Technical Customer Service Manager

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 play a key role in how we support and retain our National Customer base.

Leading a team of three, you'll work closely with Sales, Technical Services, Supply Chain and Finance to ensure customer requirements are coordinated, communicated and followed through.

This is a hands-on leadership role combining team management, customer ownership, technical service coordination and commercial responsibility.

What you'll be responsible for

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.

What we're looking for

You’ll ideally have experience leading a customer service, service coordination, internal sales or technical support team within a B2B, industrial, manufacturing, capital equipment or field-service environment.

You’ll bring:

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.

Why join Aldus Tronics?

We are an Australian-owned company who is growing from strength to strength within the Packaging, Print and Engineering industry.

We put customers at the core of what we do, whilst balancing their needs with those of our own people – our staff are the lifeblood of our company, focusing on retention and development as the keys to a healthy team culture.

This is an opportunity to take ownership of an important customer-facing function and have a genuine influence on how we support and retain our customers.

You’ll join the broader leadership team and help shape our customer service, case management, reporting and retention processes as the business continues to develop.

If you’re a hands-on customer service or service operations leader who enjoys leading people, solving customer problems and taking ownership, we’d love to hear from you.