Service Manager - Melbourne, Australia - Proactive Technical Recruitment

Proactive Technical Recruitment

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Global Leader in Automation Products Manufacturing:

Fantastic team culture supporting work/life balance:

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Location Melbourne, possibly Sydney
An outstanding opportunity to join a leading, well-respected automation manufacturer in this key role as Service Manager.

As a result of internal career advancement, this position is now available to a discerning professional looking to relish their next leadership role in service engineering.

As a key member of the leadership team, and overseeing a team of approx.

17 engineers and admin staff, you will make your mark by offering the desired attributes and experience for this role.

Primary Responsibilities:

Oversee and guide all activities of the Service and Technical Support team.
Support SLA (Service Level Agreement) creations, through interaction with the

business functions and sales.

Introduce new processes and procedures while maintaining best practices and

maintain service level agreements.

Monitors department issues and customer complaints.
Develop problem management and service improvement plans.
Ensure customer/business, customer, support, technical parties are represented in

the definition and evolution of services.

Offer customer service.
Maintain customer relationships.
Manage and co ordinate training for staff
Find technical solutions using networks internally and externally

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Business Competencies:

Strategic thinking
Leadership
Operational and functional managing
Business analysis
Managing risks
Prioritisation & Time Management
Clear Communication
Business Relationship Management

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Technical Competencies:

Service Level Management
Service Engineering
Trouble shooting technical issues

CPM Technical Support:

Technical input during project planning and quotations.
Forward plan and forecast on project execution timelines and ensure high level support and flexibility to execute CPM projects and onsite service activities with Team Leaders and Service Administrators.

On-site & Off-site Service Support:

Troubleshooting onsite and offsite handson support for LTS Team.
Ensure adherence to all contracted SLA's
Develop and Maintain resource and knowledge of team to ensure high level support for Sales business strategies and existing installed base products.
Manage resource to ensure service response times, skills and customer service levels meet or exceed market expectations.

Service Sales and Development Support:

In conjunction with sales and MPM develop new and existing service (product) offering and introduction (product launch) into respective markets. Ensure resources can support the new development and strategy.

Preventative Maintenance Contract:

Be actively involved in the growth the Service Contract business across ANZ through collaboration with the other business functions.
Coordinating and providing technical specification input for Service Administrator and Sales teams in developing preventative maintenance contracts.
Guide and assist Service Administrator and Sales with the opportunity to secure new preventative maintenance contracts for previously installed systems and proactive and reactive service quotes.

Business Objectives:

As a member of the leadership team, demonstrate and drive the company core values of leadership across the business.
Work collaboratively with the leadership team and global colleagues to grow the overall ANZ and global business.
In line with SSU-AU's business objectives, strategy, and budget, develop and maintain LTS Cross Divisional Business Plan (shortterm and longterm).
Motivate, engage and lead LTS and Technical Support staff.
Ensure all OH&S requirements are met and regularly audited and maintained.
Identify the strengths (and weaknesses) of Technical Service staff align with departmental objectives and business plan.
In conjunction with HR Manager, manage technical staff Personal Development Program.
Ensure reporting of key KPI's is completed monthly with key focus on driving down "Service and Rest" and maximising utilisation (Performance Utilisation) of team to agreed targets.
Ensure lab, workshop and testing locations in the SSU are maintained in accordance with compliance requirement.
Maintenance of training records, certification and ongoing training and renewal of certification for respective LTS staff.

Any other duties as directed by your manager which may arise from time to time.

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Qualifications and Experience:

Formal qualification or 8+ years of experience in Engineering electrical, electronic, mechanical and / or instrumentation.
Preferably 5 years + technical and management experience in Logistics Automation, Factory Automation, Oil & Gas, Mining industries.
Exposure to an ERP System, preferably SAP Global.
MS Office: Word, Excel (intermediate), Power-Point.
To support and lead a team with strong technical background.
Strong verbal and wri