Service Manager, Low-Rise Elevator Industry

The Service Manager is a key leadership role responsible for overseeing all aspects of the service and maintenance operations for our low-rise elevator portfolio. This position ensures the highest level of safety, quality, and customer satisfaction while managing a team of service technicians. The ideal candidate will have a strong technical background in the elevator industry, excellent leadership skills, and a proven track record of managing service operations efficiently and profitably.

Key Responsibilities:

• Team Leadership & Management:
• Lead, mentor, and motivate a team of field service technicians and administrators, providing regular performance feedback and conducting performance reviews.
• Manage technician schedules, dispatching, and workloads to ensure efficient service delivery and optimal coverage.
• Recruit, onboard, and train new service technicians.
• Foster a culture of safety, continuous improvement, and professional development within the team.
• Operational Oversight:
• Plan, coordinate, and supervise all maintenance, repair, and modernization projects for low-rise elevators (typically 2-6 stops).
• Develop and implement service routes and schedules to maximize efficiency and minimize response times.
• Monitor key performance indicators (KPIs) such as first-time fix rates, call-back rates, and customer satisfaction.
• Ensure all service work is performed in compliance with company standards, local regulations, and safety codes.
• Customer Relationship Management:
• Act as a primary point of contact for key customers, building and maintaining strong, long-term relationships.
• Address and resolve customer inquiries, complaints, and escalations in a timely and professional manner.
• Communicate with customers regarding service updates, equipment status, and maintenance plans.
• Identify opportunities for additional service contracts, modernization, or upgrades.
• Financial & Administrative Management:
• Manage the departmental KPIs, controlling costs related to labor, parts, and equipment.
• Review and approve work orders, parts orders, and timesheets.
• Prepare and present regular reports on service performance, financial results, and team metrics.
• Ensure accurate and timely billing for all service work.
• Technical Expertise & Safety:
• Maintain a deep understanding of low-rise elevator systems, including hydraulic and traction drive systems.
• Provide technical support and guidance to technicians in the field.
• Promote and enforce a strict safety culture, ensuring all team members follow safety protocols and use personal protective equipment (PPE).
• Stay current with industry trends, new technologies, and changes in safety regulations.

Qualifications:

• Required:
• Minimum of 5 years of experience in the elevator industry, with a strong background in service, maintenance, testing, or repair.
• Proven experience in a leadership or supervisory role, managing a team of technicians.
• In-depth knowledge of low-rise elevator systems and related components.
• Familiarity with Australian standards and safety standards.
• Valid Driver's License and a clean driving record.
• Preferred:
• A-Grade Electrical License or equivalent experience.
• Previous experience with service management software.

Skills & Competencies:

• Exceptional leadership, coaching, and team-building skills.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused with a strong commitment to service excellence.
• High level of integrity and professionalism.

Physical Requirements:

• Ability to stand, walk, climb ladders, and lift up to 20-25kg.
• May be required to work in various environmental conditions (e.g., confined spaces, varying temperatures).

Benefits:

• Competitive salary and performance-based bonus.
• Company vehicle or vehicle allowance.
• Opportunities for professional development.
• Birthday leave. A paid day off to celebrate your special day.
• Participate in the 9 day fortnight bonus scheme once successfully completing the probation period
• 5 weeks annual leave accrual after completing 5 years of service with the company.

For further information on this opportunity or if you have a disability or medical condition and require alternative access application methods or would like to discuss access requirements/ reasonable adjustments for the recruitment process, please contact Sarah Charleston