Commercial Downtime & Safety Controller

ABOUT US
At Custom Fleet we've been using our smarts to make the complex simple for over 40 years. It's the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.

When you join Custom Fleet, you're joining a business that is Going Places. With Us, what you do and who you are matter. Being part of our diverse crew means you'll feel welcome, empowered, and have lots of fun celebrating our success (and that sure does feel good!). We are a crew of accountable go-getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business, and for each other. Whilst winning isn't everything, we are proud of our success and love it when we reach the #1 spot.

ABOUT THE ROLE
As a Commercial Downtime & Safety Controller, you will play a critical role in keeping our customers' commercial vehicles moving safely and efficiently. You will take ownership of the end-to-end management of commercial vehicles that are off the road for more than one day, whether due to scheduled maintenance, unexpected repairs, or notified safety concerns.

You will work closely with repairers, suppliers, customers, drivers, and internal stakeholders to minimise downtime, identify root causes, and ensure vehicles return to service as quickly and cost-effectively as possible. Acting as the voice of the customer, you'll proactively manage issues, coordinate alternative solutions when required, and help drive continuous improvement across downtime processes and reporting.

Essential Duties

• Define and record the key downtime cause or repair requirement for every commercial vehicle incident.

• Identify return-to-road timeframes and explore opportunities to reduce downtime through alternative solutions.

• Conduct timely follow-ups on all commercial assets in downtime and track progress against agreed timeframes.

• Escalate roadblocks and issues promptly while advocating for the best customer outcome.

• Communicate proactively with customers and drivers when repairs are delayed beyond expectations.

• Partner with the Commercial In-Life team to manage and track body builds that are off the road.

• Ensure Chain of Responsibility (CoR) and safety requirements remain the priority for every vehicle.

• Coordinate relief vehicles where downtime extends beyond agreed expectations.

• Build strong relationships with external suppliers and repairers to minimise downtime and improve service delivery.

• Complete any additional duties as required.

Other Duties

• Manage customer-specific downtime processes and support future automation initiatives.

• Monitor and manage downtime safety reporting and identify opportunities for process improvement.

• Maintain backstop reporting to ensure all downtime incidents are captured accurately.

• Contribute to the development of downtime reporting and customer dashboards.

• Support implementation of new downtime processes and technology solutions including Auto Guru.

• Assist with process mapping, policy development, and documentation.

Education & Experience

Essential

• Industry fleet operations experience.

• Customer service or client account management experience.

Other

• Understanding of Chain of Responsibility (CoR) is preferred.

• Motor Vehicle Certificate, trade qualification, or mechanical background is highly regarded.

ABOUT YOU – Essential

• Strong mechanical knowledge or understanding, particularly within Light Commercial and Heavy Vehicle environments.

• Customer-focused with the ability to balance commercial outcomes and customer needs.

• Highly organised with exceptional attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong communication skills, both written and verbal.

• Proven analytical and problem-solving capability.

• Ability to build effective relationships with suppliers, customers, and internal stakeholders.

• Strong process orientation and ability to manage multiple steps across complex workflows.

ABOUT YOU – Other

• Proficiency in Microsoft Office applications including Word, Excel, and PowerPoint.

• Experience within fleet management, heavy vehicles, transport, or maintenance operations is advantageous.

FOR YOU

We offer industry leading 'Custom Perks' including:

• Annual performance bonus
• Take 5 program - potential to earn an extra week of annual leave
• Collaborative Hybrid work environment - 3 days in office
• Gender-neutral Parental Leave - 12 weeks paid entitlement
• Company funded social events
• Dress for your day policy
• Employee discounts
• Intersection - our Diversity Network
• Cultural Leave swap
• Ongoing investment in your growth including access to our digital learning platform - Degreed
• Reward and recognition programs
• Volunteer and community engagement opportunities
• Wellbeing leave

HOW TO APPLY
Please submit your resume and cover letter by clicking 'Apply Now'.

At Custom Fleet we are committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.

NEXT STEPS
Should you progress to the following stage, Spark Hire will contact you via email with instructions to complete a one-way video interview.

OUR DIVERSE CREW
Research shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you're not sure you tick every single criteria box, but have the passion to get behind our Values, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team and love hearing from people like you!

Unlawful Conduct Commitment
Custom Fleet is dedicated to maintaining a culture of respect where there is zero-tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.

Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.resumes.