National Service Support Officer

4 weeks ago

Darra, Australia CEA Full time

Posted: 30/05/2024

Closing Date: 30/06/2024

Job Type: Permanent - Full Time

Location: Darra

Job Category: Other

**About Us**

CEA is the leading distributor for world-renowned capital equipment brands JCB agricultural and construction equipment, Atlas Copco, Ditch Witch, Dynapac and Komptech.

Supplying a diverse range of equipment to a wide variety of industries CEA actively supports customers in the construction, agriculture, government, infrastructure, defence, waste management, mining, civil works, utility maintenance, and recycling sectors.

Offering extensive sales, parts and service support through our network of branches and dealers CEA is committed to ensuring the highest standards when it comes to supporting the needs of our growing customer base.

PART OF THE CFC GROUP OF COMPANIES - Think Safe Act Safe.

You will be the **key contact for service support**, you will need to have sound knowledge of workshop administration, workshop flow and workshop systems and processes, with ideally 5 years’ experience in this field

We are looking for someone who has excellent written and verbal communication with customers and staff. Must have a good understanding of WHS procedures. Must be a team player.

**PRINCIPLE ACCOUNTABILITIES**:

- Support National Service, Technical & Warranty teams
- Work with the CEA branches to manage the WIPs.
- Work with the branch on addressing WIP issues and resolving them with the Workshop Manager and branch GM.
- Work with the service support team to make sure they are trained on a national approach on how to enter data and invoice customers.
- Work with the national service team to integrate a national document/processing of all documentation.
- Work with the team to develop marketing strategies to grow the branches service based on the region’s customer base.
- Assist with the implementation of electronic infrastructure within the workshop and field service department to improve the efficiencies across the whole department. Integration within the branch.
- Work with the branches to achieve budgets.
- Assist the Technical support team with the documentation management and roll out of the annual training calendar.
- Assist with the setup and management of issue registers with the OEMs and relevant CEA staff on technical and warranty issues.
- Work with the telematics team to optimise the product to grow service in regional areas.
- Create and maintain Service Process Manuals
- Create and maintain Training Courses as per the training manuals.
- Ensure all new and existing employees are trained on all service processes.
- Create and manage the role-out of new procedures throughout the branches.
- A good understanding of OHS and ensure it is followed at all times in the workplace.
- Have the ability to travel to branches nationally when required

**ROLE REQUIREMENTS**:

- Sound knowledge of relevant business software such as Excel, Word, PowerPoint, Pentana or similar ERP.
- Ability to relate to the current market sector.
- Ability to represent the company with customers professionally.
- Ability to represent the company with the manufacturer.
- Ability to use current electronic mediums and systems within the company.
- Be proficient in Microsoft Office Programs and windows-based systems.

**Desired Skills and Experience**:
**_Benefits:_**
- _An attractive remuneration package commensurate with your experience._
- _A commitment to your ongoing professional development._
- _Employee milestone, reward and recognition programs_
- Access to Private Health Corporate Discounts with HBF
- Employee Benefits Program (Perkbox) - access to discounts from hundreds of brands

**_Why work with us:_**
- _Growing family owned and operated;_
- _Career advancement opportunities, locally & nationally;_
- _Great team with a friendly supportive culture;_
- _Employee assistance and wellbeing program for employees and for members of their household; and_

**_On Offer_**
- _Stable employment_
- _Ongoing training both internal and Factory_
- _Long term career opportunity_

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