Position Overview
As the Customer Service Manager, you will be responsible for driving after-sales service operations across Australia, Recent Zealand, New Caledonia, and French Polynesia. You will lead a dedicated service team, provide technical training and support, oversee warranty management, and ensure top-tier customer satisfaction. This role involves close collaboration with internal teams, external partners, and our global Product Units and headquarters, which are mainly in France and the US.
Reporting Structure
- Direct reporting to: MAU Managing Director
- Indirect reporting to: HQ APAC Dealer Area After Sales Manager; HQ APAC FLKA After Sales Manager
Position Responsibilities
- Customer Service & Technical Support: Provide technical assistance to dealers/customers, resolving complex and service issues.
- Ensure dealers and direct operations can offer adequate product support for both new and existing machines in the territory.
- Oversee technical training (centralised, decentralised, face-to-face, remote) to maintain high service competency levels.
- Handle warranty management, including audits, claims processing, service bulletins, and compliance with Manitou Group policies.
- Ensure service campaigns, start-up processes, and maintenance schedules are executed effectively and recorded in ERP systems.
- Conduct regular field audits to ensure warranty compliance and perform periodic visits with report.
- Provide structured technical support reports to headquarters, maintaining high service quality standards.
- Implement best practices in customer issue resolution, ensuring escalations are addressed per SLA commitments.
Service Performance & Business Growth
- Drive service excellence by ensuring the highest level of customer satisfaction is achieved for Manitou Group brands.
- Implement strategies to enhance spare parts sales and service revenue, working closely with the parts department.
- Track KPIs such as service efficiency, response time, and customer satisfaction ratings.
- Supervise warranty claims, parts shipment tracking, and resolution of service-related issues at regional offices.
Team Leadership & Management
- Lead a dedicated local service team, including: Technical Trainer; Technical Service Advisor; FLKA Customer Support.
- Foster a high-performance culture, emphasising training, technical development, and customer-first approaches.
- Ensure effective coordination between the service team, dealers, and corporate headquarters to streamline after-sales operations.
Risk & Compliance Management
- Ensure compliance with safety, economic, environmental, and social regulations established by Manitou Group.
- Manage local safety requirements, design registrations, and risk assessments in collaboration with internal teams.
- Participate in Customer Satisfaction Committees (CSC) to drive continuous service improvement initiatives.
Position Requirements
Location
- The position is based in Sydney, Australia, at Manitou Australia office.
Experience
- 5+ years of experience in a similar role, with a proven track record in customer service, technical support, or after-sales service management.
Education Qualification(s)
- Diploma or degree in Engineering (B.E. / B.Tech.) or a related field.
Human Qualities & Skills
- Strong leadership and planning skills, with a sense of priorities.
- High consumer focus, ensuring top-tier customer experience.
- Ability to work in a dynamic market and adapt to changing consumer needs.
- Empathy, team collaboration, and managerial expertise to build an effective service team.
- Strong analytical, diagnostic, and problem-solving skills.
- Honest, high integrity, and result-oriented approach to work.
Technical Competencies
- Multidisciplinary expertise in IT, electrical & electronic systems, hydraulics, and mechanical engineering.
- Ability to understand, report, and explain complex service issues with clarity.
- Familiarity with ERP systems, warranty management tools, and service ticketing systems.
Communication
- Excellent communication and interpersonal skills.
- Fluent in English; proficiency in French is preferred.
- Ability to manage internal and external stakeholders effectively.
Travel Requirements
- Ability to travel across Oceania (Australia, New Zealand, New Caledonia, French Polynesia) and occasionally to France, Europe, and the US.
- Expectation to travel 15 to 20 weeks per year.
- Willingness to adjust working hours for meetings with global teams.
Languages
- Fluent English & French required.
Availability
- Be flexible on working hours (interactions and meetings mainly with France, occasionally with the US).
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Machinery Manufacturing
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📌 Customer Service Manager
🏢 Manitou Group
📍 City of Sydney