Service Operations Leader – Workshops & Field Service

JLG Industries; Western Australia; On-site; AUD 90,000 - 120,000; Full time

Job summary

JLG Industries, an Oshkosh Company, is seeking a Service Manager to oversee the Service Department, workshop operations, and field service coordination at our Western Australia site. You will be the primary point of contact for the site, ensuring smooth day-to-day operations and strong customer connections with technicians and internal teams.

You will lead and develop service staff, promote a safety culture, and drive operational excellence, customer satisfaction and business efficiency.

Qualifications

• Strong leadership and interpersonal skills.
• Excellent written and verbal communication.
• Ability to manage multiple priorities and deadlines.
• Solid organizational and time management abilities.
• Basic to intermediate computer proficiency (ERP like Baseplan).
• Understanding of workshop operations and customer service delivery.

Responsibilities

• Serve as the primary point of contact for all site matters, including customer interactions, internal coordination, and operational updates.
• Lead, support, and manage the service team, including Workshop technicians, Field Service technicians and Trades assistants.
• Coach and develop Workshop Leading Hands and Field Service Team Leaders to help manage their business units.
• Ensure policies and procedures are understood, applied, and complied with across service operations.
• Support Field Service Coordinators around service technicians and scheduling on-site jobs.
• Oversee Field Service Technicians coordination and maintain high recovery and utilization rates.
• Allocate service work orders to workshop technicians and monitor progress.
• Review and verify technician timesheets and Baseplan entries weekly.
• Ensure PDI documentation is completed for invoicing.
• Liaise with customers, service staff, and parts department for timely job execution.
• Manage stock levels, bin maintenance, and cyclic stocktakes.
• Support parts ordering, processing, and receipting of goods for service and PDI work.
• Generate and manage workshop quotes and service jobs.
• Process parts sales orders and customer credits accurately.
• Build strong relationships with stakeholders to ensure customer satisfaction.
• Monitor industry trends and share insights with management.
• Ensure HSEQ compliance and participate in toolbox talks and safety meetings.
• Provide training, leadership, and performance management to service staff.
• Participate in site-wide admin tasks as required.

Skills

Leadership

Communication

Prioritization

Organizational skills

Baseplan ERP

Workshop operations

Customer service

People management

Tools

Baseplan ERP

Job description

JLG Industries, an Oshkosh Company, is seeking a Service Manager to oversee the Service Department, workshop operations, and field service coordination at our Western Australia site. You will be the primary point of contact for the site, ensuring smooth day-to-day operations and strong customer connections with technicians and internal teams.

You will lead and develop service staff, promote a safety culture, and drive operational excellence, customer satisfaction and business efficiency.