Overview
MiTek Asia Pacific is part of the world-wide MiTek group, a company focused on providing integrated Software, Services, Engineered Products and Automated Solutions for the building industry worldwide, and empowering its customers to improve the way they design, make and build. Working in partnership with thousands of Builders and licensed MiTek fabricators around the globe, it is a proud member of the Berkshire Hathaway Group of Companies.
MiTek reshaped the building industry in Australia over 60 years ago with the introduction of the Gang-Nail connector plate. This ingenious, structurally engineered, pressed metal plate with its integrated teeth, paved the way for the mass production of prefabricated timber components – primarily, timber roof trusses which revolutionised off-site prefabrication in residential construction. Today MiTek has a wide range of creative and innovative products for the building industry. These include: the PosiStrut Roof & Floor system, PosiStrut Flooring Cassettes, our extensive range of Engineered Building Products and…the world’s most powerful software program for the prefabricated timber industry – MiTek SAPPHIRE.
MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction. We advocate, teach, and celebrate as a partner at all levels of the building process.
Knowledge of timber structure detailing an advantage
Good understanding and knowledge of Truss, Frame and Floor products
MiTek 20/20 and Sapphire experience a distinct advantage
People management experience an advantage
CAD experience with keen interest in the timber building industry.
Position Summary
The role is responsible for delivering high-quality support services to customers, assisting them in the effective operation of their business. Acting as the primary liaison between the company and its clients, the position ensures seamless communication and collaboration across all aspects of customer operations.
Role Description
Technical Support Team Leadership
- Lead and develop the Help Desk team across ANZ.
- Drive recruitment, onboarding, and training to reduce turnover and improve technical capability & improve the Customer experience
- Monitor transparent KPIs for query resolution, response times, and customer satisfaction.
- Implement escalation pathways and knowledge management systems.
Cross-Team Alignment & Process Clarity
- Define and document team responsibilities (Help Desk, Design Engineering, Deployment, Fabricator Account Management).
- Create a unified customer journey map to reduce confusion and clarify contact points.
- Develop service-level agreements (SLAs) and internal KPIs for each team.
Customer Experience Advocacy
- Ensure the basics are in place & working well
- Serve as a voice of the customer across technical and operational teams.
- Monitor feedback loops and drive continuous improvement initiatives.
- Collaborate with marketing and account managers to ensure consistent messaging and support.
Project Forward (SAP implementation)
- Act as the CX lead for the SAP S/4 HANA implementation
- Coordinate with global teams, ensuring local business needs are represented.
- Manage change communication, training, and adoption strategies for SAP rollout.
- Identify and lead other strategic initiatives that improve CX operations.
Key Responsibilities
- Support and assist with provision of services the Company offers to customers in relation to their truss, wall frame and other fabrication and merchant operations.
- Coordinate preparation of materials and provision of training and examination services the Company offers to internal and external customers
- Conduct training and examine as required to support our customer knowledge of our products.
- Maintain records on internal and customer training
- Demonstrate and install software systems and provide remote support.
- Cooperate with personnel in other departments of the Company to resolve issues and meet Company objectives.
- Provide input and keep abreast of the Company’s current and future software development.
- Assist in the utilisation of MiTek CRM in the APAC region.
- Represent the needs of the APAC region globally
- Direct unresolved issues to the next level of support personnel
- Liaise with FAMs on customer related matters and closely with Software/ SQA staff and other MiTek departments to ensure that service is being provided at the highest possible level.
- Ensure Recording of events and problems and their resolution in logs - Maintain records and provide regular reports on all aspects of helpdesk activity provided as required by Management
What we offer
- EAP access for Mental Health & counselling.
- Flexible work arrangements to support work-life balance.
- Up-to-date offices with parking onsite
- Modern Gym and showers onsite. We run High-intensity training, Pilates & Yoga classes.
Salary and Insights
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Application Questions
Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia?
- How many years\' experience do you have as a Technical Support Manager?
- Do you have customer service experience?
- How many years of people management experience do you have?
- Are you willing to undergo a pre-employment medical check?
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📌 Manager Technical Support Team
🏢 MiTek Australia
📍 City of Greater Dandenong