Nikolina Surbevski

· Managed service sales and contracts, acting as the primary state contact for service accounts.

· Developed and maintained strong client relationships to drive revenue growth and retention.

· Identified and pursued new business opportunities through networking and strategic outreach.

· Negotiated contracts, optimised pricing, and ensured profitability across the service portfolio.

· Developed and executed sales strategies to achieve and exceed revenue targets.

· Conducted market analysis, tracked competitor activity, and provided key business insights.

· Led sales presentations, attended client meetings, and collaborated across divisions.

· Worked collaboratively with internal teams to enhance customer service and portfolio performance.

· Partnered with clients to identify and implement the most effective corrective repair options, managing specific post-contract programs that reduced costs for both parties.

· Organised contractor meetings and delivered comprehensive Reports, including updated asset lists, expenditure per site, and identified asset reactive trends to support informed decision-making on long-term asset solutions.

· Provided Life Cycle Analysis at the 12-month mark to assist with CAPEX budgeting.

· Led performance management, analysing data and open jobs to identify trends and operational issues. Regularly communicated findings to internal teams (Planning, Quoting, and Parts), ensuring performance improvements and solutions were implemented.

· Participated in team leader meetings to analyse the performance of Major Accounts, identify operational issues, and implement solutions to improve service delivery and client satisfaction.

· Ensured compliance with WHS laws, safety policies, and company standards.

• Daily staff management of the office-based service team to provide coaching and assistance as required
• Daily staff management of the field technicians including ensuring they are adopting safe working practices and identifying any training needs
• Daily staff management of the Warehouse / Inventory Coordinator ensuring the management of warehouse stock levels and parts for jobs
• Overseeing and following up on field technician unproductive time
• Managing compliance requirements for equipment and technician vehicles
• Participating in weekly client service meeting
• Ensuring all HSE compliance activities for the state are undertaken – HSE Toolbox meeting, compliance audits of both field and vehicles
• Quoting all Do and Charge Service Works
• Managing Service Team to ensure compliance to internal and external quality control
• This includes the correct logging of service calls, compliance to internal process including triage service calls where possible
• Managing Service Technicians and providing coaching and direction
• Liaising with clients to ensure service performance is meeting client expectations
• Accountable for Service contractual KPI compliance through office and field based team members
• Ensuring Subcontractor Management is being carried out satisfactorily and liaising with Subcontractors to ensure quality management of jobs
• Completing Customer and Internal Reports and providing updates as required
• Monitoring relisted works to ensure Service Team are actioning and detail from technicians is adequate and ensuring parts requirements are actioned appropriately and in a timely manner
• Monitoring to ensure technicians are completing works in a timely manner
• Managing technician team to control costs and ensure any overtime requirements are controlled accordingly
• Communicating / working with the relevant Account Managers / Division Managers to ensure effective RM and PM Service Management is maintained
• Ensuring relevant data is entered in customer portals where applicable
• Approval of service-related Purchase Orders and monitoring of costs
• Ensuring the health, safety and wellbeing of staff and WHS Policies and Procedures are always followed
• Managing state On Call Technician Roster
• Being available On Call Manager on a monthly rotating Roster
• HR performance reviews carried out

• Managed team of 5 direct reports
• Managed Accounts Receivable down from $5.4 M to $3.3 M within a 6 month period
• Reduced aged debt (90+ days) from $1.1M to $167K
• Reduced DSO’s (Daily Sales Outstanding) from 99.85 days outstanding to 24.69 days outstanding
• Implemented invoicing efficiencies through the development of consolidated invoicing (EDI) with customers
• Improved the timeliness of Invoicing, reduced outstanding aged WIP to less than 60 days
• Developed compliance reporting to drive error count down
• Performance management and coaching and mentoring of direct reports
• Ensured accuracy and timely invoicing in line with customer expectations and timeframes
• Assisted with the new customer on boarding and contract implementation in the organisation
• Developed operational field and administration documentation to assist in the interpretation of business contracts with customers
• Developed and implemented business compliance and quality assurance to realise revenue opportunities and contractual compliance
• First contact point for customer queries
• Assisted regions in the timely quoting of works to enable faster invoicing
• Focal point for customer and business queries relating to invoices and Accounts Receivable
• Worked with Account Managers to deliver improved levels of service for both contract and non-contract customers
• Attended monthly meetings with customers to provide financial reporting, review outstanding items and work with customers to streamline processes
• Worked with both business and customer stakeholders to minimise aged debt and implement process reforms to ensure faster invoicing, improved accuracy and the timely submission of invoices to the end client
• Assisted the National Sales and Business Development Management to develop customer reporting and internal performance measurement reporting

• Managed 10 direct reports
• Developed unique invoicing codes to enable the consistent and accurate invoicing of jobs to customers
• Analysed and identified areas for improvement across the CSG teams ensuring the highest level of accuracy and proficiency
• Developed and implemented weekly WIP meetings with stakeholders
• This included standardising WIP ledgers to better facilitate accountability and ownership of tasks
• Contact point for customer queries
• Assisted regions in the timely quoting of works to enable faster invoicing
• Assisted the National Sales and Business Development Management to develop customer reporting and internal performance measurement reporting

• Allocation of service calls to field staff
• Logging and tracking of outstanding service calls
• Liaising with technicians / subcontractors daily to discuss open or relisted jobs to ensure KPI’s were met and / or a resolution plan was put in place
• Focused on minimising labour and travel costs with a view to maximise the job margin
• Escalation of service call issues
• Timely and effective management of customer complaints
• Focal point for service-related queries
• Invoicing of Do and Charge Service and installation works
• Assisted National Manager in creating and implementing procedures for operations, finance and HR tasks
• Data entry of timesheets / service dockets into business ERP (Pronto)
• Consolidation of timesheet information and submission to HR Manager
• Raising purchase orders
• Receiving supplier invoice and purchase orders into Pronto
• Assisted in yearly business stocktake, reporting final figures and liaising with staff to ensure counts are accurate