Technical Service Manager

STG Global; Melbourne; Presencial; AUD 130 000 - 180 000; Tempo integral

Resumo da oferta

STG Global in Dandenong is seeking a Technical Service Manager to lead the Service and After-Sales function across repairs, maintenance, warranty, field service and customer support. You will drive safety, quality, and profitability while ensuring compliance with WHS, ISO standards and company policies.

The role requires proven leadership in heavy vehicle service, managing workshop and field operations, and coordinating with Engineering and Production to address warranty trends.

Qualificações

• Proven service management experience in heavy vehicle manufacturing.
• Experience overseeing workshop and field service operations.
• Strong knowledge of service delivery, breakdown response and warranty processes.
• Budget management, cost control and profitability awareness.
• Excellent customer service, communication and stakeholder management.
• Knowledge of WHS requirements, quality systems, and compliance.
• Trade qualification or relevant technical background.
• Experience with ISO standards and continuous improvement is desirable.
• Proactive, accountable, results-driven, with commitment to safety and team development.

Responsabilidades

• Oversee workshop and field service operations, including breakdowns, preventative maintenance and warranty management.
• Ensure efficient scheduling, resource allocation, and on-time service delivery.
• Manage third-party service providers and subcontractors to ensure timely, high-quality service delivery.
• Lead, coach and develop service teams, driving performance, accountability, safety and continuous improvement.
• Manage customer escalations, complex technical issues and service relationships to maintain high customer satisfaction.
• Oversee departmental budgets, labour utilisation, cost control, profitability, warranty recovery and operational KPIs.
• Ensure compliance with WHS legislation, company policies, ISO standards and quality requirements.
• Maintain accurate service records, reporting and documentation.
• Identify opportunities to improve service processes, systems, efficiency and customer outcomes.
• Investigate recurring technical faults and warranty trends, collaborating with Engineering and Production to implement improvements.
• Monitor and report on service performance, including productivity, quality, safety, customer satisfaction and financial results.
• Contribute to service pricing, workforce planning, budgeting and operational improvements.

Conhecimentos

Service management

Leadership

Budget management

Customer service

Stakeholder management

Problem solving

Safety compliance

Formação académica

Trade qualification or relevant technical background

Ferramentas

ERP/Service management systems

Descrição da oferta de emprego

Based in Dandenong, the Technical Service Manager will lead and optimise the Service and After-Sales function across repairs, maintenance, warranty, field service and customer support. The role is responsible for delivering exceptional customer experience, high service quality, operational efficiency and strong financial performance while ensuring compliance with safety, quality and company standards. Working closely with Service, Engineering and Production, the position will drive continuous improvement, strengthen team capability and provide structured feedback on product performance, recurring mechanical defects and warranty trends.

Key Responsibilities

Oversee workshop and field service operations, including breakdowns, preventative maintenance and warranty management.

Ensure efficient scheduling, resource allocation, job completion and consistent service quality.

Manage third-party service providers and subcontractors to ensure timely, high-quality service delivery.

Lead, coach and develop service teams, driving performance, accountability, safety and continuous improvement.

Manage customer escalations, complex technical issues and service relationships to maintain high customer satisfaction.

Oversee departmental budgets, labour utilisation, cost control, profitability, warranty recovery and operational KPIs.

Ensure compliance with WHS legislation, company policies, ISO standards and quality requirements.

Maintain accurate service records, reporting and documentation.

Identify opportunities to improve service processes, systems, efficiency and customer outcomes.

Investigate recurring technical faults and warranty trends, collaborating with Engineering and Production to implement improvements.

Monitor and report on service performance, including productivity, quality, safety, customer satisfaction and financial results.

Contribute to service pricing, workforce planning, budgeting and operational improvements.

The ideal Candidate will have;

Proven Service Management experience within heavy vehicle manufacturing, ideally involving truck body building, hydraulics, pneumatics and pressure vessels.

Strong leadership and people management skills, with experience overseeing workshop and field service operations.

Sound technical knowledge of service delivery, breakdown response and warranty processes.

Commercial acumen, including budget management, cost control and profitability.

Excellent customer service, communication, stakeholder management and problem-solving skills.

Strong understanding of WHS requirements, quality systems and operational compliance.

Trade qualification or relevant technical background highly regarded.

Experience with ERP/service management systems, ISO standards and continuous improvement methodologies desirable.

A proactive, accountable and results-driven approach, with a commitment to safety, service excellence and team development.