Service Manager

Service Manager Position Overview The Service Solutions Manager will lead and coordinate all service-related activities across Australia for a diverse range of heat exchangers and heat transfer process systems. This role combines technical expertise with strong organisational and leadership skills, ensuring all service works are executed to the highest standard, safely, efficiently, on time and within budget while maintaining exceptional customer satisfaction. Key Responsibilities Service Management & Operations Plan, organise, and oversee all field service operations related to heat exchanger maintenance, cleaning, refurbishment, and repair. Coordinate and schedule site visits for inspections, maintenance and emergency service work as required. Manage all aspects of service works and execution, from initial planning through to completion, sign off by the customer and documentation. Ensure all projects are completed to the highest standard, safely, on time, within scope and on budget. Technical Oversight Provide expert technical advice and troubleshooting on heat exchangers and heat exchanger systems. Ensure all service work meets technical specifications, manufacturer recommendations and quality standards. Liaise with the engineering and production teams to support complex or custom service requirements. Oversee and approve technical documentation including service reports, test results and equipment condition assessments. Client & Supplier Liaison Act as the primary point of contact for customers on service matters. Prepare and issue quotations including scope of work, materials and cost estimates. Maintain strong relationships with clients to ensure a high level of satisfaction and repeat business. Coordinate with suppliers and subcontractors for parts procurement, outsourced services and logistics support. Financial & Performance Management Manage service budgets, cost control and profit margins against KPIs. Track and report on service performance, efficiency and customer satisfaction metrics. Identify opportunities for process improvement and revenue growth within the service department. Team Leadership Supervise, train and support service technicians and coordinators both internally and with external contractors. Ensure compliance with company policies, safety procedures and industry regulations. Foster a culture of accountability, safety and continuous improvement. Factory-Based Service Oversight Organise and manage factory-based service works including heat exchanger refurbishment, cleaning, pressure testing and reassembly. Ensure smooth coordination between field service and workshop teams to meet delivery deadlines. Skills & Experience Required Minimum 5–7 years’ experience in service or maintenance management within the heat exchanger or industrial equipment sector. We will also consider an experienced and customer focused service/maintenance technician with a desire to take their career to the next level. Strong understanding of a comprehensive range of heat exchanger types including plate, tubular, scrape surface, finned tube, shell and tube and coil heat exchangers. Proven experience in project coordination, budgeting and customer relationship management. Excellent communication and negotiation skills with clients and suppliers. Strong organisational and multitasking ability in a fast-paced environment. Proficiency in MS Office, ERP or service management software. Technical qualifications in mechanical engineering, maintenance or equivalent (trade or degree level). Personal Attributes Hands-on, technically minded and proactive. Strong leadership and team motivation skills. Detail-oriented with a commitment to quality and safety. Customer-focused with excellent problem-solving skills. Strong organisational and time management skills. Capable of working both autonomously and collaboratively across departments. Reporting to General Manager #J-18808-Ljbffr