Service Delivery Manager

Eaton (Mascot NSW, Australia) 12 days ago

If you desire to be part of something special, to be part of a winning team, to be part of a fun team - winning is fun. We are looking for Service Delivery Manager in Eaton’s Electrical Business, based in Mascot, New South Wales, Australia. In Eaton, making our work exciting, engaging, and meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals.

This role is expected to manage field service coordination team, field coordination of internal and external service contractor network, resources management, after-hours support and customer interaction. Directly responsible for field services utilization, service works booking and scheduling, customer communication, call centre, product support, inventory debrief, financial adjustments.

Your essential responsibilities:

  • Implement and evolve standard operating procedures and processes

  • Be flexible to jump in and assist in scheduling jobs when required

  • Help build good customer relationships, improve customer service experience, create engaged customers and facilitate organic growth

  • Manage and coordinate daily, weekly and monthly field service roster

  • Manage service resources requirements for project and service maintenance work

  • Act as key escalation person for key strategic customer inquiries, taking ownership of customer issues and following problems through to resolution

  • Manage, train and develop a dedicated team of service coordinators and customer representatives

  • Lead the team on a day to day basis and monitoring KPI’s

  • Handle inbound and outbound calls

  • Drive superior Customer Service

  • Develop and manage monthly Service Operations dashboard

  • Manage FSE Time Tracker and Utilization data

  • Manage resources efficiency and effectiveness


If you have:

  • Minimum of five years’ experience in fast-paced field service operations environment

  • Clear experience in Australia in Service Area/working with scheduling 

  • Managed or led a team in the past

  • Clear effective communication and transparent

  • Strong knowledge of ERP Systems like SAP or Oracle

  • Advanced in Microsoft Office – Excel, PowerPoint

  • Understanding of Utilization and Maintenance Execution will be an advantage

  • Experience of critical infrastructure and services

  • Customer service-oriented, team player with initiative and willing to take on responsibilities

  • Ability to pay attention to details and follow-up

  • Technical knowledge will be an advantage

  • Experience in Customer Call Centre Operations, Reporting Cisco Software an advantage

  • Can work under pressure, flexible, reliable and resilient

Yes! Because you are the one, we are looking for, we hope to hear from you now!

Please note, your details/resume will not be forwarded anywhere without a formal interview and, if successful, with your prior permission. Personal information provided will be used for recruitment purposes only and be treated in the strictest confidence. Only shortlisted candidates will be contacted.

Please note: Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by a recruitment team member.

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.

We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Sales

Region: Asia Pacific
Organization: ANZD AustraliaNew Zealand Division

Job Level: Team Leader/Supervisor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: No

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