Support & Commissioning Coordinator
The Support & Commissioning Coordinator will assist our managers in organising ongoing support contracts and commissioning projects. This involves maintaining client records across support systems, managing the ticketing portal, tracking support contracts and billing, keeping the 24/7 support roster current, keeping commissioning team roster current and ensuring support ticket SLAs are met in a timely manner.
To be successful as a Support & Commissioning Coordinator, you will execute administrative tasks across support contracts and commissioning activities, be competent in using ticketing platforms and ERP systems such as NetSuite, and have exceptional verbal, written, and presentation skills.
Primary Duties and Responsibilities
- Create and maintain client records in ERP, ticketing portal, and internal systems, ensuring information is accurate, current, and consistent across all platforms.
- Administer ticketing portal for managing client accounts, authorised contacts, SLA configurations, and ticket routing for all active support clients.
- Monitor support ticket queues to ensure SLA deadlines are met and escalate to the responsible engineer or Manager when tickets are at risk.
- Track and manage support contracts including renewal timelines, billing schedules, and contract amendments in coordination with the sales and finance team.
- Coordinate invoicing and follow up on outstanding billing with the finance team, ensuring all financial records in ERP reflect the current commercial agreement.
- Maintain the 24/7 Application Support team roster, shift schedules, tracking agent availability, coordinating on-call rotations, leave cover.
- Coordinate scheduling and logistics for the commissioning and field service team, tracking resource availability, project assignments, and travel requirements in support of the Manager and Leads.
- Own the process documentation library and keep support and commissioning process pages current and raising improvement opportunities to the Manager.
- Organise and participate in stakeholder meetings, document and follow up on actions and decisions, and prepare presentation materials as required.
- Provide general administrative support to the Manager including reporting, correspondence, and coordination tasks as assigned.
Requirements
- Bachelor's degree in business or related field of study or 2 years of related experience
- Three years of experience in a related field.
- Exceptional verbal, written, and presentation skills.
- Ability to work effectively both independently and as part of a team.
- Experience using computers for a variety of tasks.
- Competency in Microsoft applications including Word, Excel, and Outlook.
- Knowledge of Microsoft project
- Knowledge of file management, transcription, and other administrative procedures.
- Experience working with and using a business ERP system
- Experience with ticketing platforms and SLAs
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the primary duties of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary duties. The work is active. Typically, the employee may sit comfortably to do the work. However, travel to industrial job sites and mobility in construction areas is occasionally required. Lifting up to 40 pounds is required. The work requires sight, hearing, speaking, and typing capability.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the primary duties of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary duties.
This job is performed in a variety of environments including climate controlled, indoor environments sitting at a desk, and outdoor construction environments where there will be loud noise, exposure to dangerous situations requiring Personal Protective Equipment, heavy equipment, and high voltages.
