Global Service Excellence Manager

Build a service capability that scales globally and delivers where it matters most, with our customers.

CR Powered by Epiroc is a global leader in delivering engineered solutions to the mining sector. From Ground-Engaging Tools (GET) and cast lip systems through to wear solutions and digital technologies, we partner with some of the world’s largest miners to improve productivity, safety, and performance.

Now part of the Epiroc group, we combine deep technical expertise with global scale and we’re continuing to grow.

As our products and technologies become more connected, the way we support our customers needs to evolve with them.We’re looking for a Global Service Excellence Manager to help shape that evolution.This is a global role with a practical challenge: how do we make excellent service easier to deliver consistently, regardless of product, technology or region?You’ll bring together the standards, systems, capability and performance insight that allow our regional teams to execute with confidence, while keeping ownership and customer relationships where they belong, close to the customer.

Where you’ll make a difference

There’s plenty to build. You’ll help create a stronger, more scalable foundation for service and support, connecting people, process, technology and what we learn from the field.Your impact will include:

• Creating simple, practical standards that make expectations clear
• Building operational readiness and capability across products and regions
• Leading and evolving our Digital Remote Operations capability
• Making service performance visible and using it to drive improvement
• Turning field and customer insight into better support, products and opportunities

This role is about connection, not centralisationYou won’t be expected to run regional field teams from afar.You’ll work alongside Product Management, Engineering, Sales and regional Field Operations to create the conditions for those teams to succeed.Product teams shape the offer. You make sure we’re ready to support it. Regional teams bring it to life for our customers.

Who could thrive here?

You might already lead field service, technical support, Remote Operations or operational excellence in mining, heavy industry, industrial technology or another complex service environment.What matters most is your ability to take complexity and turn it into something people can actually use.You can influence across functions and regions, challenge constructively, use data to see where we’re succeeding or falling short, and bring people with you as things change. This hybrid role is based in our Cannon Hill office in Brisbane. 

What does great look like?

Regional teams know what great service looks like.They have the capability, systems and support to deliver it.We can see what’s working, learn from what isn’t, and continuously improve.And our customers experience better, more consistent support wherever they operate.If building something that works globally, enables teams locally and makes a real difference for customers sounds like your kind of challenge, we’d like to hear from you.

What CR Powered by Epiroc offer: 

At CR Powered by Epiroc, we value diversity and seek people with diverse backgrounds to join our team. We are committed to developing people and fostering an inclusive environment where individuals belong, feel their uniqueness is valued, and can reach their full potential. We offer a global career path, exciting opportunities to work on new technologies that have a meaningful impact, and flexible work/life balance. We also offer birthday leave, equalized paid parental leave, four weeks of paid time off, customized well-being offerings, competitive remuneration reviews, and the opportunity to give back to our local communities. Together, we've created an environment where everyone can thrive. Will you join us?  Your passion belongs here!