Trade Services Coordinator

Location: Manila City, Philippines
Work arrangement: Full-time, work from home initially, transitioning to our future Manila City office

Reports to: Philippines Office Manager

About Elite Trades Australia
Elite Trades Australia is a Melbourne-based electrical and plumbing services company delivering residential, commercial, government, maintenance and energy-efficiency projects across Victoria. Our work includes electrical and plumbing services, hot-water and heat-pump installations, property upgrades, maintenance and project delivery.
We coordinate internal field teams and subcontractors through disciplined job-management, scheduling, compliance and documentation systems. Accuracy, ownership and timely escalation are essential to keeping our field operations running effectively.

About the Role

Elite Trades Australia is seeking an experienced and highly organised Service Coordinator to manage the end-to-end coordination of electrical, plumbing, HVAC and energy-efficiency works.

This is a key operational role responsible for ensuring jobs are accurately created, scheduled, dispatched, completed, documented and progressed to invoicing without unnecessary delays. The successful candidate will act as the central point of coordination between customers, field technicians, subcontractors, retailers, property managers, suppliers and internal departments.

This role requires strong ownership, excellent communication and the ability to maintain control of a busy, constantly changing schedule.

Key Responsibilities
Manage jobs from receipt of a purchase order or confirmed booking through to completion and invoice readiness.
Create accurate job cards in ServiceM8 on the same business day, including all customer, property, retailer, purchase-order and scope information.
Maintain a forward schedule and ensure work is planned efficiently according to priority, location, technician availability, trade licences, required skills and material availability.
Allocate work to employees and subcontractors while maximising productivity, travel efficiency and first-time completion.
Confirm appointments, site access requirements and job details with customers before attendance.
Provide field teams with complete job information, including scope, access instructions, supporting documents, compliance requirements and allocated materials.
Monitor daily job progress and respond promptly to cancellations, delays, access issues, technician absences, stock shortages and urgent requests.
Communicate professionally with customers, retailers, property managers, suppliers, technicians and other stakeholders.
Keep customers and stakeholders informed of appointment changes, delays, required follow-up work and expected completion timeframes.
Maintain accurate job statuses, notes, communications and supporting records in ServiceM8 as the primary operational system.
Review completed jobs to confirm that required photographs, forms, signatures, certificates, serial numbers, variations and compliance documents have been submitted.
Identify incomplete or non-compliant job documentation and follow up with field staff immediately.
Coordinate return visits, warranty matters, defects, customer complaints and outstanding works through to resolution.
Confirm stock and equipment availability with the warehouse team before scheduling work.
Record approved variations and additional works accurately and ensure they are communicated to the relevant parties.
Identify completed jobs that have not progressed to invoicing and resolve any documentation or approval issues causing delays.
Monitor overdue, pending and stalled jobs and provide management with clear updates, risks and recommended actions.
Escalate safety, compliance, customer, operational or commercial risks promptly.
Support field staff with scheduling, site information and operational issues without compromising customer service.
Assist with emergency and high-priority service requests when required.
Contribute to improvements in scheduling, customer communication, documentation and operational processes.
Maintain confidentiality and comply with company policies, safety requirements and applicable industry standards.

Key Performance Expectations

Success in this role will be measured through:
Accurate and timely creation of job cards.
Maintaining a reliable forward work schedule.
On-time attendance and job completion rates.
Efficient utilisation of field staff and subcontractors.
Accuracy of ServiceM8 records and job statuses.
Reduction in missed appointments, scheduling errors and unnecessary return visits.
Timely collection of completion and compliance documentation.
Prompt progression of completed jobs to invoicing.
Effective management of outstanding and ageing jobs.
Stakeholder response times and customer satisfaction.
Professional handling and resolution of complaints and escalations.

Skills and Experience
At least two years’ experience in service coordination, scheduling, dispatch, customer service or field-service administration.
Experience within electrical, plumbing, HVAC, construction, facilities management or another trade-service environment is strongly preferred.
Proven ability to coordinate a high volume of jobs, technicians and changing priorities.
Strong customer-service and stakeholder-management skills.
Excellent verbal and written communication.
High attention to detail and commitment to accurate recordkeeping.
Ability to remain calm, organised and solutions-focused under pressure.
Strong judgement when prioritising urgent work and escalating operational risks.
Confidence handling complaints, delays and difficult conversations professionally.
Strong computer skills, including Microsoft Office and cloud-based job-management systems.
Experience with ServiceM8, AroFlo, simPRO or similar field-service software is highly desirable.
Understanding of trade licences, safety documentation and job-completion requirements is advantageous.
Experience with VEU works, compliance documentation or government-funded maintenance programs will be highly regarded.

Personal Attributes

The ideal candidate will be:
Accountable and willing to take ownership of outcomes.
Proactive rather than waiting for problems to escalate.
Highly organised and disciplined with follow-ups.
Clear, respectful and confident in communication.
Comfortable working in a fast-paced operational environment.
Focused on accuracy, customer service and continuous improvement.
Capable of balancing the needs of customers, technicians and commercial stakeholders.
What Success Looks Like

A successful Service Coordinator keeps the operation under control: technicians know where they are going and what they are doing, customers remain informed, job records are accurate, documentation is complete, problems are addressed early, and completed work progresses to invoicing without avoidable delays.