Service Manager VIC

PDS - Service Manager

Division/Company/Entity:

PDS Australia

Job Title:

PDS Service Manager

Location:

Site Specific Location

Department:

AAES PDS Division

Reports to:

AAES Head of Service Operations

Supervisory responsibilities:

Yes

Direct reports:

Leading Hands & Service Technicians

Status:

Full Time/Part Time:

Full Time 38 hours per week

Work Schedule:

Monday to Friday, span of hours, 06.00 – 18.00

General Summary:

Reporting to the Head of Service Operations you will lead a team of Leading Hands and Service Technicians to deliver exceptional service to our customers and utilise your business acumen to drive continual improvement in our field operations.

Principle Duties &

Responsibilities:

1. Lead the Leading Hands and Service Technicians by driving the key activities which promote awareness, competency, and expert technical knowledge to achieve the business objectives
2. Oversee the engagement and development of all individuals in the team, driving ongoing personal development and team performance
3. Support, coach and develop the Leading Hands and Service Technicians to drive efficiency and competency in their teams
4. Drive a culture of Health & Safety within the team, including the delivery of on-site audits and safety observations ensuring appropriate H&S training, management and reporting to improve overall metrics
5. Work with the Technical team, Service Managers and Leading Hands and Service Technicians to create a comprehensive training program for existing and new Technicians
6. Drive improvement in monthly metrics for van stock accuracy and work with Supply Chain and Leading Hands and Service Technicians to ensure vans are stocked effectively to achieve First Time Fix targets
7. Create and implement comprehensive Standard Operating Procedures as part of continuous improvement strategy and improve effectiveness and efficiencies through the completion of on-site audits
8. Conduct regular Toolbox meetings, document minutes and display for all to see
9. Develop, implement, and manage KPI’s and key metrics for business performance
10. Drive health and safety to achieve compliance requirements including working closely with HR/ WHS on injuries and potential breaches of policies
11. Continuously monitor sub-contractor use and ensure sub-contractors are engaged effectively and efficiently and foster the relationship.  Engage with new subcontractors where necessary to ensure company work demands are filled
12. Work with all streams of the business to ensure policy, process and procedure is current and relevant.  Lead or work within teams to improve where necessary
13. Manage and review the workforce capacity planning along with the reviewing of rosters, timesheets, RDO’s & annual leave periods etc
14. Other tasks/projects as required from time to time

Knowledge, Skills & Abilities Required:

• A minimum of 3-4 years' experience in a similar service/operation management role
• A good level of business acumen and ability to strategically design operations, communicate and implement within the organisation
• Strong financial acumen and ability to read and report on revenue, margin, EBIT’s, costs etc
• Experience in the service, building and/or construction industry
• Experience and understanding of how to manage a large and geographically disparate team whilst achieving objectives is essential
• Understanding of service business i.e., maintenance process
• Technical understanding including product knowledge
• Adept with WHS laws and legislation
• Intermediate to advanced knowledge of Microsoft Office suite
• TSM an advantage or other ERP systems
• Physically fit and must have current driver's licence

Special Competencies Required:

• Time management and working to deadlines
• Effective communication and building effective relationships
• Well-developed organizational skills and ability to coordinate paperwork/reporting requirements
• Efficient problem solving
• Must be service orientated and have a passion for service and customer relations through a hand on approach
• Ability to drive service efficiencies with Leading Hands and service technicians
• Assertive with a positive attitude
• Friendly, approachable, and professional phone manner
• Proven track record of delivering results
• Speed of thought, prioritisation, and decision-making skills
• Sense of urgency and ability to work in a changing fast paced environment

Key Performance Indicators [KPIs]:

• Safety
• Revenue
• Contribution Margin
• Customer Margin
• Field Operations costs
• Aged WIP
• Staff stabilisation
• Staff Engagement
• ASSA ABLOY compliance training

Note: KPI’s are developed, set, and managed by the organisation.  Performance of the organisation may determine changing of the set values or the number of KPI’s introduced.

Key Metric Indicators

• Revenue per tech per day
• Technician availability
• Productivity
• Billable hours
• Sub-contractor management

Note: Metric’s are developed, set, and managed by the organisation.  Performance of the organisation may determine changing of the set values or the number of KPI’s introduced.

Safety

A Manager has the primary duty of care to ensure the health and safety of workers (including subcontractors) while they are at work in the business or undertaking. They are also responsible for ensuring work carried out does not carry risk to the health and safety of others, along with strict adherence to Safety Management Procedures and Policies

Education:

Required Level:

High School

Other:

Tertiary education or trade certificate is desirable

Additional Information:

Physical demands:

Physically fit, able to drive and travel within State.

See attached last page

Confidentiality requirements:

• Organisational intellectual property
• Customer specific information
• Employee specific information

Travel requirements:

To meet organisational, customer and employee requirements.

On-call availability:

As required

Level of budget responsibility:

Profit & loss

Service/labour efficiency, productivity, and workmanship standards

See KPIs and as per internal reporting.

Achievement of state budgets and growth/EBIT targets

See KPIs and as per internal reporting.

People management metrics (management level, LTI, absenteeism, turnover)

See KPIs and as per internal reporting.

Compliance to all relevant policies and procedures including Safety

Yes

Note: This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job.  Employee may be expected to perform other related duties as required to meet the ongoing needs of the organisation.