Technical Service Manager

Join No Sense Entertainment Pty. Ltd., an innovative leader in high-quality collectable souvenir products, including Penny Press and Medallion Machines. We’re not just about products; we’re about experiences, both for our customers and our team. As we expand across Australia, New Zealand, Singapore, and South Korea, we’re seeking a self-motivated, experienced Technical Service Manager to lead our service team and maintain our reputation for excellence. If you’re passionate about customer satisfaction and thrive in a dynamic, growth-oriented environment, we want you.

Key Responsibilities:
– **Customer Support Leadership:** Serve as the primary point of contact for all customer support inquiries, ensuring swift and effective resolution of issues ranging from stock replenishments to equipment malfunctions.
– **Issue Management:** Oversee the entire ticket lifecycle, from initiation to resolution, including direct troubleshooting guidance, coordination of on-site technician visits, and escalation to specialists as needed.
– **Department Development:** Take charge of shaping the new service department, implementing efficient systems for request management, and ensuring all resources and documentation are up-to-date and accessible.
– **Team Coordination:** Manage a dedicated team of technicians, ensuring they have the necessary training, tools, and support to excel in their roles.
– **Continuous Improvement:** Actively engage with management to communicate department needs, propose enhancements, and integrate innovative practices to enhance service quality.

Qualifications:
– Proven experience in managing a Helpdesk or Service Desk environment.
– ITIL V4 Certificate in IT Service Management or other relevant industry certifications highly preferred.
– Extensive customer support and technical troubleshooting experience.
– Background in a technical role, with hands-on experience in equipment or machinery maintenance, IT, or related fields.

Skills:
– Exceptional command of the English language, with outstanding verbal and written communication skills.
– A strong commitment to customer satisfaction, with the ability to juggle multiple communication channels effectively (Phone, Email, WhatsApp, etc.).
– Highly organized, resilient, and driven, with a knack for proactive problem-solving and departmental organization.

About Us:
At No Sense Entertainment Pty. Ltd., we’re more than a company; we’re a community. We pride ourselves on fostering a creative, inclusive workplace where ideas flourish and achievements are celebrated. Join us, and be part of a team where your passion, dedication, and impact are recognized and valued.

### How to Apply:
Ready to make a difference? We’re excited to hear from you. Apply now by submitting your resume and a cover letter outlining why you’re the perfect fit for the Technical Service Manager role. Let’s create exceptional experiences together. Please start by telling me the last place you went for a holiday or the most recent movie you watched.

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