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We are seeking an experienced Service Manager to lead our service workshop and field service teams, ensuring exceptional customer service and product support.
The role revolves around owning the performance and sustainability of a busy service business across a premium heavy machinery product range. You'll lead people, performance and profitability while ensuring customers receive a consistently high level of service.
This is a hands-on leadership role, balancing operational delivery with commercial outcomes.
Key Responsibilities
* Lead day-to-day service operations across workshop, field service and after-hours callouts
* Prioritise and schedule technician workloads to maximise efficiency and utilisation
* Diagnose complex machine issues and support technicians with technical problem-solving
* Oversee job reporting, quality control and release of equipment to customers
* Coach, mentor and performance-manage service staff
* Conduct regular toolbox, safety and performance review meetings
* Support training, capability uplift and succession planning
* Maintain strong safety, PPE and WHS standards across the team
* Proactively engage customers to ensure high service satisfaction
* Manage service agreements and support new machine commissioning
* Liaise closely with Sales, Parts and external contractors
* Resolve escalations and customer complaints professionally
* Monitor service profitability, gross margin and cost drivers
* Approve timesheets, work orders and billing accuracy
* Develop service quotes and ensure work meets profitability targets
* Contribute to continuous improvement of service processes
Key Requirements
* Trade qualified (Mechanical – AU/NZ recognised)
* 5+ years' experience in a Service Supervisor or Service Manager role
* Strong background in heavy machinery service environments
* Proven ability to lead, coach and develop technical teams
* Solid commercial awareness and understanding of service cost drivers
* Confident communicator with strong customer and stakeholder skills
* Comfortable working under pressure and to deadlines
* Current driver's licence
* Experience with OEM machinery is highly regarded
If you are an experienced Service Manager with a passion for customer service and technical excellence, submit your CV via theAPPLYbutton, or for a confidential discussion call Bianca on or email (emailprotected) partnering with Robar Recruitment
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