Service Manager

The Service Manager will be responsible for the efficient, safe, and profitable operation of the heavy mechanical workshop. This role oversees job scheduling, service administration, customer communication, and workflow coordination. Acting as a central point of contact between customers, technicians, suppliers, and administration, the Service Manager ensures operational excellence and promotes the company's values, culture, and safety standards. The role provides leadership to the Workshop Supervisor and contributes to the overall performance and reputation of the business and the role offers strong potential for growth and advancement within the business.

1. Service Coordination & Scheduling

• Plan and schedule all workshop jobs to ensure timely and efficient workflow.
• Coordinate technician workloads in collaboration with the Workshop Supervisor.
• Maintain oversight of all active jobs, job cards, deadlines, and priorities.

2. Customer & Client Relations

• Serve as the primary customer contact for updates, enquiries, and job progress.
• Build and strengthen long-term industry and client relationships.
• Identify and follow up on sales and service opportunities.
• Address customer concerns promptly and professionally.

3. Job & Financial Administration

• Prepare, issue, and follow up on quotations according to pricing guidelines.
• Maintain accurate tracking of job cards and service records.
• Generate purchase orders and process supplier invoices.
• Ensure timely and accurate customer invoicing.
• Assist administration with debtor management and financial documentation.
• Review stock pricing for accuracy and competitiveness.

4. Parts & Stock Management

• Oversee parts ordering in line with job requirements and stock maintenance.
• Support management of workshop inventory levels with the Workshop Supervisor.
• Ensure all stock is properly catalogued and recorded within company systems.

5. Communication & Cross-Functional Coordination

• Facilitate clear communication between customers, technicians, suppliers, and admin teams.
• Work closely with administration on HR processes, compliance, invoicing, and safety system updates.
• Ensure job information flows smoothly between all internal stakeholders.

6. Operational Support & Leadership

• Work with the Workshop Supervisor to maintain workflow efficiency and cost control.
• Support recruitment activities including candidate vetting and interviewing.
• Drive continuous improvement initiatives across workshop processes and systems.
• Promote and uphold workshop safety standards and safe work practices at all times.

7. Business Values, Culture & Leadership

• Demonstrate and uphold the organisation's values in all decisions, behaviours, and interactions.
• Foster a positive, respectful, and collaborative team culture.
• Lead by example in professionalism, safety, and customer service.
• Encourage teamwork, accountability, and open communication.
• Champion cultural initiatives, staff engagement, and a high-performance environment.
• Support the integration of new systems, processes, and business improvements.

Key Skills & Attribute

• Strong organisational, planning, and time-management capability.
• Exceptional communication and interpersonal skills.
• Customer-focused with strong relationship-building skills.
• Mechanical industry knowledge (heavy diesel, plant, or transport preferred).
• Ability to manage multiple priorities in a high-pressure environment.
• High attention to detail and accuracy.
• Strong commercial and problem-solving skills.

Experience & Qualifications

• Experience as a Service Manager, Workshop Coordinator, or similar role in a mechanical workshop.
• Strong understanding of heavy vehicle or diesel workshop operations.
• Proficiency in quoting, invoicing, and workflow management systems.
• Mechanical trade qualification (preferred but not essential).
• Current driver's licence.
• Additional heavy vehicle licences (HR/HC) advantageous.