Service Manager - GILBERT & ROACH

Suttons; Hexham; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Top-tier pay

Long-term career

Brand leadership

Factory training

Job summary

Gilbert & Roach Newcastle is seeking a high-calibre Service Manager to lead our Hexham regional workshop operations. You will drive throughput, lead a sizable dual-shift team and partner with dealership leadership to align service delivery with growth objectives.

You will champion continuous improvement, manage KPIs and revenue per service agreement while ensuring safety and OEM training compliance across a large regional operation.

Qualifications

• Proven leadership of large workshop teams in a high-volume service environment.
• Experience improving workshop processes to boost throughput and efficiency.
• Strong financial awareness of P&L, warranties, and labor utilization.

Responsibilities

• Review workshop workflows and implement improvements to maximise technician productivity and minimise downtime.
• Partner with dealership leadership to drive strategic objectives and customer experience.
• Lead dual-shift technicians, apprentices and service advisors to build a high-performance culture.
• Manage department P&L, KPIs and revenue growth across service agreements.
• Ensure compliance with WHS, heavy vehicle standards and OEM training.

Skills

Leadership

Team management

Process improvement

Commercial acumen

Industry knowledge

Driver's license

Job description

Are you a strategic aftersales leader with a proven track record of transforming workshop operations? Gilbert & Roach Newcastle is seeking a high-calibre Service Manager to spearhead our large-scale workshop operations at our premier regional facility in Hexham.

Reporting directly to the Dealer Principal, you will take full accountability for driving workshop throughput, fostering a culture of continuous process improvement, and elevating our service delivery. In this role, you will work in close partnership with the dealership leadership team to achieve our strategic objectives, aligning workshop execution with broader business growth to transform our service department into an industry-leading benchmark for customer care. Managing a substantial team across extended weekday shifts (7:30 AM – 10:00 PM), you will turn strategic efficiency goals into daily operational realities.

Key Responsibilities

• Process & Efficiency Optimisation: Critically review current workshop workflows, identify bottlenecks, and implement robust process improvements to maximise technician productivity and minimise customer downtime.
• Strategic Collaboration: Partner effectively with the dealership leadership team to implement operational changes that drive business objectives and elevate the overall customer experience.
• Team Leadership & Culture: Lead, mentor, and manage a large team of dual-shift technicians, apprentices, and service advisors. Build a cohesive, high-performance culture aligned with the P.R.I.D.E. (Professional, Responsive, Innovative, Dependable, Exceptional) values of the Gilbert & Roach group.
• Financial & Operational Performance: Manage the department's P&L, monitor key performance indicators (KPIs), control recovery rates, and drive sustainable revenue growth across service agreements.
• Safety & Compliance: Ensure unwavering adherence to WHS regulations, heavy vehicle compliance, and OEM training standards.

What We Are Looking For

• Proven Leadership: Extensive experience managing large teams within a high-volume automotive or heavy vehicle dealership service department.
• Collaborative Mindset: A strong ability to work alongside a collaborative dealership leadership team to champion unified strategic objectives.
• Change & Process Champion: A demonstrated history of successfully implementing workshop process improvements that measurably enhance efficiency and profitability.
• Commercial Acumen: Strong understanding of service department financials, warranty procedures, and labor utilization metrics.
• Industry Knowledge: Deep familiarity with heavy commercial vehicles (experience with Isuzu, Kenworth, or DAF brands is highly advantageous but not mandatory).
• Licensing: A current, valid Australian Driver’s Licence (Heavy Rigid / Heavy Combination licence is a plus).

What’s on Offer

• Top-Tier Remuneration: Highly competitive base salary + superannuation + performance-based incentives + fully maintained company vehicle.
• Stability & Scale: Secure a long-term career with one of Australia’s longest-serving and largest regional truck dealerships.
• Premium Brand Alignment: Proudly represent the clear market leaders in the Australian transport landscape.
• Professional Development: Access to continuous corporate and OEM factory training to keep your skills at the absolute forefront of the industry.