Service Delivery Manager Lead

4 weeks ago

Sydney, New South Wales, Australia The Creative Store Full time

Key Responsibilities:

  • Manage a team of technical services staff to ensure efficient service delivery.
  • Oversee the complete service process, from request to resolution, to provide timely and efficient support to end users, service agents, and dealers.
  • Provide technical and service support to partners and end users, ensuring alignment with company policies and customer satisfaction.
  • Manage customer technical needs and oversee service agents' activities, including spare parts inventory control advice.
  • Warranty spare parts credit approval and overall oversight of service activities and services provided.
  • Review and analyse internal service processes to identify areas for improvement.
  • Provide strategic advice on service and warranty programs, collaborating with international teams to address technical and service challenges effectively.
  • Budget preparation, tracking, and targets, as well as management of ongoing team training requirements and certification in accordance with Japanese KPI's.

About the Role:

The successful candidate will be an experienced Service Delivery Manager with a passion for management and operations. They will be responsible for overseeing the complete service process, from request to resolution, ensuring timely and efficient support to end users, service agents, and dealers. The ideal candidate will have excellent organisational and problem-solving abilities, strong management skills, and the ability to oversee both internal and external personnel.

Requirements:

  • Excellent organisational and problem-solving abilities.
  • Strong management skills with the ability to oversee both internal and external personnel.
  • Polite and professional.
  • Capable of prioritising demands and managing workflow efficiently.
  • Proficient computer skills with experience in reporting and directing the Service Team.
  • Ability to analyse processes and implement improvements by optimising workflows and eliminating waste.
  • Degree or similar training in technical fields, or relevant commercial or practical experience.

About The Creative Store:

The Creative Store is a world-leading provider of wide-format inkjet printers for the durable graphics market. We are seeking a Service Delivery Manager who is experienced in managing service delivery both on-site and in-house, supporting end users, and overseeing service agents while ensuring efficient spare parts management and customer support.

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