Service Centre Administrator

ABOUT VOLGREN:

Volgren was established in 1977 and is Australia’s largest and most successful bus body builder. We operate three manufacturing facilities located in Queensland, Victoria and Western Australia, along with Aftersales facilities across five states — Victoria, Queensland, Western Australia, New South Wales and our newly opened facility in South Australia. 

Volgren is part of the Marcopolo Group – a Brazilian Bus Manufacturer. It has a manufacturing presence in 12 countries, employing more than 14,000 people.

Volgren builds bus bodies for the world’s leading chassis manufacturer’s including Volvo, Scania, Mercedes, MAN and most recently we delivered Western Australia’s 100th ‘E’ bus on the Volvo chassis.

Our uncompromising manufacturing standards, class leading technology and our unmatched after sales service ensure our customers can trust in our product.

Our focus is to provide great working and learning opportunities to passionate people who are ready to walk with us towards growth, progress and transformation. We are a bunch of people who really love what we do, champion ideas and innovation, get around each other and strive for quality.

Our focus is to provide a safe working environment with multiple opportunities for passionate and enthusiastic people who want to improve and hone their skills whilst learning about the manufacture of the transport of future - Electric Vehicles.

Our values include:

• Respect and Appreciation of People
• Commitment to Excellence
• Customer Satisfaction
• Ethics and Integrity
• Sustainability
• Teamwork

BENEFITS:

• The opportunity to build on your current skills and open further doors in the manufacturing industry.
• Continue to be a part of a growth orientated global organisation.
• Local and international career opportunities with Volgren Australia and Marcopolo
• Ability to work within a close team environment
• Opportunity to travel interstate
• Be part of the National Incentive Program
• 24/7 Free access to our Employee Assistance Program (EAP)
• Free onsite parking available

ABOUT THE ROLE: 

We are currently looking for a Service Centre Administrator to join our Aftersales facility in Ingleburn. Providing administrative and operational support to the After Sales business nationally. The role is accountable for warranty administration, service planning coordination, customer communication, reporting, and invoicing.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide professional and timely responses to customer enquiries via phone, email, and in person.
• Ensure customer issues are directed to the appropriate personnel and followed through to completion.
• Administer all warranty claims nationally, including claim creation, review, validation, submission, tracking, and closure.
• Ensure supporting documentation is complete and accurate.
• Monitor warranty performance, identify trends, recurring failures, and cost drivers.
• Prepare monthly warranty reports for management review.
• Coordinate national service schedules, technician allocations, customer bookings, and resource planning activities.
• Maintain planning tools and service calendars.
• Maintain and continuously update planning systems and scheduling tools to ensure accurate visibility of service workloads, technician availability, customer priorities, and resource requirements.
• Create, monitor, and close service work.
• Ensure labour, materials, subcontractor costs, and supporting documentation and accurately captured.
• Prepare and process service invoices, credit notes, purchase orders, timesheets, and customer billing documentation.
• Maintain accurate information within ERP systems, planning and warranty tools, and customer records.
• Coordinate general office administration, stationery, mail distribution, supplier liaison, meeting support, and facility administration as required.
• Assist with debtor management, statement distribution, payment follow-up, and resolution of customer invoice queries.            

COMPETENCIES:

• Strong customer service focus.
• Excellent written and verbal communication.
• High attention to details.
• Planning and organizational Skills.
• Problem-solving capability.
• Time management.
• Stakeholder management.
• Analytical and reporting skills.
• Continuous improvement mindset.

EDUCATION / EXPERIENCE:

• Certificate IV or Diploma in business Administration, Operations Management, Logistics, or equivalent experience.
• Experience in After Sales, Service Operations, Manufacturing, or transport Industries.
• Experience managing warranty processes.
• Experience with scheduling and planning systems.
• Experience with ERP systems and reporting tools.
• Advanced Microsoft skills, Power BI reporting(desirable), warranty management systems and EPICOR ERP.

This position also requires the applicant to undertake a pre-employment medical which includes a drug and alcohol analysis, musculoskeletal evaluation, and hearing test.

Applicants must have the right to work and live in Australia.

Our Diversity and Inclusion Commitment:

Volgren is an equal opportunity employer and is committed to attracting and developing an inclusive and diverse workforce that reflects the community we serve. 

As an Inclusive employer we welcome applicants from diverse backgrounds such as Aboriginal and Torres Strait Islander people from Indigenous Business Sectors, people of all genders including those who identify as LGBTQIA, people with a disability and from disability enterprises, people from Sustainable Regions, Disadvantaged Sectors and Social Enterprises and people from culturally and linguistically diverse backgrounds.

We are committed to treating every application objectively, follow a coherent screening and interview process and we hire based on attitude, skill and merit.

**PLEASE NOTE: Due to a high volume of applicants, only short listed candidates will be contacted.*