Introduction to the Role
The Product Support Manager, APA, is responsible for leading and promoting the Product Support offerings in the Asia Pacific Market Area in alignment with the Solutions strategy.
Location: West Perth, Western Australia or Brisbane, QLD.
Product Support consists of a team of Product Specialists that work towards optimal equipment performance by supporting our customers with developing and implementing maintenance strategies, analysing performance data, and maximising availability, as well as providing internal product support to the Customer Service team, sales team and service teams.
Only those with full working rights in Australia need apply.
Strategy & Growth
* Leverage the Installed Base data to lead the internal and external promotion of the Product Support team and commercialisation of offerings to prospective and existing customers, to optimise equipment performance.
Customer Engagement & Early Involvement
* Engage with project delivery and sales teams to ensure early engagement of Product Specialists with the customer during installation and commissioning, operational readiness and ongoing product support through the equipment lifecycle.
* Improve customer satisfaction through agile, effective problem resolution.
* Manage customer‐facing webinars and knowledge‐sharing sessions.
Capability, Learning & Safety
* Be highly visible as a safety leader, carrying out safety walks whenever visiting any of the Metso facilities, being involved in safety shares and safety conversations.
* Execute capability programme to harmonise skills across Field Services and Repair team.
* Deliver training packages for customers, sales teams, service personnel and apprentices.
* Lead the provision of technical input to Field Service teams for scoping, methodology and project execution.
Asset Performance, Reliability & RCM
* Apply Reliability‐Centred Maintenance (RCM) methodology to define optimal maintenance strategies, failure modes and asset care plans that improve reliability and improve equipment lifecycle to deliver a competitive Total Cost Ownership model to our customers.
* Analyse critical life‐of‐asset performance to identify product development opportunities and support lifecycle sales initiatives.
* Identify significant equipment failure trends and provide structured feedback to Product Management as input for R&D and product improvement.
* Provide technical input to LCS execution teams on asset life performance and lifecycle parts/services strategies, as well as Field Service teams for major maintenance activities to support service delivery excellence.
* Approve service bulletins, technical updates and safety improvements to ensure consistent application.
Data, Insights & CRM Management
* Support the development, roll out and then manage the CRM ticketing process and generate data‐driven insights on response times, solution effectiveness and recurring technical challenges in the field.
* Provide equipment failure trends highlighting focus areas for performance improvement for the Product Specialists.
Essential Qualifications & Skills
* Mechanical Engineering degree or equivalent experience.
* Strong background in asset management, reliability engineering or technical services within an OEM or heavy industrial environment.
* Proven ability to lead field execution, commissioning support and complex service delivery.
* Proven leadership across multidisciplinary technical and commercial teams is desirable.
* Five (5) years of applicable industry, company and product & services knowledge/experience.
* Prior field service experience is highly desirable.
* Autonomous, capable of making decisions and working with minimum supervision.
* Excellent communication skills, spoken and written.
* Capability from demonstrated experiences to make quick, accurate decisions relative to problem solution and problem liability.
* Experience in leading and managing teams across multiple geographical locations will be highly regarded.
What's In It For You?
* Extensive learning opportunities – ongoing growth dialogues, internal mobility, mentoring programmes, education assistance, ambitious projects and global opportunities.
* Wellbeing and safety – benefit from occupational healthcare, generous benefits plan, healthy living rewards, mental well‐being services and engagement surveys.
* Annual bonus – global incentive programmes tied to business and performance targets.
* Hybrid working possibilities – we believe in fostering a flexible work environment.
* Worldwide support – leverage our network of peers across the world, offering valuable assistance.
* A thriving culture – we are committed to developing an inclusive culture that enables everyone to do their best and reach their full potential.
* Safety is the number one priority – both your physical and mental health is our priority.
* A competitive base salary reflective of your skills and experience with annual incentive programme.
* Additional Annual Leave benefit – increase your leave entitlement with every year you work at Metso.
* Gender neutral parental leave – 18 weeks paid in full.
* Paid Volunteer Leave to give back to the local community or an organisation of your choice.
* Comprehensive medical benefits including discounted private health insurance for employees and immediate family.
* Novated lease – this benefit allows you to save on a new car and potentially enjoy significant tax savings.
* Various leisure benefits including discounted car rental and accommodation for leisure travel around the world.
Equal Opportunity Employer
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, colour, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
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