National Service and Operations Manager

Position Description
Role Title:

National Service & Operations Manager

Reporting To:

Management Representative

Location:

Central location at Marong (14 km from Bendigo)

Base Remuneration & Benefits:

• An attractive base salary in the range of $100,000 – $115,000 per annum plus superannuation, commensurate with experience. The role offers strong potential for career advancement, salary growth, and performance-based incentives.

• Company Vehicle: A fully serviced and maintained company vehicle

• Tools, Uniforms & Equipment: All necessary tools, PPE, phone, and laptop provided

Position Purpose:

The National Service & Operations Manager ensures the business' operational, service, and customer support activities are executed with excellence.

This role integrates technical, commercial, and customer-facing responsibilities — delivering efficient equipment builds, proactive service offerings,

and strong after-sales relationships that enhance brand reputation and profitability.

You will lead the growth of the Service Division, ensuring legacy equipment continues to generate value through structured maintenance, replacement, and customer engagement.

Position Responsibilities:

1. Workshop, Assembly & Warranty Management

• Plan, schedule, and oversee all 'in house' equipment assembly and subcontractor equipment assembly.

• Ensure every assembly is documented with complete quality checklists.

• Track and manage tool and consumable budgets (±5% tolerance).

• Process warranty claims promptly and accurately, liaising with suppliers (e.g., Meridian) to provide constructive feedback on product improvements where required.

• Proactively identify and report recurring faults or design improvements to the manufacturer.

• Work collaboratively with the team to ensure that seasonal product lines are assembled and 'sale ready'.

2. Service Division & Revenue Growth

• Develop and expand the business' after-sales service business for existing and legacy machines.

• Design, price, and promote service packages (Maintenance Checks, Refurb Kits, Preventative Service Programs).

• Manage customer and dealer enquiries for service work and product quality issues.

• Oversee all service jobs (internal and subcontracted) for quality, timeliness, and profitability.

• Build and maintain a service calendar, prioritising seasonal customer needs.

3. Dealer & Customer Engagement

• Dealer Network Management: Build and maintain strong relationships with distributors and dealers by providing timely product information, order updates, and responsive after-sales support.

• Customer Issue Resolution: Coordinate with internal teams, dealers, and customers to resolve delivery issues, warranty claims, and product concerns promptly and professionally.

• Lead Generation & Collaboration: Proactively engage with the dealer network and end customers to identify new sales opportunities and seamlessly hand over leads to the sales team.

4. Inventory, Logistics & Depot Management

• Oversee spare-parts inventory .

• Assist with stock control and set minimum levels.

• Manage incoming containers, parts, and equipment documentation.

• Maintain depot organization and arrangement/movement of stock storage, cleanliness, and safety standards.

5. Safety, Compliance & Culture

• Chair monthly safety meetings and conduct quarterly subcontractor safety audits.

• Drive accountability for PPE use and safe work practices.

• Maintain zero-incident culture and proactively identify risk areas.

• Contribute to annual policy reviews, operational improvement initiatives and routine safety audits.

Key Attributes & Capabilities

• Advanced or verified mechanical and technical background in agricultural or industrial machinery.
• Proven leadership in workshop, service, or technical operations.
• Commercial acumen — ability to balance efficiency and profitability.
• Exceptional organisational and communication skills.
• Proficient in ERP/CRM platforms (e.g., Cin7, Asana, or similar), with the ability to effectively use Excel, AI tools, and other current IT systems to optimize performance and productivity.
• Professional, safety-driven, and proactive team player.

Reporting & Communication

• Monthly management report covering assembly, service progress, warranty, dealer follow-ups, safety actions, depot performance, and revenue vs targets.

Career Development

• Supplier engagement trips.
• Ongoing technical and leadership training supported by the business..

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