Service Operations Manager

**Company Description**
John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies.

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards.

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries.

John Crane is actively recruiting a Service Operations Manager who will join the team based in Australia. Reporting to the Regional Service Operations Manager, he/she will manage the day-to-day operations in both workshops and onsite, ensuring compliance to legislative and Company procedures as well as relative HS&E directives and Quality standards. He/she shall lead the Service Centres team toward achievement of business objectives in line with divisional business plan. Maximise customer service levels through efficient deployment of process and procedure, driving continuous improvement with and through the team. An effective Leader by example with total focus on the highest level of customer service provision. To effectively communicate across all departments within the business to ensure timely closeout of issues impacting the service process and our customers. To effectively communicate and support the Sales team providing regular and consistent feedback relating to customer requirements within the service process.
- Safety/Quality: To ensure that service activities/environment meets group standards relating to HSE/Quality at all times.
- Service order processing: plan, execute and monitor the workshop activities. Through effective use of business system tools and good communication across the team, ensure that the workshop loading is balanced and that costs/KPI are monitored and objectives are being met in line with demand.
- People development. Review the performance of the team, support personal skills growth with adequate training and development plans. Coach and mentor less experienced engineers, check quality of their work and help them diagnose and solve problems.
- Provide strong technical and service support to all customers, collaborate with Area Managers in achieving Sales target objectives. Attend site for seal installations and or troubleshooting, producing comprehensive failure reports with analysis and recommendations.
- Performance Plus: support Reliability Team on Global Service contracts execution, monitoring delivery performances and other contractual KPI, assure adequate stock levels are held in the Service centre to meet SLA.
- Support EU sales Managers for development and growth of our service portfolio, by implementing business strategies as well as supporting new business development
- Continuous Improvement: To be an active change agent driving improvement in process and procedure. Support organizational and operational changes in line with company guidelines, implement best practices and new standards.
- To ensure that group and divisional communication is cascaded to the team, monthly team meeting covering HSE/Quality and business performance such that staff are fully aware of any issues/directives at all times.

**Qualifications**
- Engineering related background (Mechanical Engineering Degree is a plus)
- Advanced knowledge/experience of rotating equipment and the maintenance of those items
- Previous experience working in Service/aftermarket business
- Familiarity with working on site in the O&G/Petrochemical environment
- Ability to analyse with a structured approach technical data and problems, formulate appropriate recommendations and plan/follow up on action plan
- Project Management skills, including effective and professional Customer interface handling
- Experience of working in multinational and multicultural environment is an advantage.
- Ability to carry out failure analysis/repair procedure.
- Working knowledge of Windows Office SW.
- Fluency in English
- Nice to have: Excellent SAP knowledge.

**Additional Information**

Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a glob