Service Manager
On-site · Silverwater, New South Wales, Australia
Job Summary
Oversee EVSE's field and remote support operations, leading a blended onshore/offshore team to meet SLAs and service standards. Manage Zendesk ticket workflows, escalations, and resource allocation; monitor KPIs such as ticket resolution times, first-fix rates, uptime, CSAT, and capacity planning. Drive continuous improvement through coaching, recruitment, onboarding, and training initiatives; partner with Sales to support service renewals and identify growth opportunities. Responsible for service operations budget, ensuring cost efficiency while maintaining quality; cultivate strong cross-functional relationships with internal teams and external stakeholders; maintain safety, quality procedures, and regulatory adherence. Proven track record in leading service or technical teams to inspire performance and accountability; aligned with EVSE's mission to advance electric mobility infrastructure.
Required Qualifications
- 5+ years of experience managing service operations with a focus on delivering measurable results and exceptional customer outcomes
- Technical background in engineering or a related field with strong problem-solving capabilities
- Hands-on experience with Zendesk or similar helpdesk/CRM platforms at an operational or management level
- Demonstrated ability to build collaborative relationships across internal teams and external stakeholders
- Exceptional organizational and communication skills—both written and verbal
- Genuine passion for sustainable technology and alignment with EVSE's mission to advance electric mobility infrastructure
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