Our client belongs to an industry that offers shaping, efficient cargo handling equipment and automated terminal solutions as well as software and support services. They are currently seeking a Product Support Manager on a permanent basis to join their business.
About the Role
Reporting to the Director of Mobile Service Equipment your responsibilities will include
Assist in maintaining a high level of customer satisfaction by providing for timely, professional and effective communication and service support response to all internal and external client inquiries including training needs
Assist in preparation and completion of internal and external customer satisfaction surveys, including feedback evaluation and the successful execution any resulting customer satisfaction improvement initiatives.
Provide for supervision and management of Product Support Team
Manage direct technical support to Dealer service technicians and supervisors through troubleshooting and technical advice via electronic means or direct participation on the job
Ensure compliance of maintenance procedures in line with relevant Australian &/or New Zealand Standards for products sold in Australian and NZ markets
Manage maintenance, distribution and storage of Australian &/or New Zealand Standards documentation for products sold in Australian and NZ markets
Maintain accurate records of training conducted and aid internal site management in relation to competency-based training activity
Maintain accurate records of all service-related matters in relation to equipment in field including issues and issue rectification details.
Mechanical or Electrical Trade qualification and/or a degree in Engineering recognised by the Institution of Engineers, Australia
4+ years of experience in a similar role in the mechanical handling, port, industrial operations or crane industry sectors
Experience in maintenance, fault diagnosis and repair of heavy mobile machinery desirable
Experience in troubleshooting and repair of DC and AC (low and high voltage) electrical systems, electronics and PLC
Experience delivering product technical training
Knowledge in diagnosis and repair of hydraulic systems preferred
Knowledge in diagnosis and repair of electrical systems and electrical control systems required
Knowledge in diagnosis and repair of mechanical systems including welding and machining requirements preferred
Knowledge of relevant Australian and New Zealand Standards
Knowledge of OHS&E standards
Forklift Truck and Elevated Work Platform licenses desirable
This is a permanent opportunity to work in a fast-paced environment. Offer is an excellent salary package.