Service Delivery Manager

2 weeks ago

Springvale, Australia Adaptalift Group Full time

Springvale Location | Full-Time Office Role
- Key Role in Customer Service Management & Team Leadership
- Heavy Equipment Industry | Australian Owned & Operated Business

**The Opportunity**
Our Heavy Equipment team are looking for an experienced leader to support the busy National Service Operations team in our HQ located in Springvale.

This position is pivotal to provide daily support and guidance to our team, manage customer escalations and managing workforce planning.

**What will you be doing?**
- **Leadership**: You will be providing day to day support and guidance to the team of 8 seasoned professionals. Using your previous experience to develop their confidence, skills and efficiencies.
- **Track & Measure**: Monitor daily and weekly performance to ensure the team productivity and performance are optimised and identity opportunities or improvement.
- **Back-Up Support**: Stepping into the coordination chair for any team member leave (planned/unplanned) to ensure the constant workflow for our technicians and our customer service is first-rate.
- **Planning**: Conducting weekly and daily briefings to ensure WIP, customer requests, escalations and service flow are achieved within allocated timeframes & KPIs.
- **Relationships**: Building and maintaining relationships with customers, suppliers & other stakeholders in the business.
- **Industry Experience**: You will have been working within the heavy machinery industry for several years (or more).
- **Leadership**: Managing a busy coordination, customer service or call centre team will be key to being successful in this role.
- **Coordination**: Demonstrated experience coordinating a busy team of Technicians & managing the daily workflow of planned and unplanned site job requests.
- **Trade Knowledge or Dealership Experience**: A trade background or knowledge in a dealership will be key to understanding how our customer tick, knowing how to talk to them and what is important.
- **Customer Service**: A class customer service is the number one priority for all of us and you’ll know just how to build a strong relationship and trust with our customers.
- **Financial Knowledge**: Do you know how to read a P&L or understand cost recovery and operational budget planning? This is a huge bonus but not essential to the role. We can teach you

**About Adaptalift Group**:
**Applications**:
If this opportunity interests you, then

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