PDS Australia

Job Title:



Site Specific Location


AAES PDS Division

Reports to:

Customer Service Manager

Supervisory responsibilities:




Full Time/Part Time:

Full Time 38 hours per week

Work Schedule:

Monday to Friday Hours, span of hours, 06.00 – 18:00



General Summary:

Planning and service work management ensuring that technicians are productive and jobs are completed on time and within budget. This role will also be required to monitor the daily and periodic reports and adjust productivity trends.

Principle Duties &


  1. Engage in a culture of Health & Safety within the team.
  2. Engage in the development and implementation of projects that assist in driving planning and technician efficiencies and productivity.
  3. Enter the schedules into the service planner ensuring that the technicians times are fully accounted for and productive.
  4. Work with supporting teams in the organisation (i.e. technical sales, contract sales, supply chain) to ensure that all customer/contract requirements are accurately implemented
  5. Manage the regionalization and ensure that workloads and technicians are balanced in each region
  6. Work with customers to deliver to customer KPIs
  7. Periodically conduct a full review of the PM schedule ensuring that PMs workloads are balanced each month for the working days and the specific areas of work
  8. Review overdue WIP jobs each day and drive service teams to complete
  9. Maintain job profitably and within budget
  10. Regular engagement with customers, sub-contractors and technicians to ensure customer satisfaction.
  11. Attend to phone calls from customers and sub-contractors on a regular basis.
  12. Support, coach and develop those in your team and supporting teams to drive efficiency and competency in their teams.
  13. Any other tasks as may be assigned by the company, upon consultation.


Knowledge, Skills & Abilities Required:

  • Minimum of 3 years’ experience in planning, managing and scheduling technicians in a service industry.
  • Experience in the service, building and/or construction industry.
  • Understanding of service business i.e., maintenance process
  • Experience in setting up and monitoring customer service KPIs and reporting
  • Ability to run and understand workflow reports and monitor trends
  • Ability to analyse KPI reports and determine best solutions to resolve delivery or productivity issues
  • Previous experience in having worked with technical and product information and service offering/standards an advantage
  • Intermediate to advanced knowledge of Microsoft Office suite
  • ERP knowledge.
  • High degree of experience using customer portals
  • Ability to plan in advance including customer contact when booking

Special Competencies Required:

  • Time management and working to deadlines.
  • Effective communication and building effective relationships.
  • Well-developed organizational skills and ability to coordinate paperwork/reporting requirements.
  • Efficient problem solving
  • Must be service orientated and have a passion for service and customer relations through a hand on approach.
  • One on one and small team training facilitation (apps, client portals, company processes etc)
  • Assertive, with a positive attitude
  • Must have current drivers licence and own transport.
  • Advance Excel Skills
  • Pleasant telephone skills and ability to handle all day-to-day conversations (excluding technical areas).

Key Performance Indicators [KPIs]:

  • Safety
  • Revenue
  • Contribution margin
  • Aged WIP
  • Field Operations costs
  • ASSA ABLOY compliance

Note: KPI’s are developed, set, and managed by the organisation.  Performance of the organisation may determine changing of the set values or the number of KPI’s introduced.




Key Metric Indicators

  • Planned revenue per technician per day
  • Technician billable hours
  • Technician availability
  • Productivity
  • Customer KPI’s

Note: Metrics are developed, set, and managed by the organisation.  Performance of the organisation may determine changing of the set values or the number of metric’s introduced.


An employee has the primary duty of care to ensure the health and safety of workers (including sub-contractors) while they are at work in the business or undertaking. They are also responsible for ensuring work carried out does not carry risk to the health and safety of others, along with strict adherence to Safety Management Procedures and Policies.



Required Level:

High school (Year 12) and or equivalent


Tertiary education

Additional Information:


Physical demands:

Physically fit, able to drive and travel. See attached last page.

Travel requirements:

To meet organisational, customer and employee requirements.



On-call availability:

As required.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Bangholme, VIC, AU, 3175

Customer Service & Contact Center Operations
Travel Required: 0%-10%
Entry level