Business Support
Customer Service - 2IC
Address: BU Headquarters, Level 3, 78 Waterloo Road, Macquarie Park, New South Wales, 2113, Australia
Job ID: R0240269
Location Type: Onsite
- Overview
- Job Description
- Success Profile
- Rewards
- Connect
As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.
Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.
Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.
Inpatient RNs at Fresenius Medical Care perform dialysis treatments on an acute patient population in a hospital setting, including ICU, ER, Rehab, and Med/Surg units. What makes this role truly unique is the level of autonomy you’ll enjoy. Inpatient nurses are specifically accountable for administering and assessing each patient’s treatment plan. And because dialysis is a critical treatment for many hospital procedures and health conditions, you’ll have the opportunity to work with a wide variety of patients. Ideal candidates possess leadership skills and independence needed to make quick decisions in a fast-paced environment. Must be capable of educating patients and providing exceptional customer service to our partners. Six months to one year of dialysis experience or some form of critical care nursing experience are also required.
Job Description
Title: Customer Service 2IC
Introduction section:
At Fresenius Medical Care, we are the global leader in kidney care, committed to improving the lives of patients with chronic kidney disease. Our mission is to deliver high-quality, innovative products, services, and care across the entire healthcare journey. Guided by our vision—“Creating a future worth living. For patients. Worldwide. Every day.”—we work with purpose and compassion, supported by a global team of over 125,000 employees.
Within our Care Enablement segment, we develop and provide life-sustaining medical products, digital health solutions, and therapies that empower clinical teams and improve patient outcomes. Our FME Reignite strategy drives transformation through innovation, efficiency, and sustainable growth.
Our values guide how we work:
- We Care for our patients, each other, and our communities
- We Connect across teams and borders to deliver excellence together
- We Commit to doing things the right way— growing with purpose and leading kidney care with integrity and innovation
Information about Global Commercial department:
Global Commercial, a function within Care Enablement, unites Sales, Marketing, Global Sales Excellence, and Global Technical Operations. This team delivers high-quality medical devices, technical services, and effective commercial strategies across global markets, advancing our mission to improve patient lives. Join our passionate team and help shape healthcare worldwide!
Summary about role:
To oversee the day-to-day operations of the Customer Service function, ensuring service delivery, workload management, and issue resolution are executed effectively and consistently. The role acts as the operational second-in-charge to the Customer Service Manager and provides leadership, direction, and support to Team Leaders.
Responsibility:
Your Responsibilities:
Operational Leadership & Daily Management
Lead the daily running of the Customer Service team across all functions and territories.
Set daily operational priorities and manage workflow to ensure service commitments, KPIs, and SLAs are met.
Oversee daily huddles and ensure clear communication of priorities, risks, and escalations.
Act as the primary escalation point for complex or high-risk customer, operational, or stakeholder issues.
Provide guidance and direction to Team Leaders to support consistent decision-making and service delivery.
Escalations, Tickets & Service Control
Maintain overall ownership of the customer service inbox and ticketing system
Monitor ticket volumes, ageing, and backlog trends, reallocating resources as required
Oversee the management of escalated tickets and complaints through to resolution
Ensure consistent escalation pathways and communication standards are followed
Order, Process & Compliance Oversight
Provide oversight of all customer service activities including orders, credits, debits, RGAs, FOC orders, demo coordination, delivery blocks, and billing blocks.
Ensure adherence to internal controls, approvals, and quality standards.
Act as a key operational liaison between Customer Service and cross-functional teams (logistics, finance, sales, operations, quality)
Performance Management & Capability Uplift
Monitor team and Team Leader performance against KPIs and SLAs.
Identify performance risks and implement corrective actions in collaboration with Team Leaders.
Support coaching, development, and capability uplift across the Customer Service team.
Provide operational insights and recommendations to the Customer Service Manager
Continuous Improvement & Projects
- Lead and support continuous improvement initiatives across customer service processes and systems.
- Drive standardisation, efficiency, and backlog reduction initiatives.
- Support or lead project work related to system changes, process redesign, and service improvement.
- Contribute to documentation, training materials, and change management activities
Governance, Risk & OH&S
Support governance, risk, and compliance requirements within Customer Service.
Act as an escalation point for OH&S matters and support a safe working environment.
Ensure operational risks are identified, communicated, and managed appropriately
Acting Manager Responsibilities
Act in the Customer Service Manager’s absence to ensure continuity of leadership and decision-making.
Support the implementation of management directives and strategic initiatives.
Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives.
Key Skills & Experience
Proven experience in a senior customer service, operations, or supervisory role.
Strong operational leadership and escalation management capability.
Ability to manage complexity, competing priorities, and high-volume workflows.
Strong stakeholder management and decision-making skills.
Experience with ERP systems (e.g. SAP), ticketing systems, and operational reporting
KPIs & SLAs
Overall team adherence to KPIs and SLAs.
Reduction in ticket backlogs and aged cases.
Effectiveness of escalation management and resolution outcomes.
Operational efficiency, accuracy, and compliance.
Team capability, stability, and engagement outcomes
Offer package:
Our Offer for you:
There is a lot you can discover at Fresenius Medical Care, regardless in which field you are an expert and how much experience you have - all dedicated to your professional journey.
- Whether in front of or behind the scenes - you are helping to make ever better medicine available to more and more people around the world
- Individual opportunities for self-determined career planning and professional development
- A corporate culture in which there is enough room for innovative thinking - to find the best solution together, not the quickest one
- A large number of committed people with a wide range of skills, talents and experience
- The benefits of a successful global corporation with the collegial culture of a medium-sized company
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Leadership
Communicator
Compassionate
Problem-solver
Motivational
Good Listener
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Communicator
Compassionate
Detail Oriented
Relationship Expertise
Facilitator
Leadership
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Compassionate
Flexible
Independent
Quick-thinking
Patient
Responsible
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
Rosalyn,
Clinical Manager
Clinical Manager
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
Andrew,
Patient Care Technician
Patient Care Technician
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
Tony,
Outpatient Services RN
Outpatient Services RN
“My goal is to make sure that our patients keep their mobility and quality of life. This goal is really personal for me. My own father always had really bad vasculature in his leg and never had access to the kind of care we offer — eventually he lost blood flow and mobility. Knowing what he went through makes me even more committed to our mission.”
Warren J.
Azura Regional Vice President
Azura Regional Vice President
We've got your back.
We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.
Healthcare
Continuing Education
Paid Time Off
Collaborative Environment
Additional Perks
401(k) Retirement Saving
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