State Service Manager

Miele; Brisbane; Hybrid; AUD 150.000 - 190.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Wellbeing programs

Annual flu vaccinations

Employee Assistance Program

Zusammenfassung

Miele Australia seeks a State Service Manager to lead the state service operation and ensure customers receive the exceptional service experience the brand is known for. You will head a team of Domestic Field Technicians and a network of Service Partners, coordinating with Customer Care Centre, Technical, Sales and Logistics to drive service excellence.

Based in Queensland, this role blends leadership with field operations and continuous process improvement.

Qualifikationen

• Proven leadership in service, field operations or technical environments.
• Strong customer-focused service process understanding.
• Ability to coach, develop and motivate teams to achieve targets.
• Excellent organizational and time-management skills to prioritise.
• Strong communication and stakeholder management.

Aufgaben

• Lead and develop a high-performing State Service team through coaching and performance management.
• Own state service performance, ensure KPI/response time/first-time-fix targets.
• Build relationships with state Service Partner network for coverage and standards.
• Collaborate with Customer Care Centre to optimise technician resources.
• Act as the key service resource for the state with Technical and Field Service teams.
• Lead the state Apprentice Program and develop future technical capability.
• Identify opportunities to improve service processes and customer experience across the state.

Kenntnisse

Leadership

Customer focus

Coaching & development

Time management

Stakeholder management

Ausbildung

Certificate IV in Front Line Management

Jobbeschreibung

What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run‑of‑the‑mill service or short‑sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers.

Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day - and help us to expand our innovation leadership.

About Your Workplace

As State Service Manager, you'll lead the service operation for your state and play a pivotal role in ensuring every Miele customer receives the exceptional service experience our brand is known for.

Leading a team of Domestic Field Technicians and a network of Service Partners, you'll be responsible for service performance, customer outcomes and team capability. Working closely with our Customer Care Centre, Technical, Sales and Logistics teams, you'll identify opportunities to continuously improve how we deliver service and ensure Miele remains the brand of choice.

Your Responsibilities

• Lead and develop a high-performing State Service team through coaching, performance management, recruitment and capability development
• Own service performance across the state, ensuring service calls are completed efficiently and KPI, response time and first-time-fix targets are achieved
• Build strong relationships with the state Service Partner network, ensuring capability, coverage and service standards meet customer and business needs
• Work closely with the Customer Care Centre to optimise technician resources and deliver timely, effective customer solutions
• Act as the key service resource for the state, partnering with Technical, Field Service and other business teams to resolve issues and drive service excellence
• Lead the state Apprentice Program and support the development of future technical capability
• Identify opportunities to improve service processes, customer experience and operational performance across the state

What We Are Looking For

Must-have:

• Proven leadership experience within a service, field operations or technical environment
• Strong understanding of service processes with a highly customer-focused approach
• Demonstrated ability to coach, develop and motivate teams to achieve performance outcomes
• Strong organisational and time management skills with the ability to manage competing priorities
• Excellent communication and stakeholder management skills

Nice-to-have:

• Experience managing field technicians or a service partner network
• Experience in the appliance, whitegoods, electrical or technical service industry
• Certificate IV in Front Line Management or equivalent
• Relevant state electrical licence
• Experience working with service KPIs, response times and first-time-fix measures
• Hybrid working that blends flexibility and connection (where operationally applicable)
• Quarterly Life Leave - one paid day each quarter to recharge
• Personal development and career opportunities
• Access to a wide range of wellbeing programs, including annual flu vaccinations, Employee Assistance Program and holistic support
• Experience meaningful recognition for both individual accomplishments and team successes