Customer Service Manager

SERVICE MANAGER – FULL TIME

Roselands, Sydney

Monday to Friday | 8:00am – 5:00pm

About Us

Di Pacci Coffee Company is one of Australia’s leading coffee equipment specialists, servicing cafés, roasteries, offices, and hospitality venues nationwide. We are growing and are looking for a high-performance Service Manager to lead and control our busy service department.

This is not a slow-paced desk job. This role is fast, demanding, and critical to our business operations.

The Role

You will be the central point between our customers and our technical team. You will manage workflow, customer communication, parts ordering, quoting, and ensure every job is handled efficiently and professionally.

Key Responsibilities:

Liaising with customers via phone and email
Preparing and sending service quotes
Following up outstanding approvals
Ordering parts from suppliers
Directing and scheduling technicians
Keeping customers updated throughout the repair process
Managing workflow to ensure jobs are completed on time
Handling escalations professionally
What We’re Looking For

This is a high-pressure environment. Machines break. Cafés panic. Deadlines matter. You must stay calm, professional, and solutions-focused.

Essential Requirements:

Fluent English (written and verbal)
Professional phone manner and strong communication skills
Exceptional customer service skills
Strong organisational and time-management ability
Ability to multitask and prioritise under pressure
Resilient and calm under stress
Confident decision-maker
High attention to detail
Experience in service coordination or management preferred
What You’ll Get

Full-time stable position
Monday–Friday (no weekends)
Supportive team environment
Work with one of Australia’s most recognised coffee equipment companies
Career growth opportunities
This role is highly stressful at times. If you cannot handle pressure, constant communication, and fast decision-making, this is not the role for you.

If you thrive in organised chaos and enjoy solving problems daily, we want to hear from you.

Apply now with your resume and a short cover letter explaining why you are the right person for this role.

Job Type: Full-time

Pay: $55,573.46 – $112,206.63 per year

Benefits:

Free drinks
Work Location: In person