We’re Hiring: Reactive Maintenance Coordinator
Location: Melbourne, VIC
Employment Type: Full-time
Industry: Maintenance, Technical Trades, Facility Management, Customer Service
Salary: Competitive Package on offer
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This role is ideal for someone with a trade background or strong technical services knowledge who is ready to move into a coordination, triage and service delivery role. You may be an electrician, HVAC/refrigeration technician, building services technician, maintenance planner, technical scheduler or experienced service coordinator who understands how reactive works are assessed, prioritised, allocated and closed out safely and on time.
The role supports Facilities Managers by maintaining real-time visibility of work task status, identifying jobs at risk of SLA or KPI breach, escalating issues, chasing suppliers and quotations, and providing accurate and timely updates to Facilities Managers, customers and end users.
About the Role
This position acts as the central coordination and first technical point of call for reactive maintenance works, requiring end-to-end oversight of work tasks raised across a range of industry and household recognised brands in Telecommunications, Banking and Finance, and Manufacturing. Located with the National Contact Centre team, the role helps ensure reactive works are correctly understood, prioritised, allocated to the right supplier or technician, then monitored through to completion, and escalated wherever a delivery risk may exist.
The successful candidate will bring practical technical judgement to the work order process, helping distinguish urgent technical faults from routine maintenance requests, clarify job scope, identify missing information, and support effective dispatch decisions across electrical, HVAC, mechanical, hydraulic, fire, building fabric and general maintenance categories.
What you’ll do
- Technical Works Management
- Monitor reactive works from diagnosis and creation through attendance, quotation, approval, completion and close-out.
- Identify jobs at risk of SLA or KPI breach and escalate early with clear recommended actions.
- Maintain accurate work order records, including priority, status, technical notes, jeopardy updates and customer communications.
- Maintain a live jeopardy register or dashboard for at-risk (all priority levels as per relevant contract KPI matrix).
- Ensure on-time supplier attendance, complete service reports that correctly evidence the works have been performed, any safety information is provided, manage quotations required and any evidence required for completion is attached to the relevant work orders.
- Meet with supplier representatives, as required, alongside supplier performance manager.
- Understand the technical scope of delivery and ensure that the works performance is managed in line with these requirements while adhering to the appropriate well-defined budget controls.
- Workorder / Task Management
- Apply technical judgement to triage incoming reactive maintenance requests and confirm the likely trade, priority and next action required.
- Clarify job scope by asking the right technical questions before dispatch, reducing repeat visits, incorrect allocations and avoidable delays.
- Allocate work to appropriate suppliers or technicians based on trade type, urgency, location, contract requirements and service level obligations.
- Manage reactive work order lifecycle from task creation and assignment through to completion and closure.
- Monitor all active works across priority levels to ensure compliance with KPIs, SLAs and escalation pathways.
- Identify and resolve blockers for tasks at risk due to access issues, supplier delays, approvals or quotation delays.
- Ensure timely supplier performance by securing attendance, updates, completion details, service reports and quotes, escalating non‑performance when required.
- Provide structured stakeholder updates on task status, risks, required actions and expected completion timeframes, acting as a first escalation point for complex issues.
- Maintain accurate task records including prioritisation, status updates and jeopardy reporting across internal and external systems.
- Customer Service
- Represent ISS as a professional, solutions‑focused partner supporting technical service delivery and contract performance.
- Build strong stakeholder relationships with Facilities Managers, customers, end users, suppliers and internal teams.
- Provide timely, accurate updates on reactive tasks, including status, risks, delays and required actions across phone, email and CMMS.
- Support Facilities Managers by providing accurate technical updates, supplier feedback and delivery risk summaries.
- Maintain high communication standards.
What We’re Looking For
- Trade background or strong technical services knowledge, ideally across electrical, HVAC/refrigeration, mechanical, building services, fire systems, hydraulic services or general maintenance.
- Confidence communicating with Facilities Managers, suppliers, technicians, customers and end users.
- Experience in service coordination, facilities support, property maintenance administration, or a comparable operational environment. Preferable 3-5 years’ experience
- Understanding of maintenance coordination processes, work order lifecycle management and reactive works administration
- Experience managing multiple reactive work tasks, escalations, supplier follow-ups and updates while adhering to KPIs and SLAs in a high-volume environment
- Strong planning, organisational and analytical skills
- Excellent communication skills, written and verbal, with the ability to provide clear and accurate status updates
- Ability to work autonomously and in a team as required
- Experience in managing challenging situations, competing priorities and issues at risk of KPI or SLA breach
- Ability to work to tight timeframes, maintain accuracy and manage customer and stakeholder expectations in a fast-paced operational environment
- Ability to remain calm under pressure, manage competing priorities and escalate issues before they become service failures.
- Comfortable using Microsoft 365, work order systems, CMMS platforms and reporting tools.
- Desirable experience as an electrician, HVAC technician, refrigeration mechanic, building services technician, maintenance planner, scheduler, service coordinator or facilities support specialist will be highly regarded.
Why Join Us?
- Exclusive staff discounts with a wide range of partners.
- Learning & development programs to support your career growth.
- Global career pathways – opportunities to grow within ISS worldwide.
- A positive team culture where your success is celebrated.
How to Apply:
Click on the 'apply' link and complete the online application.
Our Commitment:
ISS fosters a culture of inclusion and diversity, welcoming applications from Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, individuals from diverse cultural backgrounds, and LGBTIQA+ communities. We are committed to fair pay and a safe working environment.
Learn more about ISS in Australia and New Zealand on our website.
Please note: No agency applications are accepted
