Electronic Equipment Trades Worker

**Purpose of Position**:
You will be responsible for managing repair services within Sennheiser Australia & New Zealand to ensure customer satisfaction. This role requires excellent service delivery, meeting and exceeding customer expectations, and providing both technical and managerial expertise to lead a team.

**Key Responsibilities**:
**Daily Operations**:

- Handle customer complaints with professionalism and efficiency.
- Perform customer service at the service counter, ensuring mínimal wait times for clients.
- Ensure customer satisfaction by reviewing service work orders and inspecting equipment for required repair actions.
- Perform and document repairs, maintenance, and troubleshooting following equipment manuals and quality standards.
- Offer technical assistance to clients and colleagues, ensuring clear communication with service partners.
- Analyse maintenance data to identify problems or potential risks and propose solutions.

**Planning & Execution**:

- Develop and achieve repair service objectives to align with organizational goals.
- Propose policies and strategies for the repair service function in line with Sennheiser’s global standards.
- Maintain an effective service system to ensure efficient operations throughout working hours.
- Prepare error-free reports for management as per company policy.
- Manage and oversee the repair service department to ensure efficient operations and revenue generation.

**Team Management**:

- Lead a team of repair engineers and technicians, setting KPIs and driving team performance.
- Collect daily logs and reports from the team, ensuring data accuracy.
- Provide training and development opportunities for the technical team to ensure continuous learning and growth.
- Address team issues and delegate tasks to promote team capabilities and career growth.
- Foster a collaborative and positive work environment across different locations.

**Customer Service & Complaint Management**:

- Handle customer queries and complaints per company guidelines.
- Investigate and resolve complex customer issues, ensuring effective communication and timely solutions.
- Write reports analysing customer service trends and implementing corrective actions when necessary.

**Standardisation & Process Improvement**:

- Support the standardisation and continuous improvement of technical service processes to increase efficiency and enhance the customer experience.

**Service Income Management**:

- Help achieve monthly and yearly targets for the ANZ service team.
- Assist with generating Annual Maintenance Contracts (AMCs) and forecasting costs.
- Manage service-related expenses, including inventory costs, marketing costs, and customer support.
- Work on various projects, managing cost-efficient practices across service functions.

**TAT (Turnaround Time)**:

- Monitor and ensure service cases are completed within the designated timeframes.
- Maintain proper data for evaluation purposes and ensure adherence to global TAT guidelines.

**Culture & Team Building**:

- Foster a “one team” spirit and collaborate closely with the customer service team.
- Live and promote the Sennheiser values through daily actions and decisions.

**Essential Job Requirements**:

- Team management experience with a strong customer service background.
- An engineering degree from a reputable institution.
- 7-9 years of experience in repair services, with at least 2 years in an AM/Senior Engineer role at an audio company.
- Proficiency in testing and commissioning large capacity wireless audio systems.
- Strong decision-making ability and quick problem-solving skills.
- Excellent organisational skills with the ability to manage multiple tasks.
- Demonstrated superior customer service attitude, with the ability to handle difficult customer interactions diplomatically.
- Excellent communication skills, both oral and written.
- Proficiency in JD Edwards (preferred) and Microsoft Outlook.

**Desirable Characteristics**:

- Flexible and willing to adapt to changes within the organization or team.
- Proactive in recognising situations that require change and implementing solutions.
- Builds trust and works effectively with diverse teams and individuals.
- Willing to expand capabilities and seek new learning opportunities.
- Excellent analytical and troubleshooting skills.

Sennheiser is an equal opportunity employer and values diversity in the workplace. We are committed to providing a supportive environment that fosters professional growth and career development.

If you’re passionate about delivering high-quality service, managing teams, and continuously improving processes, we’d love to hear from you

Pay: $90,000.00 - $100,000.00 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Work Authorisation:

- Australia (required)

Work Location: In person

Application Deadline: 17/02/2025