Technical Customer Service Lead - Field Ops & Retention

Aldus; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

Aldus Tronics is seeking an experienced Technical Customer Service Manager to lead our customer service function and drive retention for our national customer base. You will lead a three-person team and work closely with Sales, Technical Services, Supply Chain and Finance to ensure customer requirements are coordinated and fulfilled.

This hands-on leadership role combines team management, customer ownership, technical service coordination and commercial responsibility to deliver exceptional

Qualifications

• Experience leading a customer service, service coordination, internal sales or technical support team within a B2B, industrial, manufacturing, capital equipment or field-service environment.
• Strong people leadership and coaching skills.
• Excellent customer and relationship-management capability.
• Confidence managing complaints and escalations.
• Experience coordinating technicians or field-service resources.
• Exposure to parts, consumables, inventory or order management.
• Strong commercial, analytical and organisational skills.
• Experience with ERP, CRM, service management and reporting systems.
• Experience within packaging machinery, coding and marking, labelling, automation or industrial equipment would be highly regarded.

Responsibilities

• Lead, coach and develop our Technical Customer Service team.
• Oversee customer cases, complaints and escalations through to resolution.
• Support the scheduling and coordination of field technicians.
• Manage a defined territory or portfolio of customers.
• Drive proactive customer retention and identify at-risk accounts.
• Oversee spare parts and consumables enquiries, orders and replenishment.
• Coordinate inventory requirements with Supply Chain.
• Manage sales and service administration processes.
• Monitor customer, case, inventory and financial performance.
• Identify opportunities for additional equipment, service, parts and consumables.

Skills

People leadership

Customer relationship

Complaint management

Field-service coordination

Analytical skills

Tools

ERP systems

CRM systems

Reporting tools

Job description

Aldus Tronics is seeking an experienced Technical Customer Service Manager to lead our customer service function and drive retention for our national customer base. You will lead a three-person team and work closely with Sales, Technical Services, Supply Chain and Finance to ensure customer requirements are coordinated and fulfilled.

This hands-on leadership role combines team management, customer ownership, technical service coordination and commercial responsibility to deliver exceptional