Service Desk Officer

3 weeks ago

Melbourne, Australia Inject Full time

Industry leader in manufacturing. Join a company with over 40 years of success
- Monday-Friday working hours and work from home options
- Moorabbin based team. Great culture and high team retention

**About CDK Stone and the Role**

For over 40 years, CDK Stone have been providing total support to the stone industry. While we supply beautiful natural stone and tools to the industry, we are a leading supplier of industrial CNC bridge saws, waterjets and milling machines that cut, shape and polish a natural stone slab into a stunning kitchen benchtop.

While we are a national company with over 110 people across 5 states, the Service Team are a small close-knit unit. We are looking to support, mentor and develop our next Service Desk Officer to thrive in our team

We do not expect someone to have any previous knowledge or experience in the industry. The goal for this position within the service department is to coordinate the end-to-end delivery of service requests from customers in regard to their industrial machinery where you will:

- Be the first point of contact for stonemasons, production managers and machine operators promptly supporting them throughout their service request
- Gain a general understanding of the machinery faults or problem. While you won’t need to technically fix the issue, though asking the right questions to understand the situation is important
- Coordinate and schedule our friendly team of Field Service Technicians to go out on site to fix hardware and software faults
- Liaise with Technicians and ensure they are fully supported and properly equipped for each sight visit
- Provide ongoing service updates to customers throughout the entire request
- Schedule in pre-planned maintenance for customers machinery

***

**Why You Want to Work Here**
- We understand this will likely be a new industry for you, and it was for our current team when they first joined too. We have a company wide culture and track records of brining in people who do not know anything about the stone industry and developing their career within the company.
- Stable working hours Monday-Friday (7:30am-4:00pm). No rotating rosters, late nights, or weekend work. We are also flexible around working from home and want to work with you to find the best balance.
- This is also a great opportunity to work with and learn about technical products in the manufacturing industry. He service we provide is well valued by our customers and that appreciation is there.

**About You**
- Whether it is a family member having some issues with a computer at home, or a customer having a problem to solve, you always thrive in a situation that requires you to solve a problem. You have always been drawn toward technical products and have been looking for a role and industry that allows you to delve into and become an expert.
- You may or may not have worked in a phone-based role in the past, but you have a focus on empathising with customer sand seek to genuinely understand what their situation is.
- You have a proven ability to learn new processes and procedures, whether its learning about different types of software or online systems. Good at picking up new information. Been able to learn and provide technical support. Would like to translate these skills to another industry.

**Selection Criteria**

We believe our next Service Desk Officer could come from anywhere, all we are looking for is:

- Customer service experience

***

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