Customer Service Manager

HBT Group; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary package

Career development opportunities

Job summary

Pempek Systems Pty Ltd is a HBT Group company leading control, telemetry and automation solutions for mining and engineering sectors in Australia. The Customer Service Manager role focuses on delivering state-of-the-art mobile machinery control system solutions, leading teams, and ensuring customer satisfaction across mining projects.

The position requires strong organizational skills, project coordination ability, and a commitment to safety.

Qualifications

• Any qualifications in business, mining, engineering or related technical discipline or equivalent industry experience.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Project coordination and planning skills.
• Ability to work collaboratively with engineering, service and operational teams.
• Analytical and problem-solving skills.
• Strong attention to detail, administrative skills and time management abilities.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office suite, particularly Excel and Word.
• Strong focus on safety.
• Availability to support customers outside of business hours and work alternative shifts (afternoon/night/weekend) as needed.
• Ability to travel if/ when required.

Responsibilities

• Acting as the primary point of contact between the business and customers' engineering teams.
• Liaising with engineering teams to develop and deliver effective technical solutions that meet customer requirements.
• Coordinating and support a team of technicians and support staff to ensure efficient service delivery.
• Monitoring and reporting on key performance indicators (KPIs).
• Facilitating daily, weekly and monthly operational meetings.
• Identifying skill gaps within the team and coordinate training and upskilling initiatives.
• Coordinating team schedules and equipment shipments to maintain an efficient workflow.
• Driving continuous improvement of service processes from initial customer contact through to project completion.
• Acting as the primary point of contact for customer enquiries and complaints, ensuring timely resolution.
• Ensuring service documentation is current, accurate and compliant with ISO 9001 quality standards.
• Overseeing inventory and company assets to support operational requirements.
• Maintaining quality assurance processes and ensure service documentation remains current.
• Supporting service facility audits and ensure compliance with company quality standards.
• Monitoring and managing customer feedback and OPPI actions.
• Overseeing warranty administration and related processes.
• Coordinating operational logistics to support service delivery and customer requirements.
• As required Project management oversight of projects to ensure scope, budget and on time delivery.
• Utilising project management and leadership skills to coordinate the engineering services team and ensure customer requirements are delivered on time and within budget.
• Developing the business increasing income, client base, market sectors and geographies.

Skills

Project coordination

Time management

Analytical thinking

Cross-functional collaboration

Excel proficiency

Education

Business/Mining/Engineering related discipline

Tools

Microsoft Excel

Microsoft Word

Job description

Pempek Systems, a HBT Group company- is Australia's leading control, telemetry and automation solution provider to the Mining, Construction and Engineering sectors. Established in 1985, our product ranges include PLC controllers, motor controllers, electronic over hydraulic control, remote controllers, telemetry systems, graphics function display and human machine interfaces, heavy duty contactors and other flameproof applications for explosive and hazardous area applications, supported by our proprietary software systems.

Pempek is a preferred OEM partner for leading global and Australian mining equipment manufacturers. We have a proud history of innovation and have developed autonomous mining sensor technology, robotics machine control, heavy machine guidance and advanced productivity analytics for our customers in mining and industrials.

About the role:

The Customer Service Manager comes with a strong background in working with customers and end users in the delivery of Pempek’s state of the art mobile machinery control system solutions used above and below ground. Providing service Managementof both Pempek and HBT products, the role focuses on realising customer audience expectations, separate to project administration. The role involves leading teams and working with customers and end users in the mining industry.

The Customer Service Manager’s Key Responsibilities include:

Service

Acting as the primary point of contact between the business and customers' engineering teams.

Liaising with engineering teams to develop and deliver effective technical solutions that meet customer requirements.

Coordinating and support a team of technicians and support staff to ensure efficient service delivery.

Monitoring and reporting on key performance indicators (KPIs).

Facilitating daily, weekly and monthly operational meetings.

Identifying skill gaps within the team and coordinate training and upskilling initiatives.

Coordinating team schedules and equipment shipments to maintain an efficient workflow.

Driving continuous improvement of service processes from initial customer contact through to project completion.

Acting as the primary point of contact for customer enquiries and complaints, ensuring timely resolution.

Ensuring service documentation is current, accurate and compliant with ISO 9001 quality standards.

Operational

Overseeing inventory and company assets to support operational requirements.

Maintaining quality assurance processes and ensure service documentation remains current.

Supporting service facility audits and ensure compliance with company quality standards.

Monitoring and managing customer feedback and OPPI actions.

Overseeing warranty administration and related processes.

Coordinating operational logistics to support service delivery and customer requirements.

Project Management

As required Project management oversight of projects to ensure scope, budget and on time delivery.

Utilising project management and leadership skills to coordinate the engineering services team and ensure customer requirements are delivered on time and within budget.

Business Development

Developing the business increasing income, client base, market sectors and geographies.

About you:

Any qualifications in business, mining, engineering or related technical discipline or equivalent industry experience.

Strong organisational and time management skills with the ability to manage multiple priorities.

Project coordination and planning skills.

Ability to work collaboratively with engineering, service and operational teams.

Analytical and problem-solving skills.

Strong attention to detail, administrative skills and time management abilities.

Ability to work independently and as part of a team.

Proficiency in Microsoft Office suite, particularly Excel and Word.

Strong focus on safety.

Availability to support customers outside of business hours and work alternative shifts (afternoon/night/weekend) as needed.

Ability to work with different global time zones.

Ability to travel if/ when required.

We offer a competitive salary package as well as opportunities for professional development and growth. This is a full-time position with career development and progression available.

Pempek Systems Pty Ltd is an equal-opportunity employer committed to diversity and inclusion within the workforce.