Customer Service Manager

Established in 1932 in Austria, the PALFINGER brand is represented in Australia through Transport Engineering Solutions Pty Ltd, trading as PALFINGER AUSTRALIA.  PALFINGER stands for the most innovative, reliable and cost-effective lifting solutions for use on commercial vehicles, ships and stationary equipment. 


We are growing our team and are looking for a Customer Service Manager. Based in Brisbane, in this full time role you will support the national sales team and be the key local contact providing technical training and support for our existing and prospective customers and staff as well as consulting and warranty services to customers and service partners. 

Key responsibilities:

  • Plan and administer customer services provided by PALFINGER AUSTRALIA to our service partners and customers
  • Manage the provision of after-sales technical support for our service partners by phone, email and on site
  • Review customer services and introduce improvement measures on the market
  • Coordinate response warranty enquiries/decisions in accordance with valid warranty and guarantee guidelines
  • Give an expert opinion or evaluating material returned under warranty
  • Produce service documents and information for the market
  • Identify major sources of errors on the product
  • Produce detailed technical reports for overseas experts
  • Interface between customers, service partners, internal departments and PALFINGER Europe
  • Contribute market experience in the development of customized one-off and serial solutions
  • Perform and analyse service partner evaluations
  • Prepare Pacwin.Net stability/axle calculations
  • Support the national sales team by providing technical support on special project
  • Develop the technical training program for Australia and New Zealand and provide technical training to PALFINGER AUSTRALIA staff and our service partners

About you:

You are a reliable team player with a strong work ethic and have:

  • Minimum 7 years work experience in technical training and usage of hydraulic lifting solutions for use on commercial vehicles, ships and/or stationary equipment
  • Demonstrated experience of 5 years or more in customer service/support functions
  • Demonstrated experience assessing warranty claims and providing expert opinions and reports on the functional aspects of industrial products
  • Familiarity with PALFINGER products
  • Strong problem-solving skills
  • Exceptional communication skills and excellent customer service attitude
  • Self-motivated, ability to work autonomously and to deadline
  • Willingness to work across time zones and to travel within Australia and abroad
  • Expert level of German and English
  • Pacwin.Net stability/axle calculations experience desirable

22/06/2020 $0 Brisbane 1 Call Centre & Customer Service
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