Reporting into the Service Delivery Manager, the Rebuilds Customer Coordinator will join our Service Delivery Team on a Full-Time basis at our Welshpool facility. This role involves coordinating all Off-Site Repair (OSR) solutions, managing work orders and WIP, and supporting store KPIs while delivering an exceptional customer experience. Acting as the single point of contact between customers and WesTrac’s workshop, service advisers, and planning team, you’ll oversee scope, scheduling, progress inspections, and invoicing to ensure repairs meet agreed timeframes and budgets. You’ll also investigate customer needs and provide value-driven solutions that strengthen long-term relationships.

Roster: Monday – Friday, 10.5 hours/day (including meal break)

What You’ll Do:

• Act as the single point of contact for customers, managing OSR and service repair queries while liaising with the workshop and planning teams.
• Communicate job scope, requirements, and variations to internal teams & external customer, and monitor progress to ensure timely completion.
• Lead weekly WIP meetings, provide status updates, and ensure jobs meet agreed timeframes, scope, and budget.
• Offer repair and service solutions in collaboration with workshops, Operations Support, and Material Logistics Team to exceed customer expectations.
• Manage work orders, approvals, and invoicing accurately, including variations and warranty claims, in line with WesTrac policies.
• Identify additional customer opportunities and coordinate inspections, tours, and internal meetings to maintain strong relationships

Skills & Experience:

• Trade qualification in Heavy Diesel/Automotive or Caterpillar Foundational Training (desirable).
• 5+ years’ experience in technical support or commercial roles involving rebuilds.
• Strong customer service, stakeholder engagement, and meeting facilitation skills.
• Problem-solving ability with mechanical aptitude and technical interpretation skills.
• Excellent communication and organisational skills; proficient in Microsoft Office and Caterpillar SIS.
• Ability to work independently and collaboratively while managing changing priorities

Our Benefits inclusive of but 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 & Upskilling through our award-winning WesTrac Institute.  
• 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, offering 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: 5099