Service & Maintenance Delivery Manager

Service & Maintenance Delivery Manager (NSW, ACT, QLD)

Permanent Full Time

Macquarie Park, NSW

What we do

From humble origins installing one of the first Tesla chargers in Victoria, JET Charge is now, 10 years down the track, Australia’s leading EV charging infrastructure and technology company.

We are the preferred charging partner for almost all vehicle brands and have deployed more charging stations than any other company in Australia, from one car garages right through to some of the world’s largest EV infrastructure highway projects. Our in-house team of developers also produce industry leading charging technology, from chargers to grid and energy management systems, with our products being behind the scenes of some of the world’s leading EV charging projects.

Our Team

We are a group of humble but boundlessly ambitious people, on a mission to break down the barriers to EV charging, so that everyone can realise a low emissions future.

Our purpose pillars are: Sustainability, Industry, and Equity. The EV transition is a once in several generation chance to create a new normal, and from the day we were created, JET Charge has chosen for that new normal to be one that is cleaner, Australian industry building and more equitable.

To achieve that, we have built ourselves from the ground up, with diversity of thought, gender, age, background and experience at our core.

We believe our culture is our competitive advantage, and it is one that is diverse, determined and fearless. We believe that every one of us is a custodian for that culture and we hope to welcome you as the next member of our team.

The Role

As the Service and Maintenance Delivery Manager for NSW, ACT and QLD, you will play a crucial role in ensuring the efficient operations of our service and maintenance department. Your responsibilities will revolve around managing client’s charging issue and coordinating rectification with contractors, internal technicians or OEM’s.

There will be a heavy usage of the service and maintenance ticketing system, SIMPro, JOT Forms, Emails and liaising with clients and contractors to resolve charging issues.

Your attention to detail, organisational skills, and ability to work collaboratively will be key to maintaining the high standards of our service and maintenance operations.

Main duties

Role & Duties

Manage Preventative Maintenance Works

• Ensure scheduling of planned preventative maintenance meets desired service levels.
• Respond to Customer enquiries within an agreed SLA.
• Achieve a Net Promoter Score >60 for service and maintenance.
• No safety incidents.
• Ensure all invoicing in completed.
• Customer reporting as per agreed SLA agreements.

Manage Reactive Maintenance Works

• Ensure scheduling of reactive service and maintenance works meets desired service levels.
• Respond to customer enquiries within an agreed SLA.
• Attend site to fix.
• Maintain New and Existing client base and ensure uploaded in software system.
• Achieve a Net Promoter Score >60 for service and maintenance.
• No safety incidents
• Ensure all invoicing is completed.
• Customer reporting as per agreed SLA agreements.

Sub-contractor engagement

• Ensure all contractors are onboarded through JET Charge Network.
• Ensure all contractors have the correct training.

Team Management

• Direct report satisfaction => 8 out of 10
• Works delivery team satisfaction => 8 out of 10
• Performance plans in place and up to date >95%
• Training and Development plans up to date >95%

Service and Maintenance Systems / Technology

• Assist in process and system development of the Service and Maintenance business line.
• Assist in technology system uplist and improvement projects where required as a business priority.
• Provide solution-based improvements and feedback around business improvement for the service and maintenance business line.

Manage spare parts procurement

• Ensure required parts are in stock for availability and SLA in agreement.

Safety

• Ensure your own safety at all times.
• Intervene when you see an unsafe act at any time.
• Report Hazards and/or incidents immediately and rectify when possible.
• Always ensure safe systems of work in your team.
• Ensure safety is reviewed and actioned on a regular basis.
• Ensuring all incidents on your projects (for contractors and JET Charge employees) are reported as soon as possible and in line with our procedures.
• Ensure contractors have appropriate systems in place to manage workplace health, safety and wellbeing.

Performance Metrics

Key Performance Indicators (KPIs)

Maintenance Performance Metrics:

• Resolution of charging issues within a timely manner.
• Work quality and accuracy and reporting.
• Customer feedback on JET Charge Performance.
• Profitability on maintenance works.
• Consistent and detailed customer updates and communications.

Ticketing System Metrics:

• Customer Satisfaction, measured by direct comment feedback or NPS feedback.
• SLA Management and/or time to rectification
• Correct data entry for statistical accuracy.

What are we looking for in our candidates?

• Highly motivated and able to work under pressure.
• Ability to work with others in a collaborative team environment.
• Proven experience in managing contractors and clients.
• Demonstrates constructive behaviors to customers, contractors, and peers.
• Someone who enjoys fault finding / troubleshooting issues relating to EV Charging and technology.
• Excellent attention to detail together with an ability to work fast and prioritise key workloads.
• Someone who is confident with IT software programs and has strong customer communication skills.
• Someone who will model our values and live our culture.

Our Commitments to You

We want to be an employer of choice within our industry, and as part of our commitment to you we provide an extensive Employee Value Proposition program, including flexibility of working environments, tailor-made career development, and EV charging benefits.

Other Things

To apply for this role, you need to be an Australian Citizen or a holder of an Australian Residence Visa. The role is permanent full-time, but we are happy to have a conversation about flexible arrangements. The role is based in our Macquarie Park office, with a hybrid working arrangement.