Service Manager - GILBERT & ROACH

Work Initiatives; Maitland; On-site; AUD 130,000 - 190,000; Full time

Benefits offered by this job

Company vehicle

Training & development

Career stability

Job summary

Gilbert & Roach Newcastle is seeking a strategic Service Manager to lead our Hexham workshop operations. You will assume accountability for throughput, continuous process improvement, and superior service delivery, aligning with broader business goals.

You will supervise a large dual-shift team of technicians, apprentices, and service advisers, drive efficiency, manage the P&L, and ensure compliance with WHS and OEM training standards.

Qualifications

• Extensive experience leading large teams in a high-volume automotive service department.
• Strong understanding of service P&L, warranty processes, and labour utilization.
• Current Australian Driver’s Licence (Heavy Rigid/Heavy Combination is a plus).
• Proven track record of process improvements and efficiency gains.

Responsibilities

• Review workshop workflows and implement improvements to boost technician productivity.
• Partner with dealership leadership to drive strategic operational changes.
• Lead dual-shift teams and foster a high-performance culture aligned with PRIDE values.
• Manage the department P&L, KPIs, and revenue growth from service agreements.
• Ensure WHS compliance and OEM training standards.

Skills

Leadership

Strategic planning

Operational excellence

Financial acumen

People management

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.