Support Lead

Our Opportunity

Work Location:  Perth and Site based.  Fortescue’s Perth office is located on the traditional lands of the Whadjuk people.

Roster:  8D/6R - 50% Perth, 50% Site

We’re looking for an experienced Product Support Supervisor to lead our team of Product Support Specialists, ensuring timely and effective resolution of customer issues while enhancing the overall customer experience. This pivotal role combines leadership, technical expertise, and collaboration with stakeholders to deliver exceptional support for Fortex products.

Key Responsibilities

• Oversee the support ticketing system to ensure prompt and efficient responses aligned with the Service Level Agreement (SLA).
• Lead and mentor a team of Product Support Specialists, fostering a collaborative and supportive environment.
• Troubleshoot and escalate critical alerts while managing incident communications and coordinating service restoration efforts.
• Conduct root cause analyses for incidents, identifying long-term solutions to recurring issues.
• Collaborate with project teams on system upgrades, bug fixes, and issue management.
• Develop and manage personnel rosters to ensure 24/7 coverage for Fortex product production sites.
• Deliver training and performance evaluations to team members, identifying growth opportunities.

Qualifications and Experience

• Bachelor’s degree in a relevant field.
• Proven experience in technical or customer support roles, with a strong grasp of support processes.
• Demonstrated leadership experience, preferably in a support or related environment.
• Excellent written and verbal communication skills, with the ability to liaise effectively with technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities, with attention to detail and a focus on continuous improvement.
• Proficiency with support ticketing systems, with experience in JSM software preferred.
• Familiarity with product development lifecycles and incident management practices.

About Us

Be part of something big. Fortescue is leading the world with our plan to decarbonise our iron ore operations, projects that harness renewable energy and the development of technology that will change our planet forever.

Our Commitment

Fortescue celebrates individual strengths and team members are encouraged to bring their whole selves to work. Our global workforce drives and promotes an inclusive culture, both within our organisation and throughout the communities we interact with. Diverse backgrounds include First Nations Peoples, people with disabilities, LGBTQ+ community, gender, neurodiverse, cultural diversity, all age groups, and those with an intersectional or multiple diverse characteristics. We encourage candidates from all backgrounds to apply.

https://fortescue.com/careers 

Internal Candidates / Current Contractors please apply via Success Factors Careers Portal. For further information on how to apply please visit the Fortescue Hub. 

Fortescue reserves the right to close applications early should a suitable pool of candidates be identified. Fortescue will never contact you to ask for payment of any kind, whether directly or through a third party.