace, and complete all assigned safety training and inductions on time.

100% of assigned safety training and inductions completed by due date; nil breaches of GEG safety policies or Golden Rules.

M

2

Ensure every work order carries the safety-critical details frontline teams rely on – site access requirements, client induction requirements and known hazard notes – before work is allocated.

Remember: Contract Admin should assist here by setting up ARMS Project data correctly as this data is then fed into WOs automatically.

Nil work orders allocated with missing mandatory safety or site-access details.

D

3

Promptly report and escalate any safety incident, hazard or near miss that surfaces through work order channels (calls, emails, client portals or Technician paperwork) in line with GEG procedures.

100% of safety issues escalated to your Supervisor within 24 hours of identification.

D

B

WORK ORDER CREATION AND TRIAGE (COSI STEP 9)

1

Receive and qualify work requests daily (phone, email and client portals) and register work orders in ARMS with the correct work order type, priority (P1–P4), project, asset and client details or instructions.

100% of work requests registered in ARMS the same business day; nil rework due to incorrect work order type or priority.

D

2

Confirm work orders auto-generated from maintenance schedules, Outstanding Issues (OIs) and approved q