Service Manager

Q Personnel; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Q Personnel in Sydney seeks an experienced Service Manager to lead the Australian service department. Based at Rosehill, you will drive repair, pre-sales and post-sales support, ensure efficient workflow and optimal resource use.

You will manage a team of 8-10 staff, focus on KPI achievement, process improvement, safety, and cross-functional collaboration with admin, finance, sales and warehouse.

Qualifications

• 5+ years senior service and support experience
• Strong verbal and written communication
• Organisational accuracy and diligence
• Prioritise and manage workflows in a busy environment
• Knowledge of service process best practices
• Enthusiastic and client-driven attitude
• Ability to drive performance via KPIs and service metrics
• Strong analytical and problem-solving skills
• Lead and mentor service team

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
• Coordinate service activities with admin, finance, sales and warehouse teams to meet dispatch SLAs
• Notify key personnel of discrepancies or issues impacting delivery
• Maintain and manage all safety standards in the service department
• Monitor and report on departmental KPIs, including repair turnaround times and SLA achievement
• Analyse service data and trends to identify opportunities for improvement

Skills

People leadership

Performance management

KPI tracking

Communication skills

Organizational skills

Prioritisation

Service process

Cross-functional

Analytical thinking

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.