**About the company**
Our company is a successful, financially strong, multi-generational family business going through a period of exciting expansion. We value diversity in the workplace and encourage work-life balance. We celebrate each other's achievements within a culture which encourages growth mindset and cares about people's career aspirations. We invest continuously in training and professional development and we believe our people are our point of difference.
Our Vision at Headland Technology is to help clients become more successful through innovation, thought leadership, leading software and machinery technology. We have been around for a long time. 70 Years in fact. We are embracing the future with IoT, Industry 4.0, Automation and Additive Manufacturing. We believe that smart factories where people, machines, automation, and software co-exist in a networked production environment, will become common place.
With a collaborative working environment, you will have the ability to make a difference. At Headland Technology you will master your skills and enjoy autonomy in your day to day, whist achieving tangible outcomes and enjoying the rewards.
Our customers are loyal because we value our partnership relationships. Some of our customers include; Sistema, Adept, Mastip, Qantas, DHL, ARB 4x4, Brivis (Carrier), Rode Microphones, Australian Mint, Cochlear, Reliance, Swinburne University, Deakin University, RMIT, RUAG, British Aerospace, Abcor, to name a few.
Our suppliers are amongst the world's most reputable and innovative in CNC and sheet metal machine tools, 3D Printing, Automated Storage and WaterJet technologies. They include TRUMPF, Makino, Nakamura Tome, Omax, Haenel, STOPA, Tongtai, Timesavers, Soco and Mimaki.
We have offices and a physical presence (with approx. 100 staff) right across Australia and NZ (Sydney, Brisbane, Adelaide, Perth, Auckland).
**About the role**
This role is ultimately responsible for providing an excellent client experience for the assigned portfolio of technology, group of specialists or assigned geography. Must have greater than 5 years experience in similar role and specifically with TRUMPF technologies.
They will provide day-to-day operational direction, people leadership and support to a team of specialist services resources (engineers) ensuring quality, productivity and availability, to deliver services that are differentiating in nature and delivered profitably and at a market competitive price.
The leader in this role will deliver strong financial results and business growth through planning, collaboration and strategic partnerships with the Sales and Services Leadership group.
They will also build enduring relationships with suppliers and partners, which are critical in delivering a market leading customer service experience in their area of specialty.
**Responsibilities**:
This exciting role offers a diversity which would appeal to the creative and the flexible.
- Determine, plan and implement engineering strategies for the group
- Develop policies and plans for delivering reliable, differentiating technical engineering services to machine tools clients specific to TRUMPF technologies
- Ensure the delivery of cost effective and quality services in line with our contractual obligations
- Review and report on the performance of the team and identifying resource requirements where appropriate
- Lead the recruitment and selection process
- Liaise with key customers, account managers and colleagues, providing advice and solutions for the customer
- Ensure statistical data is maintained and reported to management, field staff and customers as required
- Identify and act on opportunities to improve existing processes and procedures, implementing changes as appropriate
- Develop and coach the team with regular 1-1 feedback, contributing to continual personal growth and performance improvements. This includes certification, licensing, skills matrix management, training, document centre management and customer site familiarisation
- Develop and implement client SLA's and implement KPI's which motivate and inspire whilst remaining aligned to business strategies
- Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures and processes
**Qualifications required to be considered**:
- Sound technical/engineering understanding of Service Delivery in the Machine Tool Industry
- Engineering Degree, Diploma or Trade with related experience, or equivalent combination of education and experience
- Evidence of business acumen and financial management of a business or a function within a business
**Skills & experience**
- Display a proven track record to achieve the business performance targets (Client sat, People engagement, Financial results, Supplier trust)
- Greater than 5 years' experience in delivering technical services and service management specific to TRUMPF technologies
- Proven tr