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

To apply for this position, please email your resume and cover letter to employment@rct-global.com