Manager, Technical Support - Automated Mineralogy (1925)
| Asia Pacific - Brisbane, Australia | |
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Position Description:
The Mission
The Sales and Service Group within FEI is charged with selling and supporting FEI products in geographical territories worldwide. The Organization serves as the primary FEI contact to both potential customers and current customers alike, providing a range of value-added products and services and maintaining the highest levels of customer satisfaction.
The Position
The Customer Support Group provides superior customer service to all internal and external customers by assuring clean sales order processing, tracking, and communications out to the account team and FEI customers. Success comes as a combination of outstanding communication, excellent knowledge of complex FEI policies and procedures, and a general understanding of FEI tools and product divisions. The Customer Support Manager ensures superior customer service, maximization of revenue and profitability. May also assist in the establishment of such goals. Acts as liaison and partner to Sales and Service management and cross functional groups to develop mutually agreed targets, processes and goals. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Is continuous looking for optimization and efficiency in administrative processes.
Specific deliverables of this position include:
• Direct responsibility for the daily operation of the Customer Support group, acting as an advisor to subordinate(s) to meet schedules and/or resolves technical problems.
• Develops and administers budgets, schedules, and performance requirements.
• Monitors progress in key customer service metrics such as open service call volume, processing of billables, and part returns as examples and sales metrics such as booking clean orders into the factory and tender support in sales cycle.
• Coordinates activities to guarantee that contractual agreements with customers and others are met.
• Measures, develops, supports and motivates personnel to attain or exceed established goals.
• Delivers monthly, quarterly and ad-hoc reporting and analysis as requested including phone system metric reporting.
• Makes budgetary recommendations on capital expenditures and labor requirements.
• Directs, coordinates and participates in continuous improvement initiatives and team building activities.
• Continually analyzes business needs and addresses through org design, process change, and team development. Supervises all aspects of the employment process: selection of personnel for employment, coaching and development promotion, transfer or termination. Ensures that the quality of subordinates work meet prerequisites and expected team deliverables.
• Acts as the liaison for Customer Support with all divisions, departments and field operations to remain informed of policy and procedural changes.
The Requirements
• University degree and 10 or more years of experience in a similar customer support environment with a minimum of 5 years of management experience, preference given to candidates with a background in Natural Resources, Mining, Mineralogy
• Experience building and maintaining processes with continues quality improvement related to customer support, sales support, product demonstrations, customer training, etc.
• Working knowledge of spreadsheet and word processing applications, prefer advanced knowledge of Excel, Access, or other query and database tools
• Fluency in English language with excellent command (spoken and written), prefer multiple language ability
• Excellent communication skills including persuasive communication. Able to communicate equally well with employees, peers, and senior level of management
• Experience in managing in a multi-cultural environment
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