Service Operations Manager, Sa/nt

Location: Gepps Cross, SA, AU, 5094- Req ID: 7118**Service Operations Manager, SA/NT**

**About us**:
Gardner Denver Industries Pty Ltd, part of the Ingersoll Rand group, are a market leader in manufacturing highly engineered products including compressors, blowers, liquid ring pumps and fluid transfer products for a multitude of industrial users. Our flexibility worldwide allows us to target fast growing market niches within the industrial, manufacturing, environmental, pulp and paper, service, power, mining and energy sectors.

**Purpose & Values**:
We are proud of our Purpose and Values, you can “Lean on us to help you make life better”. Our Values are an extension of us where we think and act like owners; we are committed to making our customers successful; we are bold in our aspirations while moving forward with humility and integrity; and we foster inspired teams.

We are driven by an entrepreneurial spirit and an ownership mindset, inspiring us to care deeply about our neighbours and shared planet. We pride ourselves on innovation and we aspire to be connected for life with our customers and embrace the responsibility that comes with that. We have the confidence to take on the hardest problems, yet we are rooted in a genuine sense of humility and we nurture and celebrate a culture that embraces diverse points of views, backgrounds and experiences.

If our purpose and values interest you, read onwe have an excellent career opportunity for a talented and ambitious **Services Operations Manager** to join our SA/NT team at our Gepps Cross office.

As the Service Ops Manager, you will have Control and coordinate the aftermarket function to provide cost effective service in accordance with customer requirements and service performance objectives. Provides supervision, technical and administration support for regional service staff and customers, whilst maintain a high level of Customer Satisfaction.

**The role**:
**In addition, you will have responsibility to**:

- Prepare and deliver the territory strategy to build and maintain the aftermarket and service business.
- Prepare and manage the forecasts and delivery of the aftermarket revenue number.
- Provides technical support to ensure the service team is certified and skilled to deliver prompt and reliable response and can identify problems effectively to resolve customer issues.
- Plans, schedules and/or coordinates staff training, in conjunction with the National Training Manager
- Ensure market leading response times to service requests.
- Manage and maintain the WIP to ensure it is up to date and at a minimum outstanding
- Run WIP reports, Backorder reports and/or any reports required to enable Service department management.
- Preparation and follow up of customer repair quotations (adhoc & breakdowns).
- Responsible for control & maintenance of company assets inc. service department equipment & tooling.
- Responsible for branch/region store stock takes.
- Record, approve and sign off Technician timesheets and completion of timesheet report for Payroll.
- Responsible for maintaining a quality technical library for the region in conjunction with National Technical Support Manager.
- Provides full back-up clerical support in the absence of the Service Coordinator.

**Customer Management**:

- Offer assistance and explanation when difficulties arise, ensure complaints are followed up and that satisfactory solutions are obtained.
- Maintain and develop close relationships with key accounts and ensure their requirements are being met wherever possible.
- Resolves customer complaints and dispute resolution.

**People Management**:

- Develop the technical knowledge to improve the capability of the team to troubleshoot and service the Customer’s equipment.
- Maintain and develop a team of dedicated professionals and document working knowledge and skills of current and emerging technologies.
- Manage and coach the performance of individual team members and monitor their overall performance annually.
- Conduct regular minuted “Toolbox” meetings and encourage employee feedback on ideas, complaints and concerns.

***Quality**:

- Supports Company objectives in accordance with ISO 9001 quality accreditation.

***Environment Health & Safety**:

- Supports Company objectives relating to environment, health and safety.
- Ensure the working environment is safe at all times and activities conducted are safe and don't harm self or others.
- Eliminate risks in the working environment by conducting housekeeping, conducting risk assessments and working with the line manager to eliminate or at least mitigate the hazards.
- Taking a leading role in safety risk assessment and audit.
- Implement procedures for safety of others through the appropriate operation of equipment before ascertaining correct procedures and usage of personal (e.g. safety glasses etc.) and technical equipment.

Other responsibilities as assigned or required.

**Competencies**:

- Demonstrate