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Position Overview
As the Customer Service Manager, you will be responsible for driving after-sales service operations across Australia, New 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: Relationships
* MAU Managing Director
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 reports.
* 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 key performance indicators (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:
o Technical Trainer
o Technical Service Advisor
o 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.
Personal Attributes
* Strong customer service orientation, ensuring a positive after-sales experience.
* Ability to work independently while coordinating effectively with global teams.
* Passion for delivering high-quality service and exceeding customer expectations.
* Resilient, adaptable, and committed to continuous learning and improvement.
Seniority Level
* Mid-Senior level
Employment Type
* Full-time
Job Function
* Other
* Industries: Machinery Manufacturing
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