Service Excellence Manager

4 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $90,000 - $120,000
Job Description

We are seeking a seasoned leader to oversee skilled maintenance teams across multiple NSW sites, ensuring teams are supported and engaged, while building strong customer partnerships and delivering on key performance indicators. The ideal candidate will have a hands-on approach, involved in the day-to-day operations of the business.



Key Responsibilities
  • Lead responses to customer issues, ensuring incidents are resolved within contractual timeframes.
  • Manage and develop Supervisors and Team Leaders across service teams (residential and third-party) to exceed customer expectations and drive retention.
  • Work within annual budgets to achieve targets for revenue, margin, and new business.
  • Maintain and grow key customer relationships; support business development efforts.
  • Ensure client issues are resolved and communicated effectively.
  • Promote a strong safety culture and ensure compliance with work health and safety standards.
  • Provide staff usage reports, forecast resource needs, and support workforce planning.
  • Prepare quotes for maintenance, parts, repairs, and installations.
  • Identify opportunities to expand service offerings to existing and new clients.
  • Attend customer meetings and deliver system performance reports.


Required Skills and Qualifications
  • Engineering qualification or relevant trade/maintenance experience
  • Strong leadership background in customer service environments
  • Experience in material handling or similar technical systems is a plus
  • Proven ability to lead skilled teams (fitters, electricians, engineers)
  • Motivational leader with a focus on safety, quality, and customer satisfaction
  • Knowledge of QA and WH&S standards, including incident management
  • Financial acumen and ability to meet key deadlines
  • Excellent communication skills and the ability to engage at all levels
  • Adaptable, resourceful, and solutions-focused
  • Proficient in Microsoft Office and report writing
  • Flexible with work hours and open to regional travel


Benefits
  • Competitive salary + TOT vehicle + super
  • Fitness Passport – Discounted access to a wide network of gyms, pools and fitness facilities across the country
  • Exclusive health cover via Medibank – 9% discount on corporate health plans designed to fit every lifestyle, life stage and budget
  • Excellent Employee Referral Bonus program
  • Learning & Development – study support, career development and global opportunities
  • Paid parental and carers leave as well as Purchase leave
  • Salary sacrificing options and novated leasing available
  • Corporate discounts on car rentals and IT products / accessories
  • Free annual flu vaccination


Others

The ideal candidate has a broad level of technical experience as well as strong leadership skills to lead our service managers, technicians and to support our customers.


Shortlisted applicants will be contacted and will be required to complete a police check and pre-employment medical, including drug and alcohol testing.


Note: Australian working rights are essential for this role.


Dematic is an equal opportunity employer committed to a diverse, inclusive, and harassment-free workplace.



Seniority level
  • Mid-Senior level

Employment type
  • Full-time

Job function
  • Other

Industries
  • Transportation, Logistics, Supply Chain and Storage

Location: Sydney, New South Wales, Australia

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