What are the responsibilities and job description for the Technical Service Manager position at Macquarie Technology Group?
About Us
There’s something special about working for a company like Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do! Because of this, you have the opportunity to make a difference.
The Technical Service Manager (TSM) is essential in overseeing technical service delivery, supporting client satisfaction (via NPS), and ensuring network performance within the telecommunications and managed services environment of Macquarie Telecoms clients, in a post-sale environment. This role combines technical expertise & consultation, project implementation, and customer relationship management to provide a seamless experience throughout a customer's lifecycle
\n- Manage and oversee the installation, configuration, and maintenance of telecom systems, including networks, data, and voice solutions.
- Point of escalation for Design, Implementation, cutover and service handovers.
- Monitor network & infrastructure performance with the view of minimum downtime and address potential issues proactively and present the client with preventative measures.
- Consult on network upgrades, expansions, and maintenance projects to enhance reliability and scalability.
- Serve as the post-sale technical liaison between Macquarie Telecom and the client technical stakeholders, for example, IT managers to maintain high client satisfaction.
- Conduct regular meetings with key accounts to address technical needs, discuss service challenges, and present solutions.
- Perform technical reviews with customers at scheduled intervals (every six months), identifying potential improvements and preparing for contract resign
- STEM related University Degree (e.g. Engineering, Computer Science, etc.)
- Extensive experience conducting technical reviews with customers identifying potential improvements and preparing for contract resign prior to contract renewal.
- Strong customer facing and/or consulting background.
- Extensive experience in telecom systems including networks, data and voice solutions.
- Strong experience in networking security.
- Excellent people and communication skills.
- We are one of the Top 10 AFR Best Places to Work 2024: Join a workplace that’s recognised as one of Australia’s best.
- Gallup Exceptional Workplace Award Winner: Be part of a team that’s celebrated globally for its outstanding culture.
- Industry Leader: We have the highest Net Promoter Score on the ASX and were crowned for the world’s best customer experience at the World Communications Awards.
- Make a Real Impact: Your ideas and actions will directly shape our products and influence the market.
- Invested in Your Growth: Accelerate your career with our comprehensive learning and development programs, including Gallup strengths-based training and clear career progression opportunities.
- Collaborative and Empowering Culture: Work with a driven team that values your decisions and encourages you to take bold actions.
