Customer Care Manager

Overview...:
**Overview**:
The Customer Care Manager role will be to provide outstanding customer service to our clients by developing effective customer relationships, implementing customer service procedures, implementing customer loyalty programs, streamlining customer service, and supporting the customer service team so they can deliver the best possible customer experience.

The Opportunity...:
**Main accountabilities include**:

- To coordinate with customers and Service manager on JBT service business to achieve high customer satisfaction rate.
- Technical support for customers over the phone if required.
- To sell and follow up on services and service contracts for Australia and New Zealand customers.
- Respond to customer inquiries on a regular basis.
- Receive and implement customer feedback to improve the quality of service.
- Major Responsibility Area 1: Service Management_
- Manage and coordinate ProCare Service Contracts. Consolidate all ProCare status and report from service manager.
- Service pricing - consolidate & maintain service pricing with all service providers, including internal and external Service Providers with Service manager.
- Monitors equipment preventative maintenance schedule so that performance will be to JBTC and customer standards.
- Create and track customer service goals.
- Major Responsibility Area 2 : Customer Satisfaction / Relations_
- Works closely with relevant JBTC departments to assure maintenance of good communication from the customer site to JBTC.
- Support Regional Service Manager on Warranty management,
- Major Responsibility Area 3 : Processes & Procedures_
- To be familiarized with the processes and procedures contained in the relevant maintenance procedures manuals.
- Document Management System and “Replicon” for Time Utilization, Management, and expense Tracking. CRM - Salesforce AP, Share point at Intranet.
- Perform the above-mentioned processes & procedures to the satisfaction of the head of customer care.
- Together with colleagues and management sustain a preventative maintenance plan.
- Service pricing - Management & maintain service pricing with all service providers, including internal and external Service Providers with Service manager.
- Major Responsibility Area 4 : Self - Development_
- Attend meetings and training as required to stay abreast of future FoodTech related equipment.
- Receive training in all relevant systems required for role.
- Major Responsibility Area 5 : Health and Safety_
- Become familiar and ensure compliance with customer’s safety policies and procedures as applicable.
- Other duties within the boundary of customer care.

**Qualifications, skills and experience**:

- Technical background (mechanical and / or automation)
- Minimum 10 years’ experience in working with equipment as Field Service Engineer in Food or in maintenance department of the factory
- Strong capabilities in to managing / supervising service engineers
- Strong interpersonal skills, able to communicate with local and international colleagues
- Demonstrated knowledge in strategic planning and infrastructure development to support service delivery
- Demonstrated negotiation skills and ability to work with diverse populations in public and private sector
- Strong commercial experience in understanding financial targets
- Able to work under pressure
- Able to work independently as well as enjoy being part of a team
- Able to travel and work at flexible hours as the job may require
- Able to work as a team member
- Develop and implement strategic plans
- Budget management experience
- Extensive event planning experience
- Training and outreach based experience
- Good command of written and spoken English
- Strong computer and current technology knowledge including familiarity with Microsoft Office, Outlook, Windows, Visio, Project 2013 and other common business software (Replicon, Pronto, Salesforce and Siebel CRM system), Internet Applications
- Hold valid driver’s license
- Hold valid passport
- Must be able to travel overnight
- Must have ability to plan, schedule, and review the work and performance of others in a manner conducive to proficient performance and high morale. Must be adaptable to changing technology and systems
- Customer Service Oriented
- Excellent verbal and written communication skills Creative problem solving ability
- Multi-Task Oriented - Organizational Skills
- Develop and implement strategic plans
- Adequate growth of market share for the field service division
- Increase in efficiency among the division
- Increase revenue year over year for the division
- Increase customer service ratings among managers and clients

Why work at JBT...:
**We are committed to our employees** and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.

**We foster a genuine inclusive team culture enjoying** collaborative working across our global teams to deliver w