Group Service Manager – Queensland
Join the CEA team as a Group Service Manager and take ownership of all aspects of our Service Department in Queensland. This role is key to coordinating operations, ensuring quality, controlling costs, and delivering outstanding service to our customers.
You will also work closely with the State Management team and other Group Service Managers to drive continuous improvement and identify new business opportunities.
Key Responsibilities
* Develop and implement strategies to grow and improve the service department.
* Ensure Service Level Agreements (SLAs) are consistently met.
* Support the Accounts Department by resolving customer enquiries or disputes arising from debt collection.
* Ensure compliance with service procedures and company policies.
* Manage service personnel, ensuring efficient allocation of labour and resources.
* Identify training needs and coordinate technical training with the National Technical Trainer.
* Oversee the financial performance of the service department.
* Maintain strong customer relationships and act as the key liaison.
* Manage Work in Progress (WIP) in line with company policy.
* Provide daily reports on sales revenue and gross profit to the State General Manager and National After Sales Manager.
* Prepare and submit quotations for used equipment repairs.
* Conduct field service visits to assess the quality of work by technicians.
* Ensure administration tasks are completed on time by the Service Administrators.
* Ensure compliance with OH&S requirements and contribute to workplace safety initiatives.
* Identify recruitment needs and coordinate with the State Manager and HR for successful hiring.
What We're Looking For
* Minimum 5 years of management experience in a similar industry.
* Strong people management skills with a focus on customer satisfaction.
* Clear understanding of department profit and loss responsibilities.
* Excellent time management and organisational skills.
* Ability to develop and present growth and development plans.
* Trade background or trade qualification preferred.
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