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Are you an experienced software support leader with a strong background in the residential construction industry? Do you have a passion for empowering a team, driving operational excellence, and ensuring technology is used to its full potential? G.J. Gardner Homes, Australia's leading home builder, is seeking a proactive Franchise System Support & Training Manager to lead our team and drive system adoption across our national network.
About Us
At G.J. Gardner Homes, we're more than just a construction company – we're a Gardner family owned business, led by the second generation of Gardners, with family permeating throughout the business. Our network of locally owned and operated Franchise Owners are fundamentally running small family businesses themselves. We pride ourselves on “the G.J. way,” where Australians benefit from our local knowledge, how we listen to their needs, provide honest advice and pricing, and offer the flexibility to personalise and shape our homes around them.
The Role
As our Franchise System Support & Training Manager, you will be the key link between our technology and our Franchise Owners, balancing hands-on technical support with team leadership. You will lead a dedicated team to provide exceptional support and training for our proprietary construction management software, G.J. Software, and other applications. Your goal is to ensure our franchises are empowered to maximise efficiency, drive growth, and maintain operational excellence.
Your core responsibilities will include:
- Leading, mentoring, and developing the Franchise System Support & Training team, focusing on performance and service delivery.
- Serving as the primary escalation point for complex technical issues and collaborating with development teams to find solutions.
- Overseeing our support channels, managing ticket performance, and ensuring the timely resolution of all issues.
- Owning the User Acceptance Testing (UAT) process for new software releases, ensuring a high-quality product.
- Driving the creation and delivery of training programmes that embed best practices and strategic system use.
- Proactively monitoring system usage to ensure correct adoption and intervene to correct poor processes.
- Utilising business data to ensure our systems are used to drive better business outcomes across the network.
- This role is based in our Franchisor office in Birtinya on the Sunshine Coast, offering a hybrid working model (2 days in office, 3 days WFH).
What We Offer
- Full-time position with a competitive salary.
- Supportive and collaborative team environment.
- Comprehensive training and ongoing career development.
- Opportunity to build a rewarding career within a leading national brand.
- Hybrid working model for work-life balance.
About You
- Proven Leadership: At least 3 years of proven experience managing a team, ideally a software support team, with a track record of driving performance and fostering continuous improvement.
- Industry Expertise: You have proven experience in the residential construction industry, ideally with a background in estimating and/or scheduling, either by working directly for a construction company or by supporting the industry while at a software company.
- Technical Acumen: You possess a strong technical aptitude with a passion for software.
- Problem-Solving Skills: You have exceptional analytical and problem-solving skills, with the ability to manage multiple priorities under pressure.
- Exceptional Communicator: You are articulate and can explain complex technical concepts clearly to a non-technical audience.
- Collaborative Mindset: You are a natural team player with a passion for empowering others to succeed.
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📌 Franchise System Support & Training Manager
🏢 G.J. Gardner Homes
📍 Sunshine Coast Regional