National Service Manager

Ecogenica; City of Melbourne; Presencial; AUD 140 000 - 200 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Company phone

Laptop

Office-based role

Resumo da oferta

Econova seeks a National Service Manager to lead nationwide field technician networks, manage post-installation issues, and recover costs from subcontractor workmanship.

You will report to the Head of Technical Operations, coordinate with offshore support, regulators, manufacturers, and wholesale partners while maintaining premium customer service.

This executive role involves scheduling, escalation handling, quality compliance, and collaboration with accounts for reporting and invoicing.

Qualificações

• Proven plumbing trade experience is essential.
• Heat pump suitability screening, HVAC knowledge, or related tech is highly regarded.
• Experience leading distributed teams of field technicians and subcontractors.
• Proficiency with Freshdesk and stock management software is expected.
• Strong negotiation, cost control, and SLA enforcement skills.
• Knowledge of Australian regulatory compliance is important.

Responsabilidades

• Lead day-to-day operations, performance, and scheduling of nationwide field technician and subcontractor networks.
• Serve as senior escalation point for technical phone diagnosis and heat pump feasibility guidance.
• Manage escalated customer, vendor, and multi-state wholesale complaints to maintain premium customer satisfaction.
• Oversee national quality compliance workflows, manufacturer fault reporting loops, and update product manuals.
• Coordinate stock ordering, forecast spare parts, and collaborate with accounts on reporting and invoicing.

Conhecimentos

Plumbing trade experience

Heat pump/HVAC knowledge

Leadership of dispersed technicians

Regulatory/compliance awareness

Negotiation skills

Ferramentas

Freshdesk

Stock management software

Descrição da oferta de emprego

As the National Service Manager, you will hold a critical leadership position. Your primary mandate is to ensure all post-installation issues are managed effectively, premium customer service is maintained across our phone and field channels, and costs resulting from sub-contractor workmanship are strictly recovered. Directly reporting to the Head of Technical Operations, you will oversee nationwide field technician teams, coordinate closely with our offshore support team, and manage crucial relationships with regulators, manufacturers, and wholesale partners.

Key responsibilities

Lead the day-to-day operations, performance, and scheduling of our nationwide field technician and subcontractor networks.

Serve as the senior escalation point for technical phone diagnosis, offering expert plumbing trade advice and heat pump feasibility guidance.

Manage escalated customer, vendor, and multi-state wholesale aggregation complaints to maintain premium customer satisfaction.

Oversee national quality compliance workflows, manage direct manufacturer fault reporting loops, and update product manuals.

Coordinate stock ordering, forecast spare parts, and collaborate with the accounts team on departmental reporting and invoicing.

About you

Proven plumbing trade experience is essential.

Strong background in heat pump suitability screening, technical plumbing advisory, or HVAC technologies is highly regarded.

Demonstrated experience leading, motivating, and coaching distributed networks of field service technicians and third-party subcontractors.

Proficiency with modern customer service ticketing systems (Freshdesk preferred) and inventory/stock applications.

Strong negotiation and analytical skills with a proven track record of managing department costs, hitting tight resolution timelines, and enforcing strict SLAs.

Sound judgment in dealing with Australian regulatory compliance, consumer affairs, or trade licensing bodies.

About us

Econova is a leading provider of innovative environmental and energy solutions across Australia. We pride ourselves on delivering high-quality products and an exceptional end-to-end customer experience.

Executive Exposure: A high-impact role with a direct reporting line to Executive Leadership.

Competitive base salary, plus company phone and laptop

Office and site-based role , managing a diverse national footprint directly from our headquarters.