Established in **** Emmetts are a leading multi-franchise agricultural equipment group and one of Australia's largest John Deere dealers.
With 15 branches covering the broad-acre, viticulture, horticulture and grounds care farming sectors of Victoria and South Australia we are highly regarded in the farming community and believe the key to our success is the people who work for us!
Our team has a genuine passion for developing integrated farming solutions that help the Australian farming industry be the best it can be.
Join us in our purpose to keep farmers, farming!
This is an opportunity to step into a high-impact leadership role where you will shape how centralised support is delivered across the business.
You will lead a capable team, influence service standards, strengthen branch support and help deliver a more consistent, efficient and customer-focused experience.
Lead a function that directly improves branch support and customer outcomes
Take ownership of process improvement, service quality and team capability
Work across a broad scope spanning customer support, online support, service administration and warranty
Join a collaborative business where your leadership can make an immediate difference
About the role
As Customer Support Manager, you will lead the Customer Support Specialist and Centralised Support Officer functions across the business.
You will be responsible for coordinating centralised branch support across parts ordering, parts advice, sales support, online sales administration, customer communication, service administration and warranty support.
This role is ideal for a strong people leader who can balance operational support, process improvement and customer experience while building consistency across a multi-branch setting.
What you'll be doing




Lead and coordinate the Customer Support Specialist and Centralised Support Officer teams
Provide day-to-day direction, workload coordination and coaching across functions
Support branches with timely, accurate and commercially sound advice and administration
Drive consistency across customer support, online support, service administration and warranty processes
Strengthen service standards, responsiveness and customer experience outcomes
Identify and implement process improvements that improve efficiency and branch support
Partner with branch leaders and stakeholders to align priorities and service delivery
Monitor performance across support quality, claim recovery, work in progress and administration outcomes
What you'll bring
Experience in customer support, parts operations, service administration, warranty administration or a similar branch-based environment
Demonstrated success leading teams and coordinating outcomes across multiple branches or service channels
Strong understanding of branch support processes and customer service expectations
The ability to build capability, provide direction and maintain high support standards
Strong stakeholder management, communication and organisational skills
A customer-focused mindset, commercial awareness and attention to detail
Confidence using Microsoft Office and relevant business systems
What you'll get in return
We offer a competitive base salary plus a great range of benefits to support your work and lifestyle, including:
Purchased Leave, Paid Parental Leave, and Flexible Work Arrangements
Salary Packaging, including novated leasing and remote living allowances
A dedicated HR and Training team to help you grow your knowledge and career
Access to Health and Wellbeing programs, including our Employee Assistance Program (EAP)
A rewarding Rewards and Recognition program
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📌 Aftermarket Ag Customer Support Manager (Horsham)
🏢 Emmetts
📍 Horsham