Client Services Manager – Australasia

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.

The role is responsible for the coordination of internal cross-functional department interests and activities to meet the requirements and satisfaction of our clients in the delivery, support, and implementation of Wenco solutions, including deployments of Open Autonomy.

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)