F R PULFORD & SON PTY LTD
(A Subsidiary of ELGi EQUIPMENTS LIMITED)
3 Squill Place, Arndell Park, NSW 2148
Full Time Technical Support Manager – Australia
Salary $100,000 – $130,000
Plus superannuation
The Technical Support Manager is responsible for providing comprehensive technical support across all ELGi Air Compressor products and services within the Australian region. This role is crucial for driving service excellence by enhancing the skills and capabilities of ELGi’s and ELGi dealer's service and after-market sales teams, ensuring alignment with engineering standards and regulations. The position also supports the implementation of the aftermarket strategy, aiming to meet business objectives while fostering high customer satisfaction and supporting overall business growth. The role also involves overseeing plant inspections, providing technical guidance, and helping achieve after-market targets through structured support for service and sales teams.
Main duties include:
1. Technical Support: Provide remote and on-site technical support to service teams and dealers. Offer expert advice on the maintenance of ELGi air compressors. Analyse service performance, reduce response times, and boost after-market revenue.
2. Training & Capability Development: Lead training initiatives to enhance technical skills of service personnel. Ensure proficiency in maintenance, sales, and service processes across the region according to engineering principles and safety regulations.
3. Customer Relationship Management: Collaborate with service teams to ensure superior customer service and policy compliance. Regularly assess and improve customer satisfaction processes.
4. Strategy & Aftermarket Support: Assist in budget planning and develop strategies to drive after-market sales. Support teams in meeting revenue and profit targets, focusing on spare parts and aftersales products.
5. Cost Control & Profit Margins: Implement cost-control measures with service teams to ensure profitability. Maximize service delivery efficiency and resource management.
6. Compliance & Standards: Ensure all service activities adhere to ELGi and Pulford Air & Gas safety standards and contractual obligations, especially in customer site assessments and safe work practices.
7. Standards and Policies: Ensure sales, customer relationship management, and service activities comply with ELGi/Pulford policies and meet contractual deadlines.
Essential Skills:
• Technical Expertise: In-depth knowledge of ELGi air compressors, diagnostics, maintenance, and repair.
• Training & Development: Ability to lead technical training and upskill service teams in ELGi systems.
• Customer Relationship Management: Strong customer service skills, ensuring satisfaction and resolving technical issues.
• Analytical & Strategic Thinking: Ability to analyse service performance and develop improvement strategies.
• Aftermarket Sales Knowledge: Experience in driving after-market sales, spare parts, and aftersales support.
• Cost Control & Profitability: Implement cost-control measures and manage budgets to ensure profitability.
• Compliance & Safety: Ensure adherence to safety standards and compliance with ELGi/Pulford policies.
• Leadership & Team Collaboration: Lead, motivate, and collaborate effectively with internal teams and external stakeholders.
• Effective Communication: Strong verbal and written communication to explain technical concepts and negotiate at all levels.
• Problem-Solving & Decision-Making: Quick and efficient troubleshooting of technical issues with sound decision-making skills.
• Organizational Skills: Independent, self-organized, and able to manage multiple responsibilities.
• Interpersonal Skills: Build and maintain positive relationships with staff, customers, and dealers.
Experience required to perform this position:
• Technical Experience: Minimum 5 years with air compressors, especially ELGi or similar systems.
• Aftermarket Sales: Proven experience in driving aftermarket sales and support strategies.
• Training & Mentorship: Experience delivering technical training and mentoring junior technicians.
• Customer Service: Strong experience in managing customer relationships and addressing technical issues.
• Team Leadership: Proven leadership in managing technical teams and collaborating across regions.
• Strategic Planning: Experience in budget planning, resource management, and service strategy development.
• Compliance & Safety: Familiarity with safety standards and ensuring compliance in service operations.
• Technical Support: Extensive experience in troubleshooting and providing remote/on-site support.
• Market Knowledge: Understanding of market trends, customer needs, and industry best practices.
• Communication: Experience in reporting and effective communication with stakeholders.
Please send your CV to
[email protected]. We will consider applications with an attached resume sent to our email. Please include the job role title in your email.
