Residential Services Manager

2 months ago

Notting Hill, Australia Dematic Pty. Ltd. Full time

This is an exciting time to join Dematic Pty Ltd. We are a world leader within the integrated logistics and material handling industry. We provide intelligent logistics solutions for manufacturing and distribution, as well as comprehensive automation and software technology solutions, tailored to our clients’ needs. Our innovative portfolio meets the demands of an ever-changing supply chain landscape and is designed to deliver a clear competitive edge.

**What we offer**:
Reporting to the Customer Service Regional Manager - Southern, this is an exceptional opportunity for an experienced Manager to lead hardworking skilled maintenance teams across multi-site locations within Victoria to ensure our people are highly engaged and have the resources and support required.

You will build strong partnerships with our customers to ensure the agreed KPI’s are met whilst proactively offering ‘value add’ solutions designed to offer customers a competitive advantage. This is a role where leadership, service excellence and operational efficiency are key to success.

**Key Responsibilities**

You will take the lead in response to customer issues and ensure incidents and breakdowns are resolved within the contracted response time. Responsibilities include:

- Lead, manage, and develop the Supervisors and Team Leaders within the Service Teams in your regions (residential and third-party technicians) to exceed customer expectations and ensure customer & employee retention
- Work within the annual budgets, manage profit & loss and achieve new business, revenue, gross margin targets
- Maintain key customer relationships and develop market contacts, provide input and support to business development activities
- Manage client issues through to closure and feedback to client after resolution
- Promote a safe work culture, manage safety performance of the team, and ensure safe work standards are maintained
- Provide regular staff usage reports and forecast staff requirements to enable forward planning of resources
- Prepare quotations and estimates for maintenance contracts, spare parts, installation, repair and customer support as required
- Identify opportunities to increase level of service support to existing customers and new business leads
- Attending regular meetings with customers, issuing system performance reports

**Tasks and Qualifications**:

- Experience in an industrial environment and/or leading service teams
- Demonstrated industrial engineering or maintenance experience coming from a trades background
- Extensive leadership experience working in a customer-facing service environment
- Integrated systems experience with Material Handling Equipment is ideal (or related industries)
- Previous experience managing skilled technical teams of mechanical fitters, electricians and engineers
- Excellent motivational skills and the ability to encourage and implement a progressive culture, with a commitment to safety, quality and customer satisfaction
- Ensuring Quality Assurance and WH&S compliance including management of incidents
- Good understanding of financial outcomes and ability to meet critical deadlines
- Strong communication and leadership skills, including ability to liaise with all levels of staff
- Sound experience in Microsoft Office and report writing skills
- Flexible with work hours and able to travel regionally when required

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