Senior Technical Service Manager – Field & Workshop

STG Global; Greater Dandenong; On-site; AUD 120,000 - 160,000; Full time

Job summary

STG Global, based in Dandenong, seeks a Technical Service Manager to lead the Service and After-Sales function across repairs, maintenance, warranty, field service and customer support. The role drives exceptional customer experience, service quality, efficiency and strong financial performance while ensuring WHS and ISO standards compliance.

Reporting to senior leadership, you will collaborate with Service, Engineering and Production to drive continuous improvement, strengthen team capability

Qualifications

• Must have proven leadership and people management experience.
• Strong communication and stakeholder management skills.
• Proactive problem solving and continuous improvement mindset.
• Solid understanding of WHS and quality/compliance requirements.
• Commercial acumen with budget management and profitability focus.

Responsibilities

• Oversee workshop and field service operations, including breakdowns, preventative maintenance and warranty management.
• Ensure efficient scheduling, resource allocation, job completion and consistent service quality.
• Manage third-party service providers and subcontractors to ensure timely, high-quality service delivery.
• Lead, coach and develop service teams with safety and continuous improvement at the forefront.
• Manage customer escalations and complex technical issues to maintain high customer satisfaction.
• Oversee budgets, labour utilization, cost control, profitability, warranty recovery and KPIs.
• Ensure compliance with WHS legislation, ISO standards and quality requirements.
• Maintain accurate service records and documentation.
• Identify opportunities to improve service processes, systems, efficiency and customer outcomes.
• Investigate recurring faults and warranty trends with Engineering/Production to implement improvements.

Job description

STG Global, based in Dandenong, seeks a Technical Service Manager to lead the Service and After-Sales function across repairs, maintenance, warranty, field service and customer support. The role drives exceptional customer experience, service quality, efficiency and strong financial performance while ensuring WHS and ISO standards compliance.

Reporting to senior leadership, you will collaborate with Service, Engineering and Production to drive continuous improvement, strengthen team capability