Customer Service Manager

Job Id: 44479
- Job Family: After Sales
- Location: Lidcombe, AU, NSW 2141
- Employment Type: Permanent

**POSITION OVERVIEW**

**As the Customer Service Manager, you will be responsible for driving after-sales service operations across Australia, New Zealand, New Caledonia, and French Polynesia. You will lead a dedicated service team, provide technical training and support, oversee warranty management, and ensure top-tier customer satisfaction. This role involves close collaboration with internal teams, external partners, and our global Product Units and headquarters, which are mainly in France and the US.**

**Reporting Structure: Relationships**:
**Direct reporting to**:

- **MAU Managing Director**

**Indirect reporting to**:

- **HQ APAC Dealer Area After Sales Manager**
- **HQ APAC FLKA After Sales Manager**

**Manitou Group**:

- **Sales & Marketing (All departments)**
- **Services & Solutions (All departments)**
- **Legal department**
- **PUs & BUs (Quality, R&D,...)**

**Manitou Australia**:

- **Admin, Sales, Parts & Service teams**

**Dealer Network**:

- **Sales, Parts & Service**
- **All branches**

**Fleets & Key Accounts**:

- **Parts & services**
- **HQ & branches**

**Manitou Centers**:

- **Sales, Parts & Service**

**POSITION RESPONSIBILITIES**:
**Customer Service & Technical Support**:

- **Provide technical assistance to dealers/customers, resolving complex and service issues.**
- **Ensure dealers and direct operations can offer adequate product support for both new and existing machines in the territory.**
- **Oversee technical training (centralised, decentralised, face-to-face, remote) to maintain high service competency levels.**
- **Handle warranty management, including audits, claims processing, service bulletins, and compliance with Manitou Group policies.**
- **Ensure service campaigns, start-up processes, and maintenance schedules are executed effectively and recorded in ERP systems.**
- **Conduct regular field audits to ensure warranty compliance and perform periodic visits with report**
- **Provide structured technical support reports to headquarters, maintaining high service quality standards.**
- **Implement best practices in customer issue resolution, ensuring escalations are addressed per SLA commitments.**

**Service Performance & Business Growth**:

- **Drive service excellence by ensuring the highest level of customer satisfaction is achieved for Manitou Group brands.**
- **Implement strategies to enhance spare parts sales and service revenue, working closely with the parts department.**
- **Track key performance indicators (KPIs) such as service efficiency, response time, and customer satisfaction ratings.**
- **Supervise warranty claims, parts shipment tracking, and resolution of service-related issues at regional offices.**

**Team Leadership & Management**:

- **Lead a dedicated local service team, including**:

- **Technical Trainer**
- **Technical Service Advisor**
- **FLKA Customer Support**
- **Foster a high-performance culture, emphasising training, technical development, and customer-first approaches.**
- **Ensure effective coordination between the service team, dealers, and corporate headquarters to streamline after-sales operations.**

**Risk & Compliance Management**:

- **Ensure compliance with safety, economic, environmental, and social regulations established by Manitou Group.**
- **Manage local safety requirements, design registrations, and risk assessments in collaboration with internal teams.**
- **Participate in Customer Satisfaction Committees (CSC) to drive continuous service improvement initiatives.**

**POSITION REQUIREMENTS**:
**Location**:

- **The position is based in Sydney, Australia, at Manitou Australia office.**

**Experience**:

- **5+ years of experience in a similar role, with a proven track record in customer service, technical support, or after-sales service management.**

**Education Qualification(s)**:

- **Diploma or degree in Engineering (B.E. / B.Tech.) or a related field.**

**Human Qualities & Skills**:

- **Strong leadership and planning skills, with a sense of priorities.**
- **High consumer focus, ensuring top-tier customer experience.**
- **Ability to work in a dynamic market and adapt to changing consumer needs.**
- **Empathy, team collaboration, and managerial expertise to build an effective service team.**
- **Strong analytical, diagnostic, and problem-solving skills.**
- **Honest, high integrity, and result-oriented approach to work.**

**Technical Competencies**:

- **Multidisciplinary expertise in IT, electrical & electronic systems, hydraulics, and mechanical engineering.**
- **Ability to understand, report, and explain complex service issues with clarity.**
- **Familiarity with ERP systems, warranty management tools, and service ticketing systems.**

**Communication**:

- **Excellent communication and interpersonal skills.**
- **Fluent in English; proficiency in French is preferred.**
- **Ability to manage internal