Job Description
About Miele
What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers.
Make our claim your challenge – whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day – and help us to expand our innovation leadership.
About Your Workplace
At Miele, service excellence is a key differentiator of our premium brand. As Leader of Field Service, you will lead the strategy, performance and continuous improvement of our service operations across Australia and New Zealand, encompassing field technicians, workshops, scheduling functions and service partners. Reporting to the Customer & Consumer Services Director, you will play a critical leadership role in shaping the customer experience, driving operational excellence and ensuring Miele continues to set the benchmark for premium after-sales service.
Your Responsibilities
Lead and develop Miele's Field Service operations across Australia and New Zealand, ensuring exceptional customer outcomes and achievement of key service performance indicators.
Drive technician productivity, capability and engagement through coaching, mentoring, training initiatives and strong leadership of State Service Managers.
Develop and execute a long-term Service Partner strategy that delivers sustainable coverage, performance and customer responsiveness across metropolitan and regional markets.
Analyse operational performance, customer feedback and market demands to identify opportunities for continuous improvement and service innovation.
Manage service budgets, resource planning and operational efficiencies to support revenue, profitability and business objectives.
Partner with cross-functional teams including Contact Centre, Technical Training, IT, Finance and HR to optimise service delivery and customer experience.
Contribute to strategic business initiatives, global service harmonisation projects and the ongoing development of Miele's premium service proposition.
What We Are Looking For
Must Have
Proven leadership capability with the ability to inspire, develop and manage high-performing operational teams.
Strong customer-centric mindset with a passion for delivering exceptional service experiences.
Demonstrated ability to analyse business performance data and implement operational improvement initiatives.
Excellent stakeholder management, communication and influencing skills across multiple levels of an organisation.
Experience managing service operations, field-based teams or multi-site operational environments.
Strong commercial acumen with experience managing budgets, resources and performance outcomes.
Nice to Have
Experience leading service partner or contractor networks.
Project management experience, including delivery of transformation or continuous improvement initiatives.
Experience within premium consumer products, retail, technical services or related industries.
Relevant tertiary qualifications in business, operations management, engineering or a related discipline.
Our Benefits
- Flexible working arrangements
- Personal development and career opportunities
- Employee discounts on premium Miele products
- International development and leadership programs
- Access to a global organisation with strong local leadership and career growth opportunities