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Job ID :
46939BR
Location :
Australia - Sydney
:
Job Description

This is a great opportunity for an experienced Service Manager to formalize and build the technical support specialist team infrastructure and manage the Specialty Diagnostic (SD) Field Service engineers within the ANZ region.


Responsibilities

  • Manage the strategic activities of technical specialists and SD engineers
  • Ensure effective resolution on resolving customer questions/issues related to technical support
  • Maintain and analyze department metrics & procedures to identify areas for process improvement/efficiency gains
  • Work with your team to develop and implement cross training to ensure the best skills and knowledge and efficiency on the job
  • Create process utilizing current business tools for developing technical knowledge base to capture, leverage, and share common issues for quick diagnosis of customer problems
  • Develop, in conjunction with service operations manager, a 24/7 call center support capability in support of customer contract requirements and/or critical response customer segments

Requirements
  • Bachelor’s degree, preferably in an engineering discipline or technical field, or service business management
  • 5+ years of direct management experience in a customer environment and/or service management
  • Strong organizational, analytical, process and communication skills
  • Understanding of Customer Management tools and their benefits
  • Financial acumen, ability to understand the implications of decisions on revenue, costs and margins
  • Technically capable of understanding the product range
  • Ability to set and achieve aggressive goals
  • Ability to handle multiple projects simultaneously, set priorities and consistently meet deadlines
  • Strong bias for action


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