Summary: We are seeking a highly motivated and experienced Service Manager to oversee the delivery of exceptional customer service. The successful candidate will be responsible for managing a team of service professionals, ensuring that all customer inquiries and concerns are addressed in a timely and efficient manner, and maintaining high levels of customer satisfaction. They will also come with wide-format printing experience, preferably in Roland DG products.
Responsibilities: Manage technical services staff. Ensure that members of staff are attending to their daily tasks as outlined in their respective job descriptions and meet their agreed KPIs. Manage and oversee service delivery in-house or on-site. Provide technical and service support to partners and end users. Manage customer technical needs. Oversee service agents' activities; spare parts inventory control advice; liaise with RDG Japan on technical and strategic service issues. Warranty spare parts credit approval. Overall oversight of service activities and services provided. Review and analyze internal service processes. Provide strategic advice on service and warranty programs. Budget preparation, tracking, and targets. Manage ongoing team training requirements and certification in accordance with Japanese KPIs. Qualifications: Management skillsets with the ability to manage internal and external personnel. Degree or similar in technical fields or relevant commercial or practical experience, with relevant Roland DG solutions knowledge desirable. Knowledge of electrical circuitry and/or relevant certifications for working with 120+ volts. 2+ years wide-format printer experience. 5+ years of experience in a service management role. Technical organizational and problem-solving skills. Strong leadership and management skills. Customer service focused. Excellent communication and interpersonal skills. Ability to work collaboratively with other departments and stakeholders. Strong problem-solving and decision-making skills. Knowledge of relevant regulations and standards. Ability to analyze and determine improvements by optimizing workflows and eliminating waste. Why Join Us? Our Head office in Australia is excellently located on the beautiful Northern Beaches of Sydney, with ample parking, gyms, shops, cafes, and other amenities nearby. We pride ourselves on creating an environment of continuous improvement, where all staff feel valued and rewarded.
Free on-site parking. Access to free and confidential Employee Assistance Program. Access to extensive lifestyle, wellbeing, and financial discounts and benefits. Employees receive birthday and service anniversary vouchers. Celebrate monthly social events. Career development opportunities. Supportive leadership team. Excellent team culture. To grow with a globally renowned business and supportive team, please forward applications to ******. We look forward to hearing from you!
*Australian residents only with full work entitlements.
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