▷ (16/9/2025) Customer Service Manager

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As the Customer Service Manager, you will be responsible for driving after-sales service operations across Australia, New Zealand, New Caledonia, and French Polynesia. You will lead a dedicated service team, provide technical training and support, oversee warranty management, and ensure top-tier customer satisfaction. This role involves close collaboration with internal teams, external partners, and our global Product Units and headquarters, which are mainly in France and the US.

Reporting Structure: Relationships:

Direct reporting to:

MAU Managing Director

Indirect reporting to:

Manitou Group:

PUs & BUs (Quality, R&D,...)

Manitou Australia:

Admin, Sales, Parts & Service teams

Sales, Parts & Service

All branches

Fleets & Key Accounts:

Parts & services

HQ & branches

Sales, Parts & Service

POSITION RESPONSIBILITIES:

Customer Service & Technical Support:

Provide technical assistance to dealers/customers, resolving complex and service issues.

Ensure dealers and direct operations can offer adequate product support for both new and existing machines in the territory.

Oversee technical training (centralised, decentralised, face-to-face, remote) to maintain high service competency levels.

Handle warranty management, including audits, claims processing, service bulletins, and compliance with Manitou Group policies.

Ensure service campaigns, start-up processes, and maintenance schedules are executed effectively and recorded in ERP systems.

Conduct regular field audits to ensure warranty compliance and perform periodic visits with report

Provide structured technical support reports to headquarters, maintaining high service quality standards.

Implement best practices in customer issue resolution, ensuring escalations are addressed per SLA commitments.

Service Performance & Business Growth:

Drive service excellence by ensuring the highest level of customer satisfaction is achieved for Manitou Group brands.

Implement strategies to enhance spare parts sales and service revenue, working closely with the parts department.

Track key performance indicators (KPIs) such as service efficiency, response time, and customer satisfaction ratings.

Supervise warranty claims, parts shipment tracking, and resolution of service-related issues at regional offices.

Lead a dedicated local service team, including:

Technical Trainer

Technical Service Advisor

FLKA Customer Support

Foster a high-performance culture, emphasising training, technical development, and customer-first approaches.

Ensure effective coordination between the service team, dealers, and corporate headquarters to streamline after-sales operations.

Risk & Compliance Management:

Ensure compliance with safety, economic, environmental, and social regulations established by Manitou Group.

Manage local safety requirements, design registrations, and risk assessments in collaboration with internal teams.

Participate in Customer Satisfaction Committees (CSC) to drive continuous service improvement initiatives.

POSITION REQUIREMENTS:

Location:

The position is based in Sydney, Australia, at Manitou Australia office.

Experience:

5+ years of experience in a similar role, with a proven track record in customer service, technical support, or after-sales service management.

Education Qualification(s):

Diploma or degree in Engineering (B.E. / B.Tech.) or a related field.

Human Qualities & Skills:

Strong leadership and planning skills, with a sense of priorities.

High consumer focus, ensuring top-tier customer experience.

Ability to work in a dynamic market and adapt to changing consumer needs.

Empathy, team collaboration, and managerial expertise to build an effective service team.

Strong analytical, diagnostic, and problem-solving skills.

Honest, high integrity, and result-oriented approach to work.

Multidisciplinary expertise in IT, electrical & electronic systems, hydraulics, and mechanical engineering.

Ability to understand, report, and explain complex service issues with clarity.

Familiarity with ERP systems, warranty management tools, and service ticketing systems.

Communication:

Excellent communication and interpersonal skills.

Fluent in English; proficiency in French is preferred.

Ability to manage internal and external stakeholders effectively.

Travel Requirements:

Ability to travel across Oceania (Australia, New Zealand, New Caledonia, French Polynesia) and occasionally to France, Europe, and the US.

Expectation to travel 15 to 20 weeks per year.

Willingness to adjust working hours for meetings with global teams.

Personal Attributes:

Ability to work independently while coordinating effectively with global teams.

Passion for delivering high-quality service and exceeding customer expectations.

Resilient, adaptable, and committed to continuous learning and improvement.

PERSONAL ATTRIBUTES:

Languages:

Availability:

Be flexible on working hours (interactions and meetings mainly with France, occasionally with the US)

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