**Engineering Director**, **Technical Services Manager**, **Service Delivery Leader**, **Client Experience Manager**, **Operations Manager**

2 weeks ago

City Of Stirling, Australia Headland Technology Full time

About Headland Technology

Headland Technology is a successful, financially strong, multi-generational family business going through a period of exciting expansion. We value diversity in the workplace and encourage work-life balance. We celebrate each other's achievements within a culture which encourages growth mindset and cares about people's career aspirations. We invest continuously in training and professional development and we believe our people are our point of difference.

Our Vision

We aim to help clients become more successful through innovation, thought leadership, leading software and machinery technology. With over 70 years of experience, we are embracing the future with IoT, Industry 4.0, Automation and Additive Manufacturing. We believe that smart factories where people, machines, automation, and software co-exist in a networked production environment, will become common place.

About the Role

This role is ultimately responsible for providing an excellent client experience for the assigned portfolio of technology, group of specialists or assigned geography. The ideal candidate will have greater than 5 years experience in similar role and specifically with TRUMPF technologies.

Key Responsibilities

  • Engineering Strategy: Determine, plan and implement engineering strategies for the group to deliver reliable, differentiating technical engineering services to machine tools clients specific to TRUMPF technologies.
  • Policy Development: Develop policies and plans for delivering cost effective and quality services in line with our contractual obligations.
  • Resource Utilization: Ensure the most effective utilisation of engineering resources, planning, scheduling of preventative maintenance and application services, measured on quality, cost and safety as key performance indicators.
  • Team Leadership: Review and report on the performance of the team and identifying resource requirements where appropriate. Lead the recruitment and selection process.
  • Customer Liaison: Liaise with key customers, account managers and colleagues, providing advice and solutions for the customer.
  • Process Improvement: Identify and act on opportunities to improve existing processes and procedures, implementing changes as appropriate.
  • Team Development: Develop and coach the team with regular 1-1 feedback, contributing to continual personal growth and performance improvements.
  • SLA Development: Develop and implement client SLA's and implement KPI's which motivate and inspire whilst remaining aligned to business strategies.
  • Compliance: Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures and processes.

Qualifications and Experience

  • Technical Understanding: Sound technical/engineering understanding of Service Delivery in the Machine Tool Industry.
  • Education: Engineering Degree, Diploma or Trade with related experience, or equivalent combination of education and experience.
  • Business Acumen: Evidence of business acumen and financial management of a business or a function within a business.

Skills and Experience

  • Business Performance: Display a proven track record to achieve the business performance targets (Client sat, People engagement, Financial results, Supplier trust).
  • Technical Services: Greater than 5 years' experience in delivering technical services and service management specific to TRUMPF technologies.
  • Machine Tools: Knowledge of similar machine tools, their applications and benefits.
  • Team Management: Proven track record of technical field staff management, building teams, holding difficult conversations and coaching others.
  • Conflict Resolution: Managing conflict and negotiating successful outcomes, especially with clients.
  • Planning: Planning skills to help shape transformation plans for the continuous improvement of the business.
  • Communication: Excellent communication skills (the ability to articulate complex topics, written/verbal, powers of positive influence).
  • Leadership: Evidence of having led teams through change.
  • Resilience: Resilience to perform under pressure from clients and in a time-demanding setting.
  • Determination: Determination to persists in an environment which requires renovation of client relationships and re-engineering of business processes.
  • Commitment: Commitment to adopt systems and processes and to champion the utilisation of technology for productivity gains.
  • Industry Knowledge: Local industry and market knowledge (advantageous).
  • Product Knowledge: Specialised knowledge about Headland's specific products and services (Advantageous).

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