Field Service Engineering Manager
Consumer & Customer Care
Full Time
Beverley, South Australia

Your Role


You will lead the Field Service Engineering Team (FSET) responsible to review warranty costs and technical performance.


You will determine service strategies by SKU to assist with forecasting (before and during each product’s life cycle), serviceability of appliances, verification of technical documentation for new and existing products in the market, reporting and implementation of improvements to field service offering for the technical / service professional workforce (Metropolitan Service Agents, internally & externally, Authorised Service Centres, Contact Centre {CCC} and Service Leaders), while focusing on reducing warranty cost.


With an unwavering commitment to the consumer, meeting Customer Experience (CEX) and other relevant targets set, is essential. Ensuring easy access to accurate & effective reporting will assist internal & external stakeholders understand their role in the reduction of warranty costs.


As part of the broader Service Engineering (SE) function, the team enables Technical / Service professionals to ensure exceptional consumer experiences.


A Typical Day


As a leader, you identify and address FSET strengths & growth opportunities. You support team members by facilitating necessary training (to ensure adequate knowledge is held and new technologies gained), as well as the creation & active maintenance of development plans. You will actively coach and/or manage critical gaps to ensure the team is able to meet their key operational & strategic deliverables.


You will ensure the team delivers accurate analysis and detailed serviceability and warranty reports whilst also ensuring the technical publications received from APMEA Center of excellence (CoE) team contain the correct and optimum information required to ensure a timely and accurate field service repair.


You will collaborate with SE, Service leaders, key project leaders and quality personnel, swiftly highlighting and/or reporting on potential serviceability or reliability issues noted during the serviceability report ‘tear down’ process and Warranty data analyses. Identify and highlight actual and potential product & service issues and trends, to enable optimum response planning, escalating as needed to ensure adequate awareness and/or sponsorship.


The FSET will partner with the Technical Support & Training team (TSTT), to ensure the latest and most accurate data is available for technician training and reference purposes. Further, the FSET will highlight requirements & opportunities through daily interactions within SE to adjust and/or improve overall effectiveness.


Your team will also assist with the timely identification and serviceability requirements of spare parts as required by the Spares Purchasing Group through supply, procurement or redundancy issues.


As part of this position you are responsible for curation of Electrolux WEB (Partnship) ensuring all stakeholders can access relevant information.


This role requires flexibility to deliver required FSET services, generally Monday – Friday. It is not expected the role’s incumbent will travel regularly, however the ability to travel either nationally or internationally with notice is required.


Who You Are


·         Agile - Both reactive and proactive, you work efficiently and flexibly to deliver results.

·         Collaborative - You build trust, good working relationships and communicate effectively with your colleagues and across functions.

·         A completer - You start, and you finish, taking responsibility for getting things done, on time and to high quality, tying up all the loose ends along the way.

·         Communicative - Whether face-to-face or on the phone, you can communicate plans and articulate your ideas with colleagues and customers at all levels.

·         Customer focused - You understand and empathies with people and can apply your people and problem-solving skills to reassuring customers.

·         Leader - You have a vision and a purpose, and you can inspire and influence others to not only share it but apply their abilities to achieving it.

·         Organised - You set the pace and the priorities, and then you bring a methodical approach to meeting your goals.

·         Results-driven - You aim to fix any issue the first time, following up as needed to reach a resolution that satisfies the customer.

·         A self-starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan.

·         Positive influencer – You are capable of influencing Service professionals regarding service delivery, consumer expectations and labour rates, as set by EHP 

·         Industry leader - you have experience within the service industry.



Technical Knowledge, Skills & Experience Required


·         Team Leadership

·         Certificate III Appliance Repair, A/C, Refrigeration Mechanic or Diploma/Certificate IV Electronics/Electrical

·         Current licences required for the assigned Industry (i.e. electrical, gas etc.)  

·         Experience servicing whitegoods/browngoods/business or IT appliances/devices (ideal)

·         Experience with training/facilitation & Learning Management Systems (ideal)

·         Current valid state drivers’ licence

·         Sound knowledge of Microsoft Office 365 (Email, Word, Excel, PowerPoint)

·         Ability to communicate cross functionally to major stakeholders

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'