We are an industry leader in healthcare, recognized for our commitment to quality and innovation in service solutions. Our team provides exceptional service to clients nationwide, and we are seeking an experienced and dynamic National Service Manager to oversee our Brisbane-based service team, as well as technicians across Melbourne, Gold Coast, Brisbane, Townsville, and Cairns.
The Role:
As the National Service Manager, you will have a high-impact role leading and optimizing the performance of our Service Department across the country. You’ll manage a team of service professionals and a network of technicians in multiple locations, ensuring the delivery of top-quality service and operational excellence. This is an exciting opportunity for a strong leader with a technical background who is driven by customer satisfaction and team success.
Key Responsibilities:
* Strategic Leadership: Develop and execute a nationwide vision for the Service Department, aligned with organizational goals. Lead initiatives to enhance service quality, operational efficiency, and customer satisfaction. Provide strategic insights in executive meetings, driving decisions and improvements.
* Customer Service Excellence: Refine and oversee the customer service strategy to ensure timely, professional support across all regions. Address escalated issues, monitor KPIs, and ensure compliance with ISO 9001 standards.
* Technical and Operational Management: Provide high-level technical expertise in troubleshooting and managing technician schedules across multiple locations. Oversee inventory management to ensure uninterrupted service delivery.
* Team Leadership and Development: Lead and develop the Brisbane-based and offshore service teams. Oversee recruitment, onboarding, and training, conduct performance evaluations, and foster a collaborative, motivated team environment.
* Performance and Process Improvement: Implement best practices and continuous improvement strategies. Analyze and report on team performance metrics, collaborating across departments to optimize service processes and outcomes.
* Stakeholder Collaboration: Collaborate with senior management, sales, and marketing to support sales initiatives and customer engagement. Build relationships with external suppliers and stakeholders to ensure consistent service quality across all regions.
About You:
To thrive in this role, you’ll be a solutions-oriented leader with extensive experience in managing service teams across multiple locations. You bring a solid technical background, strong customer focus, and a proven track record of driving team performance and continuous improvement.
Requirements:
* Trade Qualification, Bachelor’s degree in Engineering, Management, or a related field.
* Proven experience in a senior supervisory or management role within a service-focused industry.
* Demonstrated success managing dispersed teams with strong leadership and communication skills.
* Expertise in equipment maintenance, troubleshooting, and repair processes.
* Proficiency in CRM and service management software.
* Familiarity with ISO 9001 standards.
* Excellent problem-solving, organizational, and strategic thinking abilities.
Why Join Us?
* Lead a national team and make a significant impact across multiple regions.
* Work with a company committed to quality, innovation, and customer satisfaction.
* Competitive salary and benefits package.
* Based in Brisbane with a role that offers substantial leadership and growth potential.
* Enjoy the work-life balance of a 9-day fortnight, giving you an extra day off every second week.
If you’re ready to take on a high-impact leadership role and drive service excellence across Australia, apply now to join us as our National Service Manager!
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