Service Manager

Q Personnel; City of Parramatta; On-site; AUD 110,000 - 150,000; Full time

Job summary

Q Personnel is seeking an experienced Service Manager to lead a dedicated Australian service team from the Rosehill location. You will drive high-quality repair, pre-sales and post-sales support while optimising workflow, resources and SLAs.

You will manage 8-10 staff, implement process improvements, and cooperate with administration, finance, sales and warehouse to meet dispatch targets. Strong leadership and KPI-driven performance are essential.

Qualifications

• Minimum of five (5) years’ experience in service and support at a senior level.
• Strong verbal and written communication skills.
• Organisational skills with accuracy and diligence.
• Ability to prioritise and manage work flows within a busy environment.
• Strong understanding of service process best practices.
• Demonstrated ability to manage operational performance through KPIs and service metrics.
• Strong analytical and problem-solving skills.

Responsibilities

• Prioritisation of all -work to be completed
• Allocation of tasks to team members
• Management of team’s performance
• Receiving of RMAs / RMA Repairs
• Keep sop documentation up to date.
• Perform regular stock take of inventory.
• Ensure co-ordination of service activities with administration & finance, sales and warehouse teams to ensure agreed dispatch SLAs are met.
• Notify key personnel of discrepancies or operational issues which may have an adverse impact on delivery of products or services.
• Maintain and manage all safety standards in the service department.
• Monitor and report on departmental KPIs, including repair turnaround times, backlog levels, technician productivity and SLA achievement.
• Analyse service data and trends to identify opportunities for performance improvement.

Skills

People leadership

KPIs

Service processes

Communication skills

Analytical skills

Problem solving

Job description

Progressive and Fast growing technology company

Career Opportunity and Fantastic work culture

Rosehill Location, Great Team and Salary

Exciting opportunity now available for an experienced, proactive and hands on Service Manager to join this multi-national technology company. Their business continues to go from strength to strength delivering a vast product range of innovative and efficient technologies for the retail POS, networking, security, healthcare, ergonomics and mobility markets.

Our client is known to offer a dynamic, friendly workplace and team culture and are looking for a similarly positive and motivated Service Manager seeking a long term career opportunity. They are also extremely customer focused and you will need to share that and display the same ethos.

You will be based at their Rosehill location and using your knowledge, drive and experience, make an impact with your leadership skills in the performance, productivity and continuous improvement of their Australian Service Department.

The Service Manager will manage their Service Team of 8-10 staff through effective people leadership, performance management, inventory control, process improvement and cross-functional collaboration.

The Role

This position is accountable for delivering high-quality repair, pre-sales and post-sales support services while ensuring efficient workflow management, optimal resource utilisation and achievement of service level objectives.

• Prioritisation of all -work to be completed
• Allocation of tasks to team members
• Management of team’s performance
• Receiving of RMAs / RMA Repairs
• Keep sop documentation up to date.
• Perform regular stock take of inventory.
• Ensure co-ordination of service activities with administration & finance, sales and warehouse teams to ensure agreed dispatch SLAs are met.
• Notify key personnel of discrepancies or operational issues which may have an adverse impact on delivery of products or services.
• Maintain and manage all safety standards in the service department.
• Monitor and report on departmental KPIs, including repair turnaround times, backlog levels, technician productivity and SLA achievement.
• Analyse service data and trends to identify opportunities for performance improvement.

The Candidate

To be succesful in this position you will need:

• Minimum of five (5) years’ experience in service and support at a senior level
• Understanding of meeting both internal and external customer demands
• Strong verbal and written communication skills
• Organisational skills with accuracy and diligence
• Ability to prioritise and manage work flows within a busy environment.
• Strong understanding of service process best practices
• Display an enthusiastic and client-driven attitude.
• Demonstrated ability to manage operational performance through KPIs and service metrics.
• Strong analytical and problem-solving skills.

The positive work culture our client fosters ensures their employees love coming to work and they have a fantastic reputation as an industry leader.