Technical Service Support Manager

**About us**

**Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services,**supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.

Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

**The opportunity**

The role involves leading and developing a team of Device Technologies Technical Support Coordinators, overseeing administrative responsibilities to ensure the efficient operation of the Technical Service Team, and collaborating with Business Managers, Service Managers, and Service Technicians to deliver exceptional customer service and administrative support.
- Management of Service Support Team including productivity, training, competency assessment and regular performance appraisals.
- Oversee the service management system comprising: service contract management; service order processing; sale and service quoting; and data integrity within SAP and Field Service platforms.
- Management of Service Support processes and procedures to ensure productivity, accuracy and safety.
- Periodic and adhoc reporting to senior management at routine intervals as required.
- Drive process improvement initiatives to improve service delivery.
- Monitor field and workshop service order performance against customer service level agreements.
- Monitor and report on key performance indicators for Service Support teams.
- Facilitate training for Service Support Coordinators to ensure they are adequately educated in key equipment and processes.
- Available as a point of escalation for external and internal customers.
- Partner with Senior Business Manager and commercial teams to develop and refine service offerings and solutions.
- Develop strategies and plans for the continued growth of the Technical Service business in collaboration with internal stakeholders and partners.
- Work closely with other departments at Device Technologies to contribute to the sales and business development and ensure a positive customer experience.
- People Management responsibilities

**About you...**

At Device Technologies, we succeed through our commitment to four key values:
**Delivering Innovation** - We encourage and reward fresh ideas and are committed to supporting our people to make change.

**Seeking Collaboration** - We support each other in our combined mission to help others achieve their goals.

**Taking Ownership** - We believe in equipping our people to take responsibility and accountability in their roles and trust them to get the job done.

**Practising Good Business** - Our success is built on a mix of intuition and experience and we foster an environment where all voices are heard and nobody is afraid to make mistakes.

**Experience required**:

- Previous management experience
- Customer service focus.
- Analytical, high degree of problem-solving ability.
- Competent with integrated ERP systems
- High level of initiative.
- Processed orientated.
- Intermediate MS Office.

**Desirable**
- Thorough understanding of internal and regulatory WHS processes.
- SAP and Salesforce experience.

**Interested?**

At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.
- It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer._