About us

At Yamaha, we inspire passion through the joy of music and sound. Being Australia’s leading importer and distributor of musical instruments is just the beginning. We also shape the music performed in concert halls and recording studios, enrich homes with theatre-quality sound and cultivate creativity through music education.

Our people are at the heart of our success. We believe in music’s power to bring people together. If you’re excited by the idea of sharing our passion for music, then we might be the right company for you!

About the role

We are looking for an experienced Customer Service Manager to oversee Yamaha’s customer service, technical support and spare parts functions. Reporting to the General Manager – Operations & Finance, this role is primarily responsible for ensuring the provision of first-class repair service to our customers, by leading an agile internal support team. Additionally, they will liaise with Yamaha’s external service partner repair network and third-party providers to ensure they continue to deliver to our brand’s high standard.

Key duties and responsibilities of the role

• Lead and develop a cohesive customer support, spare parts and technical service team, to deliver high quality after-sales service
• Develop and maintain a national service network that meets and promotes Yamaha’s required standards
• Take ownership of escalated customer service cases and ensure they are dealt with effectively, timely and efficiently
• Manage all databases, systems and contracts associated to customer service and external service centres
• Be responsible for on-time delivery of service parts to the service network including inventory control
• Develop and implement Customer Service & Technical Support Policies for efficient, timely and quality service
• Ensure that all compliance and regulatory requirements are met including electrical and safety standards as well as Australian Consumer Law requirements
• Attend monthly product compliance meetings and maintain electrical and product safety standards in conjunction with Yamaha’s Group Product Compliance team
• Maintain and issue warranty policies and guidelines in accordance with all regulatory requirements
• Maintain all compliance documentation to audit standards
• Manage budget expenditure for all service department related activities
• Compile monthly, quarterly, and annual service and spare parts reports for local and international stakeholders
• Attend Global Service Management meetings in Japan or other overseas destinations when required

Your skills and experience

• Professional verbal and written communication skills, with the ability communicate technical information clearly and concisely
• 5 years of customer service management experience and a proven ability of strategic planning and resource allocation
• Intermediate proficiency in the Microsoft Suite, in particular Excel and Word

The below experience would be highly regarded but is not essential:

• Experience in spare parts handling or warehousing
• Strong and current knowledge of all regulatory affairs regarding product safety, electrical and EMC requirements
• Previous technical experience or experience with SAP and a CRM
• Technical or service-related knowledge of musical or audio products

We are most interested in finding the best candidate for the job. While the above lists the preferred skillset, we understand that some candidates might not meet every single requirement and we still encourage you to apply. We’re eager to meet experienced Customer Service Managers who have a passion for our products and are willing to expand upon their technical and compliance knowledge.

At Yamaha Music Australia, we are proud of cultivating a culture of safety and respect for all employees, one that includes and represents the diversity of communities that we operate in.

Great things about working here

• Great South Melbourne location close to Melbourne CBD, South Melbourne Market and accessible via tram
• Employee Assistance Program
• Generous staff discounts on products
• Birthday Leave
• Flexibility policy
• Paid Parental Leave

How to apply

This role is open to start in January 2025 and we encourage early applications. It is a full-time position working from our head office in Melbourne. We have a hybrid work model in place, working Mondays and Fridays from home, and Tuesdays, Wednesdays and Thursdays from the office.

To be considered for this position, tell us why your motivation, skills and experience make you the best candidate for the role. To apply, please submit a cover letter and résumé via the Seek portal.  Applications close Sunday 1 December, 2024, however we will be shortlisting prior and encourage early applications.

Yamaha Music Australia is an equal opportunity employer. We strongly encourage applications from all sectors of the community including Aboriginal and Torres Strait Islander people, people of culturally diverse backgrounds, people with disabilities, people from the LGBTQI+ community and working parents.

https://au.yamaha.com