Customer Service Manager

Neo are Australia’s largest industrial design company specialising in self-service terminal technologies. We custom design and build autonomous solutions that streamline complex processes, deliver efficient Customer Service and provide a brand point-of-presence. In the last 30-years we’ve supplied over 100,000 terminals across the world. Our passion stems from designing innovative solutions for clients that stand the test of time. 

We partner with major technology companies such as IBM, HP, NEC, Lenovo and others to create unique self-serve technology for high profile brands such, Coles, Tabcorp, FujiFilm, Qantas, Officeworks and government institutions. 

As a result of our recent success in securing several large contracts, Neo are excited to have a number of new roles to fill.

THE ROLE

We are looking for a dynamic Customer Service Manager who will be responsible for the delivery of operations for our growing Service department. 

You will provide first class support to our customers to ensure their requests are actioned, assigned, managed, and monitored for a positive outcome.  You will proactively improve processes and look for opportunities to support the ongoing growth of the Service Centre.

You will: 

• Process service tickets and respond to customer requests quickly and professionally to maintain strong customer relationships.
• Cross functional collaboration with relevant internal departments to direct and resolve service requests. 
• Maintain inventory for Service Centre and accurately record movement.
• Work closely with your key customers to exceed requirements of support contracts.
• Manage service team members to ensure the team's objectives and goals are met.
• Have a good understanding of Neo’s products and Services to provide advice regarding repair/work required.
• Proactively identify opportunities to improve service methods to increase the departments productivity.
• Develop and manage SLA’s.
• Provide support and advice to Commercial team to guide aftersales requirements.
• Identification and realisation of cost reduction opportunities
• Accurate and timely reporting of Service data

WHAT YOU’LL NEED

• Tertiary qualification in Business, Administration, Customer Service, (or relevant)
• 3+ years experience in a Service Management role (preferably within a tech environment) 
• Strong commercial acumen and leadership skills
• Experience with engineered products (desired, not essential) 
• Extensive experience using an ERP & CRM system
• Ability to solve issues and improve process 
• To be dynamic and adaptable as requirements change

WHY NEO? 

• Great remuneration package
• Easy access with free on-site parking
• Friendly, Innovative Culture
• Work in a growing global business alongside an impressive list of clients and partners
• Job Security - Celebrating 30+ Years of Business
• Friendly Culture with fun social events

We enjoy a friendly, innovative culture but when we get around the office table tennis table the completive edge comes out. We also have weekly company catch ups where there are sweets and savouries and the occasional beverage.

We encourage our people to have constructive, open and honest communication in order to make Neo extraordinary; innovate and create smart solutions.

We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means our people are always looking for ways to do things better. 

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. Our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do.