CUSTOMER SERVICE MANAGER WiSA Farm and Irrigation Automation

CUSTOMER SERVICE MANAGER WiSA Farm and Irrigation Automation

ABOUT WISA WiSA farm and irrigation automation is an Australian owned, second-generation family company and a leader in irrigation automation technology. For nearly 30 years, we have specialised in environmental products, projects, and irrigation management solutions for the agricultural, viticultural, civil, building, and environmental industries across Australia and throughout the world.

WiSA brings an unrivalled and unique market position to every project, specialising in supply, logistics, project management, environmental monitoring, and total irrigation management solutions. Our hardware has been tested and developed since the mid-1990s to withstand the harshest climates in Australia and around the world, and we continue to innovate to meet our customers' evolving needs.

POSITION OVERVIEW We are seeking an experienced and customer-focused Customer Service Manager to join our team. This role is critical to maintaining our reputation for excellence and ensuring our clients receive world-class support for their irrigation management needs. The successful candidate will lead our customer service operations, manage client relationships, and ensure the delivery of outstanding service across all customer touchpoints. A minimum of 2 years' experience in customer service management or similar leadership role would be beneficial.

KEY RESPONSIBILITIES

Customer Service Leadership

• Oversee and manage all customer service operations and staff
• Develop and implement customer service policies, procedures, and standards
• Set performance objectives and monitor team performance against KPIs
• Lead, mentor, and train customer service team members
• Conduct regular team meetings and performance reviews

Client Relationship Management

• Build and maintain strong relationships with key clients across agricultural, viticultural, and environmental sectors
• Act as the primary point of contact for high-value or complex customer accounts
• Resolve escalated customer complaints and issues in a timely and professional manner
• Proactively identify opportunities to improve customer satisfaction and retention

Technical Support Coordination

• Coordinate technical support for irrigation automation systems and environmental monitoring equipment
• Liaise with technical teams to ensure timely resolution of customer technical issues
• Develop customer support resources and documentation
• Provide product knowledge and technical guidance to customers

Order and Project Management

• Oversee order processing, logistics coordination, and delivery scheduling
• Monitor project timelines and ensure customer commitments are met
• Coordinate with supply chain and logistics teams for efficient product delivery
• Manage warranty claims and after-sales support

Process Improvement and Reporting

• Identify opportunities to streamline customer service processes and improve efficiency
• Implement customer feedback systems and analyse customer satisfaction data
• Prepare regular reports on customer service metrics, trends, and performance
• Recommend and implement improvements to enhance customer experience

REQUIRED SKILLS AND EXPERIENCE

Essential Requirements

• Minimum 2 years' experience in customer service management or similar leadership role
• Strong leadership and team management skills with the ability to motivate and develop staff
• Excellent communication and interpersonal skills, both written and verbal
• Strong organisational and time management skills with attention to detail
• Understanding of agricultural, irrigation, or environmental industries (highly regarded)
• Australian working rights
• Ability to work in a team is a must

Desirable Qualifications

• Tertiary qualification in Leadership or Management
• Experience with technical products or automation systems
• Knowledge of irrigation systems, farm management, or environmental monitoring
• Experience in B2B customer service within the agricultural sector

Key Competencies

• Customer-focused mindset with a commitment to service excellence
• Problem-solving ability and sound decision-making skills
• Ability to work collaboratively across multiple departments
• Adaptability and resilience in a dynamic environment
• Strong business acumen and commercial awareness

POSITION DETAILS

• Employment Type: Full-Time
• Location: Shed 2/42 Cornelia Creek Rd, Echuca VIC 3564
• Salary: $76,000-$86,000 per annum plus superannuation

HOW TO APPLY To apply for this position, please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role.

Job Type: Full-time

Pay: $76,000.00 – $86,000.00 per year

Benefits:

• Company car

Work Location: Hybrid remote in Echuca VIC 3564

Application Deadline: 09/12/2025