Service Manager

Job Objective:

The Service Manager is responsible for leading and executing the operational service strategy for the Branch, ensuring outstanding service delivery to CAPS Australia’s customers. This role plays a critical part in driving revenue through effective resource management, service quality, labour optimisation, and a strong customer service focus.

The Service Manager oversees a technically skilled team providing service, maintenance, and repairs on a diverse range of industrial compressed air and power generation equipment. This role ensures the service team is well-resourced, competent, safe, and aligned with CAPS’ performance and compliance standards.

Duties and Responsibilities:

Operational Leadership

• Execute the branch service plan and drive team performance to meet service targets.

• Assign technical resources effectively to match workload and customer demand.

• Forecast workflow and proactively adjust plans to optimise labour recovery.

• People management

• Lead and coach a team of service professionals to maintain high levels of technical competency and customer service.

• Conduct performance reviews, provide regular feedback, and develop individual capability through mentoring and training.

• Support recruitment and onboarding of service staff in partnership with HR, ensuring alignment with business needs.

Customer Engagement

• Actively engage with customers through site visits, meetings, and communications to maintain service quality and build strong relationships.

• Prepare timely and accurate service quotes tailored to customer requirements.

• Ensure service delivery aligns with customer expectations and company standards.

Compliance & Safety

• Ensure all service operations comply with OH&S legislation, company safety policies, and environmental regulations.

• Lead and promote a safety-first culture, including daily pre-starts, toolbox talks, and targeted safety initiatives.

• Maintain safe and clean workshop facilities and ensure service vehicles are fully operational and compliant.

Collaboration

• Work closely with the Branch Manager, Sales team, and Product Managers to align service delivery with business development and product strategies.

• Support product rollouts by communicating recommended service plans and technical knowledge to the technician team.

• Work closely with the Branch Manager, Sales team, and Product Managers to align service delivery with business development and product strategies.

Continuous Improvement

• Drive service quality improvements through process optimisation, skill development, and best-practice standards.

• Monitor service performance data and implement corrective actions where needed.

• All other duties as and when requested that are within your skills and abilities
  

Qualifications, Experience, Knowledge, Skills, and Abilities: 

• Team Leadership: Builds trust, empowers others, and leads by example.

• Results-Oriented: Sets clear goals and drives accountability to achieve targets.

• Customer Focused: Proactively seeks to understand and deliver on customer needs.

• Initiative: Anticipates challenges, develops solutions, and takes decisive action.

• Accountability: Holds self and others to high standards of performance and conduct.