AddressIf you are a dynamic leader with experience in managing field service teams, possess technical knowledge, and thrive in a customer-centric environment, we invite you to apply for the Service Support Manager position.
Join us in delivering exceptional service, managing a dedicated team, and contributing to our success in Melbourne/Tullamarine.
Key Duties:
- Team Management: Oversee and manage Service Controllers, ensuring daily deliverables are met and maintaining efficient Service Job allocation and Technician Territories.
- Service Hub KPI's: Monitor and manage Service Hub Key Performance Indicators, including email responses, calls, and service quality.
- Customer Parts Requests: Process and fulfill customer parts requests, ensuring timely and accurate responses.
- Warranty Process: Manage the end-to-end Warranty process, ensuring compliance and customer satisfaction.
- Point of Contact (POC): Serve as the primary point of contact and troubleshooter for customers, addressing concerns and resolving issues effectively.
- Service Calls: Create and manage service calls within our mainframe, ensuring accurate and detailed documentation.
- Toolbox/Team Meetings: Conduct regular Toolbox/Team meetings to foster communication, share updates, and ensure a collaborative team environment.
Requirements
Must-Have's:
- Team Management Experience: Previous experience in managing field service technicians and controllers.
- Technical Knowledge: Mechanical/Auto Electrical knowledge to effectively oversee and support the team.
- Leadership Skills: Proven experience in managing a team, demonstrating strong leadership and communication skills.
- Customer Service Focus: A strong customer service focus, ensuring customer satisfaction and building positive relationships.
- Can-Do Attitude: Approach challenges with a positive "can-do" attitude, fostering a proactive and solution-oriented team culture.
- Process Improvement: Ability to constantly seek and implement process improvements, optimizing efficiency and effectiveness.
