Service Manager

Company description:

RCT - Powered by Epiroc is an established Australian success story with more than 50 years of industry experience, delivering innovative automation, remote control and smart technology solutions to mining operations around the world.

Job description:

Lead a high-performing field service team. Build strong customer relationships. Drive service excellence across the Goldfields.

RCT Powered by Epiroc is seeking a proactive and professional Service Manager to join our Kalgoorlie Branch.

Reporting to the Kalgoorlie Branch Manager, you will take ownership of the day-to-day service and technical support requirements for our Goldfields customers. This is a hands-on leadership role where you will combine your technical expertise, customer focus and leadership skills to ensure our field service team delivers safe, efficient and high-quality outcomes.

This is an exciting opportunity for an experienced RCT professional looking to take the next step in their career and play a key role in the continued growth of our Goldfields operations.

About the Role

You will be responsible for leading and coordinating the Kalgoorlie field service function, ensuring our people, resources, parts and schedules are aligned to deliver an exceptional customer experience.

Key responsibilities include:

• Lead, mentor and motivate the field service team to consistently achieve high levels of customer satisfaction
• Manage day-to-day service and technical support requirements for Goldfields customers
• Build and maintain strong customer relationships through regular communication and site visits
• Ensure all installation, service and repair work is delivered safely, efficiently and to the highest quality standards
• Plan and allocate field service resources to meet current and future customer requirements
• Coordinate job scheduling and ensure field service personnel are appropriately resourced
• Ensure required parts, products, consumables and equipment are available to support scheduled work
• Monitor parts availability and backorders to minimise delays to customer jobs
• Develop and maintain quality service reports for customers following field service visits
• Identify opportunities to improve the customer experience and service delivery
• Support technicians in identifying potential new business opportunities and work with the Sales team to develop these leads
• Monitor service financial performance, including forecasting, budgeting and expenditure
• Promote a strong customer service culture and ensure RCT values are demonstrated through everyday behaviour
• Provide calm, practical and logical leadership during high-pressure situations
• Work closely with the Branch Manager and wider RCT team to achieve operational and customer service objectives

About You

We are looking for a technically capable and customer-focused leader who understands the realities of field service and can confidently support a team working in demanding environments.

To be successful, you will have:

• An electrical, electronics or mechanical engineering background
• Appropriate technical qualifications from an industry-endorsed training provider
• Previous experience as an RCT Field Service Technician
• In-depth knowledge of RCT products and solutions
• Proven experience in installation, servicing, diagnostics and field repairs
• Strong customer service and relationship management skills
• Excellent planning, organisation and time management skills
• A logical and methodical approach to problem solving
• The ability to remain calm and make sound decisions under pressure
• Strong attention to detail and a commitment to quality
• The ability to mentor, motivate and develop field service technicians
• The confidence to communicate effectively with customers, including in challenging or high-pressure situations
• A strong safety mindset and commitment to delivering quality outcomes for our customers and team

Why Join RCT Powered by Epiroc?

This is more than a Service Manager role model. It's an opportunity to take ownership of a key regional operation and make a genuine impact on our customers, people and business.

You'll enjoy:

• Attractive remuneration
• Leadership and career development opportunities
• A broad role with variety, autonomy and challenge
• Novated lease salary packaging
• Working alongside a high-performing team of industry professionals
• The opportunity to work with industry-leading automation and control technology
• The backing of Epiroc, a global leader in mining and infrastructure
• Joining an established Australian business with 50+ years of success
• Being part of a high-growth technology industry
• A supportive and collaborative working environment

About RCT Powered by Epiroc

RCT is a global Smart Technology company and a leading provider of automation, remote control and fleet management solutions for mobile mining equipment.

With more than 50 years of industry experience, RCT continues to develop innovative technology that helps mining customers improve productivity, profitability and safety.

As part of Epiroc, our people have the opportunity to work within a global organisation while contributing to innovative technology solutions developed and delivered from Australia.

If you're ready to take the next step in your career and lead a team delivering innovative technology and exceptional service across the Goldfields, we'd love to hear from you.