Global Service

6 months ago

Auckland City, New Zealand Imara Limited Full time

Newly created Global Service & Support Manager at world leading Robotics company
- Based in beautiful Tauranga, flexible start/finish times and some WFH
- Create Service & Support processes for Unmanned Ground Vehicles in USA market

**The Client**
Our client, growing rapidly in the development of smart robotics, automation, mechanisation, and sensor technologies, they are maximising productivity in the food and fibre industries around the world. Their people are passionate and creative, and working together to push boundaries, to make a difference for future generations.

**The Opportunity**
Accountable to the Chief Operating Officer, the Global Support and Services Manager role is a newly created role. You will be responsible for building and developing the Service and Support processes for their Unmanned Ground Vehicles products based in the USA marketplace and leading a team of existing Support & Service team members in NZ.

You love using data, metrics, in field content to create proactive Service and Support outcomes for customers.

As our client continues to penetrate the US markets and global deployments occur, this role will grow and manage a diverse global team of service professionals who support the installation, commissioning, and ongoing servicing of their products on customer sites.

The key objective for this role is to build frameworks and business models for the current service & support team, and also for the future team, to ensure products are installed, serviced, and repaired effectively and efficiently on a global scale.

**The Team**:
As stated previously, you will have direct report responsibilities for two Service and Support Engineers in New Zealand, and you will be responsible for recruiting additional team members for the Unmanned Ground Vehicle requirements in the USA.

You will be working closely with our client’s commercial team to agree SLA expectations with clients and partners. You will support your team as an escalation point for all service and support requirements for client, distributor and servicing partner organizations and, all related communications.

**Key Responsibilities**:

- Oversee and manage their NZ & Australian support teams and build a global support and service team to ensure excellence in every customer interaction.
- Develop, implement, and refine service policies, procedures, and standards to ensure tailored and consistent service delivery to the unique needs of each region they serve.
- Ensure all Service Level Agreements (SLAs) are met consistently across different regions and time zones.
- Collaborate with cross-functional teams to enhance product and service quality. i.e., using Data, Performance Metrics, trending service and support content to provide proactive value to customers.
- Analyse performance metrics, gather feedback, and drive continuous improvement initiatives.
- Handle crisis management swiftly and efficiently during system outages or disruptions.
- Lead, mentor, and inspire a globally diverse team, ensuring alignment with company values and objectives.

**Hours/Location**:
This role carries global accountability, you can naturally expect flexibility on your hours of work including a day a week Work from Home (WFH).

Based in Te Puna, Tauranga, in New Zealand's Bay of Plenty region, this opportunity will deliver a work life balance rarely seen in the major cities in NZ. Some of the best beaches New Zealand has to offer are at your doorstep coupled with, very affordable housing and cost of living.

**Qualifications**:

- Experience in global support and service management role. Your experience could be across
- Automotive
- Heavy industry
- Agriculture
- Experience in fostering a cohesive relationship with partner and service agents to deliver customer focused outcomes. Superior verbal and written communication skills are imperative in this role.
- Experience providing service and support outcomes with products and equipment providers serving, Robotics, Fruit Picking, Farming, Agriculture, Forestry, Meat Processing or even Pneumatics will be considered.
- Proven track record leading and managing dispersed teams across multiple regions.
- Strong understanding of global markets, cultural nuances, and customer expectations.
- Excellent communication and interpersonal skills.
- Proficiency with an MRP or ERP system for Bill of Materials (BoM) information, spare parts, and sub-assembly tracking.
- Ability to think strategically and execute methodically.
- Bachelor’s degree in Mechanical, Electrical, or Mechatronics Engineering preferred and / or interest in Robotics or Mechatronics.

**What is on Offer**:

- A highly lucrative base wage plus Kiwisaver contributions above base wage.
- A health insurance scheme.
- Involved in thought leadership and bringing new products to the global stage and knowing your role is directly helping humanity.
- Potential relocation assistance.
- 1 day per week Work from Home
- Some travel to Australia and/o

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