Head of Service

4 weeks ago

Melbourne, Australia Michael Page Full time
  • Industry Leader
  • Innovation

About Our Client

Confidential at this stage

Job Description

Key Responsibilities

  • Provide strategic leadership and guidance to the Service Team to ensure their ongoing performance meets the objectives of the organization.
  • Process an ability to lead nurture and develop a team of true professionals, while also maintaining an existing client base.
  • Offer exceptional interpersonal, management and relationship building skills, underpinned by keen business sense and commercial acumen.
  • Building an outstanding work ethic with your team of technicians and back-office personnel showing your commitment that you are working as hard or harder than they are expected to work, garnering respect.
  • Develop a team of professionals in the Australian and New Zealand Service business.
  • Determining, implementing, and monitoring strategies, policies, and plans.
  • Interpreting plans, drawings, and specifications, and providing advice on service methods and procedures to achieve customer satisfaction.
  • Establishing service schedules and budgets.
  • Ensuring conformity with specifications and plans, and with laws, regulations, and safety standards.
  • Ensuring service standards of quality, cost, safety, timeliness, and performance are observed.
  • Overseeing maintenance requirements to optimise efficiency.
  • Liaising with marketing department and other managers regarding service growth plans to ensure plans are in-line with the overall strategy of the company.
  • Maintaining the standards of service of highly technical products.
  • Attend and participate in management meetings.

Key Performance Indicators (KPI)

  • Achieving service sales targets monthly, ensuring the department is always profitable.
  • Managing key customer relationships while maintaining and fostering growth.
  • Prepare accurate estimate worksheets, presentations, quotations and contracts for customers.
  • Exceptional at planning and organising a diverse group of people in a head office environment along with remote working people across Australia and New Zealand.
  • Adapt to market changes quickly while keeping an open mind to learning innovative ideas to help you and your team grown and be more efficient and successful.
  • Be able to lead and develop a team of true professionals.
  • Offer exceptional interpersonal, management and relationship building skills, underpinned by keen business sense and commercial acumen.
  • Possess good selling and management skills to project the benefits of the brand.
  • Critically important to be able to communicate with all customers.
  • Be able to adapt to new ideas quickly, have an open mind and adapt/change with the times. You will want to learn and understand and see how new ideas and processes can help you and your team be more efficient.
  • You will need to ensure that you quickly gain the respect of your employees, while setting high expectations for yourself and those around you and not allow for mediocrity within your team, ensuring they all follow the basic rules.
  • Ensure that you have a well-managed service team that is well-organized, efficient and have employees that are confident and welcoming to internal and external customers.

Performance Measures

  • Achieve and exceed sales, unit, and gross profit targets.
  • Conversion rate of prospect to customer and quotation to sale.
  • Competitor awareness.
  • Accuracy & timing of quotations.
  • Major account maintenance.
  • Database upkeep.
  • Product Management; support to service.
  • Exceed service sales targets.
  • Maintaining a solid network of technical and sales support via the training programs.

Direct Reports

(roughly) 20 direct reports:

Regional Service Managers, Service Technicians, Service Engineers, Service Business Developers, upper tier managers, administrator support

The Successful Applicant

Qualifications and Experience

  • Tertiary qualifications in service management, engineering or equivalent.
  • Minimum of 5 -7 years' experience in appropriate environment.
  • Knowledge of current market trends and best practices.
  • Experience with SAP CRM or other database CRM systems.
  • Computer literate in Microsoft Office products; Word, PowerPoint and Excel.

Leading and Coaching

  • Ensure the technical team process the required skills when the company launch new products in conjunction with overseas and local colleagues.
  • Ensure technical training of service personnel are up-to-date to enable them to promote and service all products.
  • Have outstanding work ethic and commitment to the position - your team will need to feel that you are working as hard or harder than they are expected to work, garnering respect.
  • Foster a well-managed service team that is well-organized, efficient and have employees that are confident and welcoming to internal and external customers.
  • Recognizing staff strengths and areas for improvement.
  • Communicating high expectations to the team.
  • Motivating and empowering staff through coaching and mentoring.
  • Promoting achievements and providing honest feedback and guidance.
  • Providing clear directions.
  • Provide strategic leadership and guidance to the Service Team to ensure their ongoing performance meets the objectives of the organization.
  • Process an ability to lead nurture and develop a team of true professionals, while also maintaining an existing client base.
  • Offer exceptional interpersonal, management and relationship building skills, underpinned by keen business sense and commercial acumen.

Attributes

  • Well organized
  • Positive
  • Common sense
  • Self-motivated
  • Able to take initiative

Behavioral Skills

  • Ability to manage people of diverse cultures, align and coordinate business processes and implement reporting systems that ultimately drive turnover to full potential.
  • Establish a solid network of technical and sales support including training programs.
  • Advise and liase with all stakeholders on the successful implementation of SAP processes and procedures.
  • Support and promote brand image and increase market share to continuously improve productivity
  • Must have confidence and show humility.
  • Possess resilience, positive mental attitude to work and life, proactive at all times, sound problem solving ability (attention to detail, analytical and process driven), unquestionable emotional control (maturity).
  • Demonstrate the necessary knowledge, skills and leadership qualities.

Relationship building

  • Directly accountable to the Region Head APAC (report activities, accomplishments, issues)
  • Co-ordinate plans and activities with the Region Head APAC
  • Dotted line to the Global Service Team
  • Have the respect of your employees, while setting high expectations for yourself and those around you, not allowing for mediocrity within your team, ensuring they all follow the basic rules.
  • Work closely with the Business Unit Managers, Product Managers, and others where applicable to meet the objectives set for the organization.
  • Leadership Team.
  • Team player.

What's on Offer

Excellent opportunity to have autonomy and impact on a global market leader in their industries served.

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