Service Manager

Omnia Technologies Pacific; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Omnia Technologies Pacific is seeking a senior leader to head national Service, Spare Parts, and Warehouse operations across Australia. You will guide field technicians, coordinators, and inventory teams to deliver exceptional service and support strategic growth.

The role focuses on developing service strategies, improving efficiency, and maintaining strong relationships with key customers while ensuring safety, compliance, and profitability across all brands within the Omnia Technologies Group.

Responsibilities

• Lead and manage the Service Department, overseeing field technicians, service coordinators, spare parts personnel, and warehouse operations.
• Develop and execute service strategies that improve customer satisfaction, service efficiency, profitability, and response times.
• Manage the national technician team, including scheduling, performance management, training, mentoring, and resource allocation.
• Oversee spare parts operations, ensuring inventory levels, procurement activities, and order fulfilment support customer requirements and business objectives.
• Drive warehouse performance, maintaining safe, efficient, and accurate inventory control processes.
• Work closely with Project Managers and Operations Managers to coordinate equipment installations, commissioning activities, shutdowns, upgrades, and customer support requirements.
• Maintain strong relationships with key customers, providing leadership during complex service issues and ensuring timely resolution.
• Monitor service KPIs, including technician utilisation, response times, warranty costs, spare parts performance, and customer satisfaction metrics.
• Support the preparation of service quotations, maintenance agreements, and upgrade proposals.
• Promote a strong safety culture and ensure compliance with company policies, industry standards, and workplace regulations.

Job description

A senior leadership role responsible for leading national Service, Spare Parts, and Warehouse operations for a leading supplier of beverage processing and packaging technology. You will ensure exceptional customer support across all brands within the Omnia Technologies Group while driving operational performance, customer satisfaction, and business growth.

Key responsibilities

Lead and manage the Service Department, overseeing field technicians, service coordinators, spare parts personnel, and warehouse operations.

Develop and execute service strategies that improve customer satisfaction, service efficiency, profitability, and response times.

Manage the national technician team, including scheduling, performance management, training, mentoring, and resource allocation.

Oversee spare parts operations, ensuring inventory levels, procurement activities, and order fulfilment support customer requirements and business objectives.

Drive warehouse performance, maintaining safe, efficient, and accurate inventory control processes.

Work closely with Project Managers and Operations Managers to coordinate equipment installations, commissioning activities, shutdowns, upgrades, and customer support requirements.

Maintain strong relationships with key customers, providing leadership during complex service issues and ensuring timely resolution.

Monitor service KPIs, including technician utilisation, response times, warranty costs, spare parts performance, and customer satisfaction metrics.

Support the preparation of service quotations, maintenance agreements, and upgrade proposals.

Promote a strong safety culture and ensure compliance with company policies, industry standards, and workplace regulations.

About you

Proven experience in a Service Manager, Service Supervisor, Operations Manager, or Technical Leadership role.

Strong background within the wine, beverage, food processing, packaging, manufacturing, or industrial equipment sectors.

Demonstrated success leading multi-disciplinary teams including field service technicians, spare parts personnel, and warehouse staff.

Strong mechanical and/or electrical aptitude with the ability to understand complex process and packaging equipment.

Experience managing service delivery, resource planning, inventory control, and customer relationships.

Commercially minded with the ability to balance customer expectations, operational requirements, and profitability.

Excellent leadership, communication, and organisational skills.

Strong problem-solving capabilities and the ability to make decisions in a fast-paced environment.

Experience with ERP systems, service management software, and Microsoft Office applications.

Current Driver's Licence and willingness to travel occasionally to customer sites and interstate operations.

About us

A leading supplier of processing and packaging technology across wine and beverage end markets, our company partners with Australia's wineries and beverage producers to deliver high-performance processing, packaging, automation, and service solutions.

A key leadership role with the ability to shape processes, drive improvement initiatives, and make a lasting impact on the business.

Ongoing professional development and training.

Supportive team culture with long-term career growth opportunities.