Are you an organized, customer-focused professional with a passion for keeping operations running smoothly? We are seeking a Customer Service Manager to join our dynamic machinery service team. In this role, you will be the central point of contact between customers, service technicians, contractors, suppliers, and our internal technical support team. Your ability to communicate clearly, prioritize tasks, and maintain strong relationships will directly contribute to delivering exceptional service to our clients.
Key Responsibilities
Service Coordination & Communication
* Handle all incoming service requests and accurately enter them into the service request tracking system.
* Coordinate communication with field service staff regarding job scheduling, service timings, technical issues, spare parts requirements, deliveries, supplier information, and customer updates.
* Work closely with the in-house technical support team to ensure all enquiries are responded to promptly and efficiently.
Administration, Quotes & Invoicing
* Prepare and issue quotes and invoices for service charges, ensuring service invoices are accompanied by service reports.
* Raise technical support invoices and contractor purchase orders.
* Review and check contractor invoices prior to approval.
Service Performance & Contractor Management
* Maintain agreed service KPIs, including ensuring timely technician response to machine breakdowns.
* Coordinate annual contractor training days and ensure contractors understand customer interaction and service standards.
* Arrange tools and training for all new technicians.
* Track contractor spare parts inventory and tool set allocations.
Customer Engagement & Preventative Maintenance (PM) Programs
* Engage with new machine clients to promote and sign up Preventative Maintenance proposals and programs.
* Prepare and present Preventative Maintenance proposals for existing clients, encouraging ongoing participation.
* Proactively contact machine users to monitor machine hours and arrange services at scheduled intervals.
* Oversee existing Preventative Maintenance contracts and ensure compliance with service requirements.
About You
* Strong customer service and communication skills.
* Highly organized with excellent attention to detail.
* Comfortable working in a fast-paced environment with competing priorities.
* Experience in machinery, industrial equipment, or technical service environments (preferred).
* Ability to build rapport with technicians, contractors, suppliers, and customers.
* Proficiency with service tracking systems and general office software.
About Performatec:
* Performatec is a 100% Australian owned and operated company.
* Founded in 2004, Performatec specializes in the supply, installation, training and support of CNC machines for B2B clients in a variety of industries.
* Performatec are distributors for world-leading machinery brands. We have a reputation for a very high level of back-up and support.
* We have an enthusiastic team who are confident of standing fully behind the quality products and equipment that we offer.
* As Performatec continues its steady expansion, we need an enthusiastic team player who is looking for an exciting opportunity to advance their career and grow a solid brand. If you're interested in playing a pivotal role in our company's growth, we'd encourage you to reach out to us