Team Leader - Customer Service Engineer

Reporting to National Customer Support Manager, Experts in scientific instruments, Permanent role.

The Company
Our client is a leading provider of scientific instrumentation. Their products are used in a wide range of industries to help better understand the materials tested. Their instruments help to better understand the chemical, physical and structural aspects of the materials tested.

The Role
A permanent, full-time position, is available for an experienced Customer Service Engineer to lead a team. The role will involve providing support to customers by resolving customer complaints, managing technical escalations and more. Travel is to be expected in this role, locally 80% of the time and some international travel may be required.

Responsibilities are as follows:

  • To manage the daily activities of the CSE team
  • Engage in regular CSE activities in the field both onsite and off-site, resolving existing customer issues
  • To ensure prompt and effective communication with the customers
  • To support field escalations to CCC/HD and Senior Management
  • To maximize the efficiency and effectiveness of the local CS team, in co-operation with Schedulers and management
  • To ensure a proper audit of the CS teams skills
  • To monitor and improve/suggest improvements in customer satisfaction
  • To support plan and execution of the organisation development
  • To assist with and support yearly plan creation
  • To handle overview and solve customer complaints

Ideal Skills & Experience

Desirable applicants will possess:

  • Degree in Electronics, Mechatronics or equivalent
  • Previous experience leading a small team of CSEs
  • Excellent communication skills for presenting to large audiences and small one on one groups
  • Comfortable with technical support and customer service
  • Strong leadership and people management skills
  • Advanced computer skills such as excel, word and power point
  • Ability to prepare technical reports
  • Full working rights in Australia

Kelly Services is a Fortune 500 company, operating in more than 30 countries and territories worldwide, with 25 years history in Australia and located in every major city nationwide. We deliver staffing solutions across temporary assignments, permanent placements, outsourced recruitment and HR consulting. Our core service lines include Commercial, Industrial &Trades, Engineering, Executive, Scientific Resources and Government.

16/06/2020 $0 South West & M5 Corridor 1 Engineering
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