Service Manager

Position Responsibilities

Operational Leadership & Oversight

• Process refinement for job lifecycle (from request → dispatch → completion → invoicing).

• Managing escalations from technicians, customers, and internal teams.

• Ensuring documentation accuracy (service reports, test sheets, commissioning data).

• Ensuring recommendations are sent for quotation and follow up.

• Management of the mobilisation team and process

Technician Team Leadership & Development

• Conducting toolbox meetings

• Supporting technical upskilling — scheduling training for technicians on AC/DC systems, battery testing, commissioning processes, reporting quality based on feedback from testing supervisor.

• Reporting on Resource planning to ensure correct skill coverage for Perth, Brisbane and other regions – Report to Rory.

Financial Accountability & Cost Control

• Manage labour utilisation (billable vs non-billable hours). Reporting on KPI’s on Service Technicians (OPSP) *Can this be completed on Simpro* Report to Management Team

• Job costing — ensuring materials, travel, and labour are captured accurately.

• Managing subcontractor invoicing

• Project revenue per month and manage invoicing per month.

• Monthly reporting on service performance, margins, and KPIs.

Strategic Planning & Continuous Improvement

• Forecasting work volumes and technician requirements.

• Identifying process bottlenecks and implementing improvements.

Customer Relationship & Contract Management

• Execution of service level agreements (SLAs) and reporting performance against them.

• Ensuring compliance with safety, environmental, and contractual requirements.

• Oversee the quotations are being created based on recommendations and reports.

Compliance, Safety & Risk Management

• Ensuring technicians maintain licences and training.

• Maintaining JSA/SWMS libraries and ensuring correct use.

• Ensuring service vehicles, tools, and test equipment are inspected and calibrated.

• Coordination of SOP’s on Monday.com

Reporting & Executive Communication

• Monthly service performance reports.

• Customer issue reports and resolutions.

• Team performance updates.

Other Responsibilities and/or Accountabilities

• Adhere to the company’s Integrated Management System (IMS) policies & procedures.

• Support the Leadership Team by presenting information relating to the performance of the operations under your control to ensure effective monitoring, measurement, analysis and evaluation (MMAE) of the organisations IMS.

• Actively participate in development and maintenance of the company’s IMS.

• Take a communicative and proactive role to implement, review, measure IMS performance within your area of responsibility.

• Suggesting improvements and being active in the general improvement of all systems and methods of work to ensure the company supports activities and services that are carried out in a reliable and cost-effective manner.

• Encourage the reporting of all known hazards and incidents and ensure corrective actions are implemented in a timely manner as per company procedure.

The above list is not exhaustive, and the role may change to meet the overall objectives of the company.

QUALIFICATIONS AND EXPERIENCE

Qualification Requirements: • Trade qualification in Electrotechnology / Electrical OR tertiary qualification in Engineering, Business, or Operations Management (highly regarded).

• Relevant years of experience in service operations, field services, or technical service delivery (electrical, power systems, or similar industry preferred).

• Proven leadership experience managing technicians, field teams, or service delivery operations.

• Strong understanding of AC/DC systems, UPS, battery systems, commissioning processes, and testing procedures (formal trade or engineering background preferred).

• Experience with job lifecycle management, including scheduling, dispatch, documentation control, and job costing.

• Financial literacy, including labour utilisation analysis, margins, revenue tracking, and subcontractor management.

• Demonstrated experience in process improvement and operational optimisation.

• Ability to interpret technical reports, test sheets, service documentation, and commissioning data.

• Proficiency with service management software (e.g., Simpro, Monday.com, CRM/ERP tools).

• Strong communication and stakeholder management skills, including managing escalations and customer relationships.