[Hiring] Client Services Manager @Wenco (a Hitachi Construction Machinery subsidiary)

Role Description

Reporting to the Director of Services, the role of Client Services Manager – Australasia is important for guaranteed quality technical and operational service delivery across Australia, New Zealand, and Southeast Asia. This role will be based remotely in Perth, Australia.

• Drive operational excellence in the technical aspects of work performed to support clients, leading to high system availability and client satisfaction.
• Manage installations, upgrades, and integrations, including autonomous haulage systems and Open Autonomy deployments.
• Lead and manage the regional Services team (and subcontractors as required) by overseeing scheduling and resource allocation, setting clear performance expectations, providing ongoing coaching and reviews, and fostering a strong, collaborative team environment.
• Serve as the primary point of contact with clients, maintaining ongoing communication and providing schedules and resource information for support and project visits.
• Plan resource allocation at least 3 months in advance with the best available information.
• Develop project plans and schedule project goals, milestones, and deliverables.
• Travel to client sites globally as required for support and project issues.
• Take operational decisions and action/delegate a mutually acceptable plan to secure the satisfaction of clients when required.
• Identify and communicate personnel, training, resourcing, technical, and client-related needs or issues to the Director of Global Services in a timely manner to support effective decision-making and resolution.
• Conduct remote support and upgrade procedures.
• Define custom development requirements for clients with assistance from Product Development and Technical Sales.
• Identify and manage support equipment and spares requirements for the regional office, sites, projects, and support (if any).
• Identify and implement improvements to the business unit to enable better client service and team development.
• Compile monthly operational reports, including JIRA case turnover ratio and resource utilization forecast.

Qualifications

• 5+ years’ experience with fleet management products on hardware and software applications to ensure in-depth knowledge.
• Ability to handle remote site installations, upgrades, and software support.
• 8+ years’ technical supervisory experience of people and resources.
• Ability to do standard and custom system configurations for client’s sites within the Wenco product suite.
• Ability to develop a scope of work for all non-standard features (custom development) on existing and new client sites.
• Computer Technology background (Including exposure to Linux, Cisco, Database Administration, Business Systems Analysis, Microsoft Exchange, etc.).
• Project Management certification with PMP and PMI-ACP or equivalent is an asset.

Skills and Abilities

• Cooperation/Teamwork – conveys a sense of teamwork, respectful of others, seeks to work towards a common goal.
• Excellent customer and people management skills.
• Strong ability to manage the time and priorities of projects and team members.
• Proven analytical and problem-solving abilities.
• Strong written and verbal communication skills.
• Highly self-motivated and self-directed, objective-oriented.
• Strong, demonstrated customer focus (internal and external).

Education and Eligibility

• Must be eligible to work in Australia.
• Bachelor’s degree in Engineering, IT, Business, or relevant discipline.
• Certificate or diploma in project management an asset.
• Travel of up to 25% may be required (must have a valid passport and legally be able to travel internationally if required).

Benefits

• Wenco advances the efficiency and safety of the world’s surface mining equipment through our fleet management systems.
• We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.
• Wenco is an Equal Opportunity Employer.

Disclaimer

The information in this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. It is not intended as an employment contract. Job descriptions are subject to change, which may not necessarily affect compensation.