Service Centre Manager

2 weeks ago

Auckland, Auckland, New Zealand Milwaukee Electric Tool Corporation Full time

Who we are:
Milwaukee Tools is an industry leader in the manufacture of cordless & electric power tools, accessories, and hand tools. We pride ourselves on an unrelenting strategic focus on powerful brands, innovative products and exceptional people.

Our culture is centred around improving the lives of our users, something that not only drives our product development but underpins everything we do.

We are committed to ensuring our people have a great experience at Milwaukee, so in addition to an exciting and challenging role we also provide a range of great employee benefits including:

Discounts & Perks: Generous discounts on company products.

Personal Development: Access to professional development programs.

Health & Wellbeing: Paid Parental Leave and Employee Assistance Program.

Social: Recognition programs and social events to celebrate our team's achievements.

About the Opportunity

We are currently looking for a Service Centre Manager to join our friendly, growing team. This exciting role will be responsible for managing the daily operations and performance of the Milwaukee Service Centre in Auckland, and to ensure a customer centric approach is adopted that meet agreed quality, cost, and performance metrics.

Reporting directly to the Aftersales Manager NZ, you will be leading a high performing team of Service Technicians and Workshop Logistics Administrators.

Key responsibilities

  • Leading, managing and developing the Auckland Service Team to provide an industry best practice repair and after sales services, delivering quality, efficiency, and value in line with agreed SLAs.
  • Providing high level technical support to repair technicians in the assessment of root cause failure analysis of tools returned for repair.
  • Ensuring appropriate performance standards are maintained, to meet the service standards promised to end users.
  • Building and maintaining relationships with all Milwaukee employees to ensure that the Service Centre offering is continually reviewed in order to keep pace with changing end user requirements and expectations.
  • Providing management with input into various service reporting requirements and provide analysis of performance against KPIs/ metrics.
  • Complete workforce planning to ensure the service centre is appropriately resourced for future capacity.
  • Maintaining the Service Centre in line with company guidelines (WH&S, HR policies, appropriate internal controls, etc).

Skills and Experience required for this role:

  • Previous people management experience is required. Experience managing small teams within an industrial environment is ideal.
  • Proven experience in management of warranty and service operations/systems experience of handling customer objections.
  • Hands-on experience within a service and repair environment in an industrial or similar industry is advantageous.
  • The ability to drive / influence positive change across internal and external stakeholders.
  • Strong communication and interpersonal skills with the capacity to manage relationships with multiple stakeholders (internal and external).
  • Process driven with strong analytical skills.
  • The drive to strive for greater levels of effectiveness and efficiency "continuous improvement".

If this role sounds like you and you are excited at the prospect of joining a successful and dynamic organisation APPLY NOW

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