Service Manager

Source Machinery is a well-respected, Western Australian company based in Kewdale, Perth. We specialise in selling, servicing and repairing / rebuilding construction, mining and agricultural machinery and equipment. We provide both on-site and in-house technical support, service and parts back up. The Company was founded 14 years ago and has grown significantly over this time. We are official dealers of Merlo Telehandlers, Kubota Construction and Power Equipment. We are a family-owned business, and we have an excellent reputation in our industry. We are the winners of the Frank Trefilo Memorial Award from Merlo Group Australia In recognition of outstanding achievement in machine sales, parts sales and the model administration of warranty and manufacturer process with "our dedication to the Merlo brand and commitment to administrative excellence" being recognised. To find out more about us, please go to or find us on Facebook, LinkedIn or Instagram. About the Role We're looking for an experienced Service Manager to lead our busy Service Department, ensuring smooth workshop flow while delivering exceptional customer service. Reporting to the Managing Director, and working closely with the Service Co-Ordinate (Admin) and Leading Hand, you will be managing workshop staff / workflow, supporting customers and ensuring that every machine leaves the workshop to a standard we're proud of. Key Responsibilities Responsibility for the efficient, day-to-day operation of the workshop, including but not limited to : Workflow, Scheduling and Operations Allocate jobs and manage workshop capacity, both in house and on-road mechanics Liaise with technicians to ensure efficient job progress and that repairs are completed on-time and to a high standard Manage workshop productivity, identifying shortfalls in performance and addressing these concerns as required Review / approve job cards before customers are invoiced Customer support : provide over-the-phone technical support to customers, provide quotes, manage customer expectations, provide feedback on work completed / further work required, address queries, resolve disputes and promote customer retention and the Source Machinery brand Liaise with the Sales Department in relation to new machines and our Parts Department and external suppliers as required Monitor usage of parts / consumables Ensure accurate and timely processing of warranty claims Maintain workshop safety ensuring a clean, safe and tidy work environment at all times, managing OH&S related issues in the workshop and ensuring compliance with the Work Health & Safety Management Plan Ensure accurate documentation and compliance with internal procedures Leadership and Team Support: Lead, support, and coach the Service team whilst encouraging a positive, respectful workshop culture Drive continuous improvement in systems and processes Communicate daily targets and expectations Lead toolbox meetings and maintain housekeeping expectations Assist technicians with information, customer notes, and job clarity Manage Service Department staff including reviewing / approving timesheets, leave requests, training requirements and expense claims Recruitment of Service Department staff as required About You The successful candidate will be a qualified Heavy Diesel Mechanic with excellent organisation and workflow management skills and attention to detail. Essential Skills and Attributes Experience in a similar Service Manager or Senior Service Advisor role Self-motivated leader with a positive 'can do' attitude Ability to balance workflow, customer satisfaction and the goals of the business A clear and confident communicator (both oral and written) Enjoys solving problems and looking after customers Solid understanding of mobile plant servicing with Excellent diagnostic and troubleshooting skills Ability to remain calm under pressure Professional and friendly attitude Track record of taking initiative and process improvement Strong computer and admin skills Australian work rights are required for this position Experience with mobile plant such as telehandlers, excavators, skid steers, etc. This is a salaried position and remuneration package will be commensurate with qualifications and experience. How to Apply Please follow the link to apply today and be sure to include your Cover Letter and Resume. Source Machinery would like to thank you for submitting your application. #J-18808-Ljbffr