Position Responsibilities

Service Administration & Coordination

• Enter sales and service calls, emails, and tickets into the system accurately, including Simpro.

• Assist in coordinating and updating maintenance plans, services, and repairs using Simpro.

• Process customer work orders in Simpro and follow up on required actions.

• Support service job scheduling, dispatch bookings, and technician allocation in Simpro or another portal.

• Assist in organizing site mobilisations, including travel arrangements, accommodation, and site inductions.

• Maintain and update technicians’ daily timesheets and basic reporting in Simpro or another portal.

• Assist in managing tool registers and tracking tools issued to technicians.

• Answer incoming phone calls and direct enquiries appropriately.

• Perform general data entry and administrative support tasks.

Document & Data Administration

• Maintain accurate and up-to-date records of company documents, customer information, and service data.

• Assist in proper filing, document control, and record-keeping.

• Add and update customer, asset, and equipment details in Simpro.

• Prepare equipment information in Simpro for work orders and service jobs.

• Assist in setting up client system access, ensuring equipment and account details are complete and accurate.

• Update ticket properties in Zoho Desk based on Customer Problem Report Forms (CPRF) received from clients.

• Monitor customer ticket status and ensure required documents and reports are attached.

• Coordinate with the Warehouse Team regarding updates to spare parts and tool inventory in Simpro.

• Assist teams in saving and organizing files in SharePoint for record-keeping purposes.

• Participate in continuous improvement initiatives by suggesting simple process improvements.

• Report hazards, incidents, or issues in line with company procedures.

• Perform other service, data, or administrative tasks as assigned by management.

Other Responsibilities and/or Accountabilities

• Ensuring compliance with company procedures and policies.

• Adhere to the company’s Integrated Management System (IMS) policies & procedures.

• Actively participate in providing information regarding the development and maintenance of the company’s IMS.

• Suggest improvements and be active in the general improvement of all systems and methods of work to ensure the company supports activities and services that are carried out reliably and cost-effectively.

• Report all known hazards and incidents to ensure corrective actions are implemented on time as per company procedure.

The above list is not exhaustive, and the role may change to meet the overall objectives of the company.

QUALIFICATIONS AND EXPERIENCE

Qualification Requirements: • Previous experience in an administrative, service, or support role is an advantage but not required.

• Basic knowledge or hands-on experience using Simpro or similar service management systems is an advantage.

• Basic to intermediate knowledge of the MS Office Suite.

• Willingness to learn service coordination systems and document management processes

• Good communication skills with the ability to interact professionally with internal teams and clients.

• Strong organizational and time management skills.

• High attention to detail and accuracy in data entry and documentation.

• Honest, reliable, and able to handle confidential information appropriately.

• Ability to work under pressure and meet deadlines.

• Able to work with minimal supervision while following instructions and procedures.