Field Services Technology Support Team Lead

2 months ago

Hawthorn East, Australia Bunnings Full time

At Bunnings, you’ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.

We are looking for an experienced Field Services Technology Support Team Lead to join our Bunnings Technology team.

About the Role

As the Field Services Team Lead, you will be part of the Bunnings Service Delivery Leadership team. This newly created role involves driving the service quality and standards of technology Service Delivery while managing a regional Field Services team that provides onsite support to all Bunnings stores across the East, South, and NZ divisions.

You will develop and empower a team dedicated to consistently providing the best possible service experience to all customers, with a proactive approach focused on continual service improvement. You will also maintain and instill a culture throughout the team that aligns with the Bunnings leadership model and the Technology Vision and Values. Regional and interstate travel will be required as needed.

You will additionally:

- Manage the responsibilities of the regional Field Services team to ensure the timely resolution of all issues and requests, with a proactive focus
- Drive the service and quality standards, innovation and continuous improvement of your team
- Review and report on performance dashboards, metrics and trends to identify areas for improvement and reward
- Analyse, manage and improve Service Level Performance
- Managing expenses to a defined budget
- Manage a variety of Technology project implementations, including hardware rollouts / refreshes, new store setups, closures, upgrades, expansions, specialised event support (e.g.: Trade Expos) and pilots/proof of concept initiatives

About You
Joining a highly dynamic and collaborative team, you are an experienced technology leader who is customer-centric and outcome-driven in your approach to work. You possess excellent mentoring and coaching skills, are adept at building relationships and team building, and have exceptional communication skills, both written and verbal.

You will also have:

- 3 years of experience in leading Technology teams, with field services experience being highly regarded.
- Experience managing multiple complex projects in pressured environments.
- A strong understanding of Service Management principles, ITIL processes, and what it takes to deliver service to a business.
- Retail experience, which will be highly regarded.
- Technical proficiency across various hardware and software solutions, including Windows and Mac environments, O365 suite, network & server infrastructure, and ServiceNow.
- Experience with Zebra rugged mobile devices and retail Point of Sale systems & peripherals would be advantageous.

We’re here to support you.

You’ll be part of a workplace where you’ll feel like you belong.

There's so much on offer when you're part of our Bunnings team with benefits including:
- Our flexible and informal work environment which helps bring balance between work and home.- Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.- Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.- 12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.- The opportunity to create a real difference in your local community and environment.

Join us and experience Bunnings from the other side of the counter.

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