National Service Manager

Rheem Company; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible hybrid working arrangements

Discounts on Rheem products

Salary sacrificing options

Subsidised Canteen & Free on-site park

On-site parking at Rydalmere office

Job summary

Rheem invites applications for National Service Manager in Sydney region to lead Rheem's National Field Service, Technical Support and Spare Parts with 60+ staff. The role blends operational leadership with strategic transformation across HVAC, plumbing and electrical service environments.

You will drive customer focus, safety and financial performance while shaping a modern service organisation and leveraging digital platforms to improve service levels and brand reputation.

Qualifications

• Degree in engineering, business, commerce or related.
• Extensive leadership and operations experience in service.
• Ability to lead dispersed teams and drive transformation.
• Strong strategic, analytical and commercial capabilities.
• Proven track record of improving operational performance.

Responsibilities

• Lead Rheem's National Field Service, Technical Support and Spare Parts functions.
• Own service performance, safety, cost and P&L outcomes.
• Shape long-term service strategy and operating model.
• Drive service transformation via digital tech and data.
• Develop capability and succession across national teams.
• Build strong relationships with technicians, contractors and customers.
• Ensure compliance and best-practice service delivery.

Skills

Leadership

Operations management

Strategic thinking

People leadership

Commercial acumen

Education

Engineering degree

Business/Commerce degree

Tools

SAP FSM

Job description

National Service Manager

Service | Rydalmere, NSW Closing date: 06/12/2026

About us

Rheem is a global manufacturer of heating, cooling and water heating equipment, we’re innovating new ways to deliver a great customer experience while saving energy, water and supporting a more sustainable future.

At Rheem, we believe that great work begins with great values. We listen to understand, contribute respectfully, think creatively and act with responsibility. These principles guide everything we do, and we’re looking for people who share them.

Join Rheem and help shape the future of products that impact people's lives every day!

Why work for us

• Work with an iconic Australian brand, market leader and local manufacturer
• Opportunity to lead and transform a strategically important national function
• Significant exposure across the boarder Rheem Business and a member of the Sales & Marketing Leadership Team
• Great team environment
• Flexible hybrid working arrangements
• Discounts on our products for you, your friends and family
• Retail benefits and discounts
• Salary sacrificing options
• Subsidised Canteen & Free on-site parking at our Rydalmere office

The role

As National Service Manager, you will lead Rheem's National Field Service, Technical Support and Spare Parts functions with responsibility for more than sixty employees.

This is more than a traditional technical service leadership role.

Reporting to the Group General Manager - Sales & Marketing, you will be responsible for both running today’s service organisation and shaping the service organisational of the future, combining strong operational leadership with strategic thinking, customer focus and business transformation.

You will lead an experienced, technically skilled workforce operating across plumbing, water heating, electrical and HVAC environments. You do not need to be the most technically qualified person in the room. You will, however, need curiosity and learning agility to quickly understand a complex technical environment, earn the respect of experienced trade professionals and make sound decisions with their expertise.

You will use customer insight, data, technology and process improvement to lift service performance, strengthen capability and accountability, and identify opportunities for Technical Service to contribute more broadly to customer loyalty, brand reputation and profitable growth.

For an ambitious and high-potential leader, the role also provides exposure to a broad range of commercial, customer, product and operational challenges across the Rheem business.

Key Responsibilities

• Lead and develop Rheem's National Field Service, Technical Support and Spare Parts functions, creating a high-performance, customer-focused culture.
• Take ownership of service performance, productivity, customer satisfaction, safety, cost and P&L outcomes.
• Shape and execute Rheem's longer-term service strategy and operating model, balancing immediate operational performance with future capability.
• Lead the continued transformation of service through digital technology, data, automation, field service management systems and process improvement.
• Identify and address the root causes of service and warranty demand, working collaboratively across Product, Quality, Manufacturing, Sales, Marketing and other functions.
• Build organisational and technical capability through strong leadership, talent development, coaching and succession planning.
• Champion safety, compliance and best-practice service delivery across employees and service partners.
• Develop meaningful performance measures and use operational and customer data to identify opportunities for improved service, productivity and customer experience.
• Lead the national Spare Parts function to grow sales, improve profitability, availability and the customer experience.
• Manage complex customer and operational issues with sound commercial judgement.
• Build strong relationships with technicians, plumbers, contractors, customers and other stakeholders across the business.
• Challenge established ways of working and develop new approaches that improve customer outcomes and create sustainable competitive advantage.

About You

You are an accomplished and operational leader who combines operational discipline with strategic thinking and strong people leadership.

What matters most is your ability to learn quickly, lead experienced people, solve complex problems and translate strategy into operational results.

To succeed in this role, you will bring:

• A relevant university degree, with engineering, business, commerce, operations or related disciplines particularly relevant.
• Extensive experience in leadership, operations, service, field service or another relevant customer-facing operational environment.
• Demonstrated ability to lead and develop geographically dispersed teams and frontline leaders.
• Strong strategic and analytical capability, coupled with the ability to remain close to operational execution.
• Strong commercial acumen and experience managing financial performance and operational trade-offs.
• A track record of materially improving operational performance and leading organisational or business transformation.
• High learning agility and intellectual curiosity, with the ability to quickly understand unfamiliar technical products, systems and business problems.
• Strong customer orientation and an understanding of how service experience contributes to customer loyalty and brand reputation.
• The confidence and humility to lead experienced technical professionals without needing to possess greater technical expertise than they do.
• Strong stakeholder management, communication and influencing capability, including the ability to operate effectively from frontline teams through to senior executives.
• Strong safety leadership and an understanding of WHS responsibilities.
• Experience using technology, data and digital platforms to transform operational performance.

Experience within plumbing, water, hot water or associated service environments will be particularly well regarded, followed by experience in HVAC, electrical, refrigeration, building services or other complex technical-service environments.

Experience with field service management platforms such as SAP FSM will also be advantageous.

A plumbing, electrical or HVAC trade qualification is not essential for this position. Rheem already has significant technical expertise within the organisation. We are looking for a leader who can bring the best from that expertise while building an increasingly customer-focused, commercial and high-performing service organisation.

#LI-DS1