Support Services ManagerArcherfield, QLD

Position Partners is an innovative force supporting clientele across the mining, construction, and geospatial sectors by harnessing cutting-edge technology from across the globe. Boasting a team of over 350 professionals spread across Australia, Southeast Asia, and New Zealand, we are a thriving business committed to fostering exceptional career opportunities within an unparalleled company culture. About the Role: Position Partners is seeking a Support Services Manager to spearhead and optimize remote support services encompassing Operational Technology (OT). This role entails leading the support team’s development and executing service strategies to ensure our customers derive maximum benefit from OT platforms. Covering QLD, NSW, VIC, TAS, NZ, and South-East Asia, this position works closely with the West Australian team. Utilizing state-of-the-art technology to monitor fleet performance and high-precision machine guidance, the role requires an analytical and problem-solving mindset crucial for troubleshooting issues and aiding customers in achieving their objectives. This is a full-time permanent role based at our Archerfield Office. Key Responsibilities: – Provide effective leadership to the remote support teams facilitating customer support on their OT journeys. – Manage the supply of resources, parts, and equipment for planned and unplanned maintenance. – Coordinate and conduct scheduled meetings with customers. – Oversee communications and relations with the onsite Technical Services team, emphasizing support and preventive maintenance. – Maintain a detailed case management system for all active cases. – Manage all facets of predelivery processes and process RMA’s. – Gather, report, and communicate customer feedback on service, technology, and product delivery. About You: To excel in this role, you should possess: – Previous support experience, ideally supporting field service technicians directly or at a higher level. – Interest in developing a comprehensive business understanding and broad technical knowledge to enhance support provision. – Experience delivering technical training to field service technicians and customers. – Background in spatial science. – Site networking experience (WiFi, UHF, VHF, Network RTK). – Experience with high-precision machine guidance and fleet management systems. – Basic understanding of SQL/MySQL server databases. – Strong judgment and attention to detail with a focus on risk management and urgency. – A customer-centric approach. – Advanced project administration and leadership skills. Why Choose Us? At Position Partners, our team comprises individuals with diverse skill sets and expertise, where every idea and contribution receive recognition and appreciation. Irrespective of your role, joining us means having the chance to enact meaningful change, stay at the forefront of technological advancements, collaborate with passionate professionals, and chart a progressive career path. Recognizing the dynamic landscape of technology, we prioritize continuous learning and professional development for all team members. Our commitment to fostering work-life balance includes genuine flexibility, generous parental leave benefits for primary and secondary caregivers, wellness initiatives, and more. Diversity and inclusivity are fundamental values at Position Partners.…

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