Rebuilds Customer Coordinator

Reporting to the Service Delivery Manager, the Rebuilds Customer Coordinator is accountable for Off-Site Repair (OSR) solutions, customer engagement, task planning, and WIP/work order management, supporting store KPIs and the overall customer experience for WesTrac rebuilds and service enquiries. As the single point of contact between customers and internal teams, the role coordinates scope, scheduling, inspections, and invoicing to ensure work is completed within agreed timeframes and budgets. The position ensures OSR repair needs are thoroughly assessed and that solutions deliver value to both the customer and WesTrac, supporting long-term customer relationships.

The successful candidate will join our Customer Service team on a permanent basis at our Welshpool, Machine & Rebuild Fabrication Centre.

Department Overview: Welshpool Rebuilds -The Mining Rebuilds workshop at Welshpool, WA, offers cost-effective rebuilds and repairs for Caterpillar equipment. We specialise in Caterpillar certified rebuilds (CCR) and tailored rebuild programs, ensuring optimal performance and minimal downtime. 

**Roster –**5:2 Roster / Days / Monday to Friday ,10.5 Hrs/Day

What You'll Do:

• Act as the single point of contact for customers, coordinating between workshop, planning, and operations teams to manage all rebuild and OSR activities.
• Plan, monitor and coordinate work scopes, ensuring all jobs are delivered within agreed timeframes, budget, and customer requirements.
• Facilitate weekly WIP meetings and progress reporting, actively tracking job status and addressing delays or risks.
• Develop and present repair and service solutions, working collaboratively with technical, operations, and parts teams to meet or exceed customer expectations.
• Manage workorders and variations, ensuring accurate creation, updates, approvals, and invoicing in line with policies and DOA.
• Maintain strong customer relationships and identify additional opportunities, ensuring a high-quality, solution-focused customer experience throughout the rebuild lifecycle.

Skills & Experience:

• Proven experience in a heavy equipment, rebuilds, or technical service environment, with strong mechanical or operational understanding.
• Highly developed customer relationship and stakeholder management skills, with the ability to influence and communicate effectively at all levels.
• Strong organisational and coordination capability, including the ability to manage multiple priorities, WIP, and deadlines.
• Demonstrated problem-solving and analytical skills, with the ability to interpret technical information and provide practical solutions.
• Sound commercial and systems awareness, including workorder management, budgeting, and intermediate computer/BI reporting skills.

Our Benefits include, but are not limited to:

• Financial Benefits - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & more than 600 retail discounts, such as, Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness - Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career - Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our award-winning WesTrac Institute
• Employee Referral Program - Opportunity to receive a referral bonus up to $5000 for applicable roles
• Additional Perks - Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offers a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number: 5786