Branch Service Manager

About the Role:

Reporting directly to the Perth Branch Manager, the Branch Service Manager is an integral position within Branch operations. The position involves coordinating and optimising the service function, including overseeing and strategically managing the daily operations within the Workshop, Field Service and Parts departments. This role combines technical expertise with strong leadership skills to ensure efficient service delivery, customer satisfaction and team performance. The Branch Service Manager's ability to manage and support their team, resources and technical operations is essential to the success of the Branch Service Department.

Key Duties & Responsibilities:

• Responsible for the management, direction and leadership of the entire Branch Service Team.
• Manage and oversee the operations within the field service, workshop and parts department.
• Provide support and leadership to ensure a level of service that meets and exceeds internal and external customer expectations.
• Ensure the profitability of your department by being proactive and monitoring expenses, all training, marketing & travel expenses. Ensure these are within budget and that all service employees adhere to TMHA policies and procedures in this regard.
• Ensure monthly budgets are effectively managed within Field Service, Parts and Workshop.
• Support the Branch Manager in managing and expanding the customer portfolio of the branch.
• Manage the dispute resolution process within the service departments and escalate to appropriately when necessary.
• Prepare various reports and presentations for senior management when required.
• Ensure the Field Service Controllers, Field Service Technicians and Team Leaders work together efficiently and effectively to meet targets and customer needs.
• Maintain work in progress documentation ensuring agreed countermeasures meet timelines.
• Plan and coordinate technicians training calendar to improve the skills of the service team.
• Provide visible leadership which supports and encourages individual and team accountability, initiative for safe behaviour and fosters a culture where working safely is an inherent part of the operation.
• Ensure all WHS legislative and management system requirements are implemented within Workshop, Field Service and Parts operations.
• Ensure the implementation and achievement of the health, safety, rehabilitation, workers' compensation and risk management goals for Workshop, Field Service and Parts.
• In conjunction with department managers and the HR Team, be responsible for the recruitment of new team members.
• Responsible for the management of warranty costs and ensure all TMHA policies and procedures are followed.
• Ensure effective management of service issues and any customer complaints.

Skills and Experience:

• Trade Qualification – Mobile Plant, Heavy Diesel, Motor Mechanic, Auto Electrics or similar/relevant.
• Specific experience within the material handling industy - highly regarded.
• Certificate III in Leadership & Management – desirable.
• Comprehensive product knowledge with the ability to provide technical explanations.
• Management and supervisory experience within service operations. Strong leadership and management skills.
• Proven experience with dispute resolution and dealing with performance issues.
• Experience in presenting and reporting information to Senior Managers.
• Experience in mentoring and guiding teams to achieve outcomes.
• Experience in the completion of WHS Audits.
• Excellent oral and written communication skills.
• Proactive, shows initiative, with an ability to teach and motivate staff.
• Strong ability to negotiate with internal and external customers at all levels; ability to liaise with various stakeholders across all levels of the business.
• Effective organisational and time management skills.
• Demonstrated computer literacy, experience utilising business software applications and service operations components of ERP system.

Our Commitment:

TMHA is committed to the ongoing growth and development of our employees. As a suitable candidate, you will be provided with the required training, support and development to further expand on your existing knowledge.

How to Apply:

If you're ready to take the next step in your career – seize this rare opportunity and apply now. Please submit your application with a current CV via our website or by clicking the 'Apply' button.

Note: Pre-employment medical assessments, including drug and alcohol testing are a part of the Toyota Material Handling Australia recruitment process.