Field Service Manager

Crown Equipment; Canberra; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounts and cashback program

Health & wellbeing platform access

Corporate health insurance rates

Inclusive working environment

Employee assistance program

Job summary

Crown Equipment is seeking a Fleet Service Manager in Canberra to lead our service team and drive operational excellence across site and field technicians. You will report to the Branch Manager and foster strong partnerships with customers, focusing on delivering service quality and growth in a dynamic materials handling environment.

The role calls for proven leadership, strong communication skills, and a track record of achieving results in a competitive market.

Qualifications

• Management experience and ability to inspire and motivate a team.
• Experience leading a field service or technical team in a competitive environment.
• Tertiary qualifications in business or related fields are highly regarded.

Responsibilities

• Lead a team of site and field technicians to ensure operational excellence.
• Deliver service agreements and increase customer satisfaction.
• Maintain direct contact with current and prospective customers to promote retention.
• Manage field service staff selection, training and performance to drive growth.
• Monitor technician performance and service KPIs on a daily basis.
• Allocate work to meet customer requirements and optimize labour productivity.
• Identify performance gaps and implement continuous improvement initiatives.

Skills

Management experience

Team leadership

Customer focus

Negotiation skills

Education

Business degree

Job description

About the Role

Take your next step, we are looking for an energetic, results-oriented,achiever to join our Canberra Service Team. As a Field Service Manager, you will have the opportunity to lead a team of site and field technicians and be responsible for ensuring the operational excellence of the technical service team under your management. Reporting to the Branch Manager you will contribute to the continued development of our market leading brand by developing and maintaining business partnerships in our unique and competitive industry.

Responsibilities & Duties

• Actively pursuing new business and conducting service presentations.
• Deliver on service agreements and increase customer satisfaction.
• Maintain direct contact with current and prospective customers.
• Deliver excellent customer service, manage customer relations and promote customer retention.
• Manage the overall selection, preparation and training of the field service staff.
• Provide skill development and improve work performance to achieve overall growth and business success.
• Ensure that technician's performance is monitored daily and in line with the weekly service KPI's.
• Management of work allocation to ensure that the Company meets its customer requirements.
• Effectively manage labour productivity within your designated area.
• Identify shortfalls in performance and address these concerns as required.
• Identifying areas for continuous improvement and implement changes designed to set industry best practice.

Skills & Experience

You will be a passionate, pragmatic, problem solver who can demonstrate a strong drive for results, coupled with superior customer focus. We are looking for a person who is confident in leading others and should therefore demonstrate management experience and the ability to inspire and motivate a team.

You will be able to demonstrate capabilities of achieving results in a competitive business environment in the same or similar role within the Materials Handling/Automotive/Capital Equipment industries.

Prior successful management of a customer base, ability to work actively pursue new business, high energy and motivation to succeed in addition to superior organisation, excellent verbal and written communication skills and good negotiation skills are all requirements of this role. Tertiary Qualifications and Degrees in business or related fields will be highly regarded.

What sets us apart?

Crown’s history began when two brothers founded the Company in New Bremen, Ohio (USA) in 1945. Today, the fourth generation of the very same family continues to lead Crown in all of its operations across the globe. Being a family-owned and run business is evidenced by more than 200 employees reaching service milestones in our 20, 25, 30, 35, 40, 45 and 50 year categories in Australia alone, with more than 2,000 employees reaching a 25 year service milestone globally.

As a Company we want to continue to support our employees to be the best versions of themselves and that’s why, as a Crown employee you get to enjoy:

• A benefits program which gives you access to discounts and cashback from over 400+ retailers nation wide.
• Access to a health and wellbeing platform which supports your Mental, Physical and Financial goals.
• Corporate Rates for Private Health Insurance.
• An inclusive working environment.
• An Employee Assistance Program for confidential counselling with chat, phone and face to face counselling options.

The Company

Crown Equipment is a well-respected global Materials Handling Equipment company which has enjoyed 50 years of success in the Australian market. The Company has operations in all Australian States and territories as well as many regional locations. The Company Brand is well known and respected in the marketplace and is supported by a customer value proposition based on highly skilled staff, quality products, strong service and parts back-up and leading-edge technology.