Global Support Manager
Milton- Brisbane

About us

MineWare is an exciting company with a history of growth and innovation.  Recognised as a global leader in mining technology systems and services for dragline and shovel operations. Due to our continued growth, we are requiring an experienced Global Support Manager to join our award-winning company based in our Milton office.

A unique opportunity

As the Global Support Manager, you will lead a team of Remote Support Technicians and be primarily responsible for the successful delivery of MineWare’s remote (off-site) product support activities.

The position primarily focuses on:

  • End-to-end management of product support requests and delivering responses and resolutions within the relevant service level agreements
  • Direct management of the Milton based Remote Support Team and oversight of support resources in MineWare’s other key geographies including South Africa and North and South America
  • Assisting in the setup and commissioning of new product installations and system upgrades
  • Developing and implementing support strategies which will improve levels of customer satisfaction and product availability/reliability

Responsibilities

  • Ensure the highest levels of operational support excellence
  • Delivering support from Level 1 Help Desk through to assigning/co-ordinating the escalation to Level 3 resources  
  • Assist in long-range strategic planning that will meet changing and future needs of the business
  • Ensure the highest levels of customer satisfaction
  • Working directly with customers in the management of technical and business impacting issues
  • Manage customer and sales escalations to a successful outcome
  • Ability to communicate with and influence other departments with differing priorities
  • Maintaining a global approach to customer support issues and management
  • Exercise independent thought within defined procedures and practices

Knowledge, skills and experience

  • Experience in a Support Manager role (mandatory)
  • Proven people leadership skills
  • Proven customer skills and ability to communicate with all levels of organisations
  • Supporting technology solutions within an organisation, from executive management through to the technical staff
  • Project management and problem-solving skills
  • A good communicator with excellent written and verbal skills
  • Must excel in a fast-paced, diverse environment
  • Previous mining industry experience preferred

 

If you meet the above criteria, we would welcome your application.

 

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