Powerlink Energy Australia is a leading name in global energy production, and we pride ourselves on producing quality energy equipment to a wide range of industries. As a manufacturer, we design, produce and distribute renewable energy products, diesel and gas generators, air compressors, lighting towers, as well as providing sales, after-sales and warranty support.
The Role
An opportunity has come up for an enthusiastic and customer-focused individual to join our service team. Fluency in both Mandarin and English is essential, as this role requires regular communication with our customers, suppliers and Head Office in Shanghai. The successful candidate will have strong emotional intelligence and enjoys biding positive relationships with customers. An engineering background is preferred, as the role involves supporting technical service inquiries, coordinating repairs and maintenance, and working closely with customers, suppliers and internal departments to deliver exceptional service. The ability to de-escalate customer concerns and work closely with clients to achieve timely and effective resolutions to service claims and technical issues is essential.
The ideal candidate must have excellent communication and interpersonal skills, with the ability to trust and maintain strong relationships with clients. Emotional intelligence is essential, including the ability to remain calm under pressure, handle situations professionally, and adapt communication styles to suit different clients. The ideal candidate must liaise with both internal and external service providers (such as sub-contractors) to assist in the handling and processing of client queries, obtain quotes regarding after sales support and service requests.
A working knowledge of Mandarin is compulsory for this role
Duties & Responsibilities
The ideal candidate should be able to:
1. Conduct multiple tasks with varying deadlines with a minimum amount of supervision
2. Communicate effectively with Mandarin speaking customers, suppliers and stakeholders
3. Build and maintain strong customer relationships by demonstrating professionalism, and a customer-focused approach when managing enquiries and resolving issues
4. Oversee ongoing service projects, action standard operational procedures
5. Ensure communication with our clients is maintained and actioned in a timely manner in fulfillment of KPI’s
6. Liaise with our Head Office in Shanghai to coordinate technical information, service updates and customer requirements
7. Assist in the resolution of complex warranty issues by implementing guidelines from start to finish, provide regular reports to Directors and other team members
8. Engage with clients making warranty claims and triage problems until service/spare parts become available, ensuring client satisfaction is maintained
9. Engage with external sub-contractors to carry out on-site maintenance/repairs, including issuing purchase orders and reviewing costs
10. Have proven experience in client relationship management
11. Be required to travel offsite for service jobs
12. Other duties assigned by managers from time to time
Key Competencies
The following competencies will be highly regarded:
1. Fluent in both English and Mandarin
2. High level of emotional intelligence with the ability to build rapport, resolve conflict and provide exceptional customer service
3. The ability to analyse and plan to account for any changes in stock ahead of time and be able to convey same to other Departments
4. A keen attention to detail to be able to action changes as and when they occur
5. The ability to liaise with multiple departments
At Powerlink Energy, we value our people and believe in creating a positive workplace culture. We provide company lunches every Tuesday, casual Fridays and regular staff events throughout the year, including birthday celebrations and monthly team events.
Job Type: Full-time
Ability to commute/relocate:
- Smithfield NSW: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Engineering, Mechanical or Electrical industry experience 1+ year (preferred)
Work Authorisation:
Pay: From $65,000.00 per year
Work Location: In person
