Select Plant Australia is one of Australia’s leading specialist plant hire providers and a key part of the Laing O’Rourke Group. We provide the plant, equipment and specialist solutions that help deliver some of Australia’s largest, most complex and exciting construction projects. 
 

Our capability spans Cranes and Lifting Solutions, General Plant, Heavy Plant, Site Solutions, Specialist Rail, Sustainability and Innovation, and Vehicles, giving our customers access to one of the broadest plant ranges in the industry. 

Benefits  

At Laing O’Rourke, we’re committed to helping our people thrive and build meaningful, rewarding careers. We offer exceptional development opportunities, wellbeing support and a range of benefits designed to support you both at work and beyond.  

We’re proud to foster a diverse and inclusive workplace and welcome applications from First Nations Peoples and people from culturally and linguistically diverse backgrounds. Laing O’Rourke is also recognised by the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality.  

Some of our benefits include:  

• In-house training and on-the-job development opportunities  

• Six months’ paid parental leave at full pay for all employees  

• Purchased leave options and volunteering leave  

• Exclusive discounts and savings across hundreds of Australian retailers  

Learn more about our Benefits & Rewards and our Stretch Reconciliation Action Plan   https://www.laingorourke.com/company/diversity-and-inclusion  

 
Key responsibilities  

• ​​Lead regional customer-experience performance across responsiveness, fulfilment, retention and escalation management.​ 

• ​​Set service priorities, translate business needs into delivery plans and allocate resources as demand changes.​ 

• ​​Establish consistent customer-service standards, communication expectations and ways of working.​ 

• ​​Oversee quoting, bookings, purchase orders, contracts and complex customer commitments within approved controls.​ 

• ​​Align customer demand with fleet availability, supplier capability, Workshop capacity and commercial requirements.​ 

• ​​Lead complex fulfilment, service recovery, billing disputes, hire changes and customer escalations through resolution.​ 

• ​​Use customer, operational and financial data to improve performance, utilisation and revenue protection.​ 

• ​​Lead workforce planning, performance, engagement, coaching, capability and succession for the regional team.​ 

About you  

• ​​Demonstrated leadership of customer service, customer operations or equipment hire teams across a complex portfolio.​ 

• ​​Strong knowledge of the end-to-end hire lifecycle, from enquiry and quotation through fulfilment, return and billing.​ 

• ​​Experience leading complex customer cases, escalations, service recovery and sensitive relationships.​ 

• ​​Experience in supplier coordination, commercial decision-making, revenue protection and operational integration.​ 

• ​​Ability to interpret customer, operational and financial data to improve performance and capacity.​ 

• ​​Demonstrated people leadership across workforce planning, performance, coaching, engagement and development.​ 

• ​​Experience with COINS or a similar hire, ERP or customer-management system is desirable.​ 

• ​​Strong commercial judgement, stakeholder influence, negotiation and governance awareness.​