Service Manager

Moffat Pty Ltd; City of Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Moffat Group is seeking an experienced Service Manager to lead our service operations, drive outcomes for customers and technicians, and grow a profitable service function.

The role reports to the National Service Manager, overseeing technicians, subcontractors, scheduling and compliance while collaborating with Sales, Customer Service and Operations.

Qualifications

• Proven experience managing a service, field service or technical operations team.
• Strong people leadership, coaching and performance management.
• Excellent customer service and relationship management capabilities.
• Strong commercial awareness and an understanding of service profitability.

Responsibilities

• Lead, coach and develop the service team to achieve high standards of performance and customer service.
• Coordinate technicians and subcontractors to maximise service delivery and minimise response times.
• Ensure the service team is appropriately resourced to complete jobs efficiently and on time.
• Build and maintain strong relationships with customers, technicians, subcontractors and internal stakeholders.
• Resolve customer and operational issues quickly and effectively.
• Identify and pursue new service business opportunities to increase revenue and profitability.
• Work closely with Sales to support equipment sales, installations and ongoing customer relationships.
• Improve first-time fix rates and reduce service inefficiencies.
• Manage the subcontractor network, including performance, compliance and documentation.
• Oversee service quotations, estimates, warranty approvals, timesheets, expenses and invoicing queries.
• Manage active service orders and ensure jobs are progressed and closed within required timeframes.
• Prepare monthly service reports and provide accurate and timely management information.
• Manage RDO and on-call rosters.
• Maintain strong WHS and regulatory compliance across the service operation.
• Drive continuous improvement across service processes, systems and administration.

Skills

Service management

Team leadership

Customer service

Commercial awareness

Job description

Moffat Group is seeking an experienced and commercially focused Service Manager to lead our service operations and drive exceptional outcomes for our customers, technicians and business.

This is a hands-on leadership role for someone who thrives on improving service delivery, developing people, solving problems and identifying opportunities to grow a profitable service business.

About the role

Reporting to the National Service Manager, you will be responsible for the effective day-to-day management of the service function, including technicians, subcontractors, scheduling, customer service, administration and compliance.

You will work closely with Sales, Customer Service, Warehouse and Management to ensure our customers receive timely, professional and effective service.

Key responsibilities

Lead, coach and develop the service team to achieve high standards of performance and customer service.

Coordinate technicians and subcontractors to maximise service delivery and minimise response times.

Ensure the service team is appropriately resourced to complete jobs efficiently and on time.

Build and maintain strong relationships with customers, technicians, subcontractors and internal stakeholders.

Resolve customer and operational issues quickly and effectively.

Identify and pursue new service business opportunities to increase revenue and profitability.

Work closely with Sales to support equipment sales, installations and ongoing customer relationships.

Improve first-time fix rates and reduce service inefficiencies.

Manage the subcontractor network, including performance, compliance and documentation.

Oversee service quotations, estimates, warranty approvals, timesheets, expenses and invoicing queries.

Manage active service orders and ensure jobs are progressed and closed within required timeframes.

Prepare monthly service reports and provide accurate and timely management information.

Manage RDO and on-call rosters.

Maintain strong WHS and regulatory compliance across the service operation.

Drive continuous improvement across service processes, systems and administration.

About you

We are looking for a confident and capable service leader who brings:

Proven experience managing a service, field service or technical operations team.

Strong people leadership, coaching and performance management skills.

Excellent customer service and relationship management capabilities.

Strong commercial awareness and an understanding of service profitability.

Excellent communication and problem-solving skills.

The ability to manage competing priorities in a fast-paced environment.

Strong organisational and administrative skills with excellent attention to detail.

A proactive, adaptable and flexible approach.

The resilience and tenacity to see issues through to resolution.

The ability to work collaboratively across Sales, Operations and other business functions.

A strong commitment to workplace health, safety and compliance.

Experience within the commercial catering equipment, engineering, electrical, mechanical or broader technical service industry will be highly regarded.

What success looks like

In this role, success will be measured through:

High levels of internal and external customer satisfaction.

Improved service response times and first-time fix rates.

Strong technician productivity and recoverable time.

Growth in service revenue and profitability.

Achievement of service budgets and targets.

Effective management of active orders and warranty processes.

Strong team engagement and performance.

Accurate, timely reporting and administration.

High standards of WHS and compliance.

This is an opportunity to take ownership of a key operational function within an established business and make a genuine impact.

You will have the opportunity to lead a capable team, strengthen customer relationships, improve service performance and contribute directly to business growth and profitability.

If you are a commercially minded service leader who enjoys creating structure, developing people and delivering results, we would like to hear from you.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How many years' experience do you have as a service manager?
• How much notice are you required to give your current employer?
• Have you worked in a role which requires a sound understanding of Work Health & Safety Standards?