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11 April 2019

New Talent Required: VIC State Service Manager

We are seeking an exceptional people leader for our office in Melbourne. The role leads the Service team in the state; and is imperative to our success with an emphasis on people, customers and branch operational performance. The State Service Manager will come equipped with sufficient technical knowledge to be able to lead and manage field and in-house technicians.

The focus of the role:

  • Leading, managing and coordinating the state field service team with energy, enthusiasm and a commercial approach
  • Leading the end to end outstanding customer experience – managing the customer relationships and contracts, retaining and growing the customer base, and being an effective customer service escalation point
  • Monitoring and managing the branch’s performance – oversee and take responsibility for the financials; meet service team SLA’s, revenue and margins; and identify new service business

The details:

  • Coaching and mentoring the service team, to effectively install, service and repair existing Gallay products; and promote Gallay service to present and potential customers – meeting all contractual obligations
  • Management of the Service Budget for the state, driving revenue growth & profitability
  • Managing effectively by providing timely development plans and driving high performance
  • Leading a thorough recruitment process when hiring team members
  • Driving effective work flow processes and leading excellent communication within the team and branch
  • Managing the schedule and rosters for the state service team
  • Managing customer contracts, quotes and invoicing; and understating all contractual obligations
  • Responding quickly to customer service calls & organising the appropriate people to respond; ensuring repair and/or service as per contractual obligations.
  • Delivering and assisting with Project Management
  • Maintaining tools & equipment in working condition and supervising the spare parts inventory
  • Lead by example with a culture of safety, compliance and great processes

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