Service Delivery Manager

2 weeks ago

Tullamarine, Australia HOBAN Recruitment Full time

About Us:

Our client, a leading provider of solutions in the Industrial and Commercial Floor Cleaning equipment industry, is committed to delivering exceptional customer experiences.

As they continue to grow, we are seeking a dynamic and experienced Service Delivery Manager to join their team.

Key Responsibilities:
As the Service Delivery Manager, you will be responsible for:

  • Leading and managing the Service Hub Team, ensuring the achievement of all deliverables.
  • Handling incoming calls related to service and parts.
  • Raising service calls in ABM and creating parts quotes/sales orders as required.
  • Coordinating breakdown service requests, ensuring timely responses within company SLA's.
  • Providing timely updates to customers and resolving issues with positive solutions.
  • Liaising with stakeholders to ensure high levels of customer satisfaction and communication.
  • Conducting random followup calls with customers after work completion, providing feedback to the National Operations Manager.
  • Overseeing van stocktakes in collaboration with the Parts Manager.
  • Proactively identifying opportunities to extend services to existing and potential customers.
  • Providing support to internal customers and complying with all Company WHS and Environment procedures.
  • Creating a valueadded perception to differentiate the company from the competition.
  • Managing and coordinating the Warranty Process with Technicians and OEM.
  • Proven supervisory experience in scheduling customer repairs, servicing, and troubleshooting.
  • Strong administration and MS Office skills.
  • Excellent written and verbal communication skills with the ability to network and negotiate effectively.
  • Ability to build rapport with internal and external customers.
  • Strong time management, planning, and multitasking skills.
  • Mechanical aptitude with good problemsolving skills.
  • Ability to work both independently and as part of a team.
  • Positive, cando attitude with a strong work ethic.

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