Service Support Coordinator

At WesTrac, we're made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you've always wanted. More development opportunities, with WesTrac's own in house RTO , access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we're Made for More.

About the role  

Our Customer Solutions team is seeking a Service Support Coordinator to join their team at our head office in Tomago. This role is a permanent full-time, Monday to Friday position, offering hybrid work flexibility & opportunities for career development.   

Reporting to the Branch Support Manager, the Service Support Coordinator will ensure the smooth operation of internal help platforms, acting as a key point of contact for managing and resolving requests. This role is responsible for providing system governance guidance and delivering targeted training to operational teams, promoting a culture of continuous improvement and excellence.

The Service Support Coordinator will collaborate with operational teams and stakeholders to resolve reconciliation issues, maintain system accuracy, and drive process improvements. This role focuses on identifying opportunities for enhancement and implementing initiatives that boost efficiency, ensure compliance, and improve service quality across the organisation.

Key Responsibilities:  

• Build a high-performance culture that drives team success, reinforces values, and enhances organisational collaboration
• Provide technical guidance, training, and support on key systems and processes related to service work order management
• Maintain and update service documentation, policies, and process maps while ensuring compliance and driving continuous improvement, including identifying processes for automation to enhance workflow efficiency
• Manage helpdesk enquiries and maintain accurate employee data in business systems to ensure correct labour coding and operational efficiency
• Provide stakeholders with reports on helpdesk activity and data trends to support process improvements and team training

Skills & Experience  

• Certificate in Business Administration desirable
• Demonstrated experience in a similar role including system administration experience
• Advanced computer literacy skills including MS Office
• Strong customer service skills with the ability to develop strong positive working relationships 
• Excellent communication skills including written, verbal and interpersonal 
• Developed analytical and problem-solving skills with a strong emphasis on continuous improvement
• Excellent organisational and time management skills with ability to manage multiple priorities simultaneously  

Benefits 

• Free On-Site Parking 
• Made for More Rewards 
• Opportunities for career development 
• 12 Weeks Paid Parental Leave 
• Ability to purchase additional annual leave 
• RDO opt in available 
• Income protection covering you 24/7 
• Fitness Passport for the whole family 
• Refer a friend program – work alongside your mates and receive up to $3000 for each successful referral 
• Discounted CAT products 
• Wellness Program 

Apply Now 

If you believe you have the skills and experience to succeed in this role, please submit your resume for consideration via the link. For further information regarding this role, please contact the Recruitment Team on and reference job number

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process. 

At WesTrac, our primary focus is our people. As we look to the future, we're focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.