Field Technical Operations Manager

5 days ago

Brisbane, Queensland, Australia beBeeFieldServiceEngineer Full time $76,515 - $78,400

Exceptional customer service leaders are required to drive growth and innovation in our technical, trade-focused environment. We are seeking an experienced Field Service Engineer to oversee the entire customer journey from initial inquiry to post-sales support.

About the Role

As a pivotal leadership role, you will be responsible for ensuring every interaction reinforces our client's reputation for excellence and expertise. You will lead a team dedicated to providing exceptional service to knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and deep understanding of customer needs in a technical industry.

Key Duties & Responsibilities
  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
  • Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
Customer Service Strategy & Process Improvement
  • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
  • Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
  • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
Technical Customer Relations & After-Sales Support
  • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
  • Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
  • Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

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