Senior Manager Customer Support (Service Delivery)

At BEUMER Group we deliver innovative automated systems that keep airports logistics operations and critical supply chains moving. We are seeking an experienced and technically capable leader to join our Customer Support team as Senior Manager Customer Support (Service Delivery).

This is a key leadership role responsible for the delivery of technical customer support services across Australia and New Zealand leading engineering and service delivery teams to ensure exceptional operational performance customer satisfaction and long-term system reliability. The role combines technical leadership operational excellence and strategic stakeholder management across airport and logistics environments.

As the Senior Manager Customer Support (Service Delivery) you will lead a diverse team of field service resident site mechanical and commissioning engineers ensuring the successful delivery of maintenance troubleshooting system optimisation and lifecycle support activities.

You will work at the intersection of engineering operations and customer support driving service excellence while developing strong customer relationships and continuously improving performance across the ANZ region

Key Responsibilities

• Lead and develop technical service delivery teams across Australia and New Zealand. 
• Oversee maintenance fault diagnosis troubleshooting and performance of installed systems.
• Ensure service delivery meets contractual obligations service level agreements (SLAs) and uptime targets.
• Act as the escalation point for complex technical and operational issues. 
• Monitor and improve service performance metrics operational KPIs and system reliability. 
• Drive continuous improvement initiatives to enhance service quality efficiency and customer outcomes.
• Support upgrades retrofits and optimisation programs throughout the system lifecycle. 
• Partner with engineering project supply chain sales and customer stakeholders to deliver integrated outcomes.
• Lead coach and develop technical leaders and specialists across the Customer Support function.
• Support resource planning financial performance and operational efficiency initiatives. 
• Ensure compliance with all safety quality and company standards.

Qualifications :

About You

You are a proven technical services leader who combines strong engineering knowledge with the ability to build high-performing teams and strong customer relationships.

Qualifications & Experience

• Bachelors degree in Engineering (Mechanical Electrical Mechatronics or similar preferred). 
• 510 years experience in technical service delivery field service engineering operations or similar environments.
• Demonstrated experience leading engineering or technical teams.
• Experience within industrial automation logistics material handling airport systems or related industries is highly desirable. 
• Strong understanding of service delivery maintenance reliability and operational performance management. 
• Experience managing customer-facing operations and complex stakeholder environments. 
• Project management ITIL Lean Six Sigma or similar certifications are advantageous

Key Capabilities

• Service Delivery Management
• Technical Leadership
• Field Service Operations
• Maintenance & Reliability Management
• Customer Relationship & Stakeholder Management
• Performance & KPI Management
• Continuous Improvement
• Financial & Commercial Acumen
• Strategic Problem Solving
• Change Leadership

Additional Information :

Why Join BEUMER

At BEUMER Group we design and deliver innovative engineering and automation solutions that support some of the worlds most critical infrastructure. Our teams are driven by collaboration integrity and a strong commitment to customer outcomes.

What we offer:

• A leadership opportunity within a global organisation with a strong presence across Australia and New Zealand
• The ability to influence service delivery outcomes for some of the regions most complex airport and logistics automation systems
• Responsibility for leading and developing high-performing engineering and technical teams across multiple locations
• Exposure to local regional and international stakeholders across operations engineering projects and customer support
• The opportunity to drive continuous improvement operational excellence and customer success in a critical service environment
• A collaborative and values-driven culture that prioritises safety innovation accountability and teamwork
• Long-term career development opportunities within a global engineering and technology business

If youre an experienced service delivery or engineering leader looking to make a meaningful impact in a technically complex and customer-focused environment wed love to hear from you. 

Immediate Start Available

If youre ready to take the next step in your leadership career we encourage you to apply today.

Remote Work :

No

Employment Type :

Full-time