Service Support Manager - Sydney, Australia

Date: Mar 13, 2023

Location: Macquarie Park NSW (AUS), New South Wales, Australia

Company: Arjo



Empowering careers at ARJO

At Arjo, we know what moves us. We go above and beyond for people facing mobility challenges. We take every opportunity to work and grow as one team and take pride in sharing our knowledge and experience. Does that sound like something that moves you too?

This could be your opportunity to begin a challenging and rewarding career in a healthcare company that empowers movement for people with mobility challenges.


Arjo Australia – Great Place to Work Certified – March 2022


What is the Opportunity?

We are looking for an experienced and results oriented Service Support Manager who will help drive our vision “To be the most trusted partner in driving healthier outcomes for people facing mobility challenges”.


Within this role, you will have the opportunity to use your strong leadership and coaching skill to support our team of twelve Service Coordinators, by driving a culture of being a high performing, collaborative and successful team. This is a very exciting opportunity to be pivotal in shaping our service team for the future.



The successful candidate will be required to:

  • Lead, coach and develop the team, whilst fostering a strong collaborative and customer-centric culture consistent with our Guiding Principles;
  • Deliver exceptional customer experience through aftermarket support centre
  • Drive engagement across the Service coordinators team and bring to life the employee value proposition
  • Manage day-to-day customer service activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLA’s
  • Provide clear and concise direction, hands on support, and guidance to the team through effective coaching and mentoring
  • Act as a proactive and accountable escalation point for customers and internal stakeholders
  • Identify and lead continuous improvement initiatives in line with customer experience objective
  • Master data maintenance, for customer service contracts, service pricing, spare parts materials and equipment install base in collaboration with Key Users
  • Support Aftermarket State Service Managers and field service technicians with service business goals


To be successful in this position, you will possess:

  • Demonstrated ability to lead, coach and empower the service support team towards achieving its strategic objectives and growth plans;
  • Strong communication skills are essential, both written and verbal
  • Initiative in finding better ways to do things whilst going above and beyond ensuring customer satisfaction
  • The ability to navigate a diverse stakeholder base and proven ability to summarise diverse sets of information to suit stakeholder audiences
  • Excellent analytical, planning & hands on problem solving skills, and proven ability to develop and deliver executable actions to drive improvements
  • Expertise in CRM or ERP system and refined customer relationship management skills
  • Hands on Knowledge of ERP systems and/or service management systems would be highly regarded;


Skills and Experience

  • 5+ years managing and mentoring a service related administration teams
  • Strong leadership skills within an Operational role
  • Advanced working knowledge of MS office and ERP systems
  • Ability to build strong relationships with customers, clients and suppliers
  • Exceptional communication skills both written and verbal
  • Experience in Health Services industry will also be highly regarded


What We Will Offer In Return

We offer a competitive remuneration and bonus plan with the prospect of building a long-term career, whilst encouraging growth and leadership within this global company.


Work in a highly engaged and vibrant workplace culture, which includes:

  • Great Place to Work Certified – March 2022
  • Paid Parental Leave Scheme
  • Employee Assistance Program
  • Free onsite parking
  • Our Guiding Principles Reward and Recognition
  • Continuing education and career development plan


You will support our vision to be the most trusted partner in driving healthier outcomes for people facing mobility challenges. In return, we recognize and value our global employees. You will have our full support, training and opportunities for professional development.


Why diversity matters to us

At Arjo, we believe in the power of diversity. We strongly encourage applicants from all parts of society, which means building a more diverse, equitable, inclusive and engaging environment – not only in the workplace, but also within the communities that we serve, work in and live in. We achieve this through a culture and mind-set that values the uniqueness of all our people.


Aboriginal and Torres Strait Islander are encouraged to apply and explore a career with Arjo.


Successful applicants will be required to undergo relevant reference checks, a national police check and a pre-employment medical check (including a drug and alcohol screening) prior to appointment and be up-to-date with their Covid-19 vaccinations.


For those with a passion to improve mobility outcomes for others, a rewarding career at Arjo awaits. We look forward to receiving your resume and cover letter!


For more information about Arjo and our vision to be the most trusted partner in driving healthier outcomes for people facing mobility challenges, including our Guiding Principles please visit the Arjo web site