AddressBigboi is a proud Australian Car Care brand selling our products globally in over 35 countries worldwide and has quickly become the number 1 go to brand for Car Detailers, Retailers and Car Enthusiasts all over the world with its premium range of electrical car care products.
Due to rapid global expansion, we are looking for a Customer Support Technical Manager to be based at our Head Office in Revesby, Sydney on a full-time basis, reporting to the General Manager and CEO.
Key Responsibilities:
1. Customer Service Management
- Oversee the customer service team to ensure timely and effective resolution of customer inquiries, complaints, and issues.
- Implement strategies to enhance customer satisfaction and loyalty.
- Monitor customer feedback and implement improvements based on feedback analysis.
2. Warranty Claims Management:
- Manage the warranty claims process, including the validation, approval, and reimbursement of warranty claims.
- Work closely with our factories to address recurring issues and minimize warranty claims.
3. Spare Parts Management:
- Develop and implement inventory management strategies with our factories to optimize spare parts availability to our global customers, while minimizing costs.
- Ensure accurate tracking of spare parts inventory and timely replenishment to meet demand.
4. Technical Support:
- Provide technical support to customers, service centres, and your internal support team.
- Coordinate with our factories when necessary to provide timely resolutions to technical issues.
5. Service Center Operations:
- Oversee service centre contractors, including training when necessary.
- Monitor service centre performance and work with them on any improvements needed.
- Organise additional service centres where necessary to ensure our customer repair service is accessible in all areas to our customers across Australia, NZ, Canada and the USA.
Your Qualifications:
- Minimum of 3-5 years of experience in after-sales service management.
- Understanding of electrical products or similar is key requirement.
- Excellent leadership and communication skills with the ability to motivate, inspire and support your team and our partners.
- Proficiency in analysing data and metrics to drive informed decision-making.
- Proven track record of improving customer satisfaction and loyalty.
- Familiarity with warranty management systems and software, as well as Microsoft Office, Google Drive and the confidence and ability to learn and understand our 3PL systems.
- Ability to thrive in a small team, but a dynamic and successful environment and adapt to changing priorities.
- Initiative, Driven, Good Common Sense, Friendly, Approachable, Good Communication skills, Proven Team Leader, Good Time Management Skills, Works well Autonomously, Strong Work Ethic, the ability to grow with the role as the company grows further.
We will offer:
- On the job training
- Generous staff discounts
- Opportunity for growth within the business
- Great work environment
Summary of role requirements:
- Looking for candidates available to work:
- Monday: Morning, Afternoon
- Tuesday: Morning, Afternoon
- Wednesday: Morning, Afternoon
- Thursday: Morning, Afternoon
- Friday: Morning, Afternoon
- 2-3 years of relevant work experience required for this role
- Working rights required for this role
