Service Manager

RCT is seeking to appoint a proactive and professional Service Manager to join our team based in Kalgoorlie.

Reporting to the Kalgoorlie Branch Manager, this position will be responsible for managing the day-to-day requirements of service and technical support for customers in the Goldfields regions.

This position is ideal for a highly customer focused individual with extensive knowledge who is seeking a new opportunity.

Key Responsibilities include, but are not limited to the following:

Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.

• Provide excellent customer service in terms of responsiveness, efficiency and quality
• Make any appropriate changes to improve overall customer experience
• Ensure all customers and installations/service work is of the highest quality
• Implement a healthy customer service culture amongst all field service technicians and ensure all field service technicians fully embrace the RCT values in their every-day behaviour
• Determine customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys
• Develop standard quality reports to be prepared for customers after field service visits
• Encourage identifying potential new business leads by technicians when on customer sites and pass onto the responsible RCT Sales Manager for that customer
• Maintain regular site visits to ensure customer experience is to the highest level
• Resources planning: Ensuring adequate field service personnel are strategically located at key locations to appropriately resource current and planned future work
• Job scheduling: Plan field service personnel so as to fulfil the obligations of current and future jobs
• Parts on/off jobs: Ensure all required parts (product, consumables and ancillary equipment) are ordered in a timely manner that supports the job scheduling planning outcomes. Monitor ETAs of back ordered items
• Other Duties as required by the Branch Manager

To be considered for this position you must have the following attributes:

• Electrical (low voltage), electronics or mechanical engineering background
• Appropriate technical qualifications from an Industry endorsed training provider
• Sufficient experience as an RCT field service technician
• In-depth understanding of RCT products
• Proven track record in installation, servicing and field repair duties
• Logical problem solver.
• Work calmly under pressure situations
• Excellent time management skills
• Methodical, systematic, process driven work practices
• Total customer satisfaction culture and drive
• Detail and accuracy oriented for self and team
• Ability to calmly assist team members who are working in harsh conditions and under time constraints
• Mentor, enthuse and motivate the field service team towards consistently meeting customer service satisfaction levels
• Bring a sense of calm and logic to pressure situations when communicating with demanding customers
• Mediate and ensure quality response requirements from the business to your team

What we offer.

• Attractive remuneration
• A broad role that offers variety and challenges
• Novated Lease salary packaging option
• Work with a team of high performing professionals
• Established business (50+yrs) which is in a high growth technology industry and part of leading global mining and infrastructure equipment company Epiroc
• Great work environment

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.

All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future. Learn more at www.epiroc.com