Service Delivery Manager

3 days ago

Sydney, New South Wales, Australia The Creative Store Full time
Service Manager Job Description

We are seeking a highly skilled Service Manager to join our team at The Creative Store. As a Service Manager, you 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.

Key Responsibilities:
  • Manage technical services staff to ensure they meet their agreed KPIs and attend their daily tasks as outlined in their respective job descriptions.
  • Oversee service delivery in-house or on-site, providing technical and service support to partners and end users.
  • Manage customer technical needs, overseeing service agents' activities, spare parts inventory control, and liaising with our Japan team on technical and strategic service issues.
  • Ensure warranty spare parts credit approval and overall oversight of service activities and services provided.
  • Review and analyse internal service processes, providing strategic advice on service and warranty programs.
  • Prepare, track, and manage budgets, as well as oversee ongoing team training requirements and certification in accordance with Japanese KPIs.
Requirements:
  • Excellent organisational and problem-solving abilities.
  • Strong management skills with the ability to oversee both internal and external personnel.
  • Polite and professional attitude.
  • Ability to prioritise demands and manage 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:

We are a global leader in electronic musical instruments and professional audio equipment, renowned for developing innovative products such as synthesisers, digital pianos, and drum machines. We are committed to providing exceptional service to our customers and partners.

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