Service Manager

About the Role An exciting opportunity has come up for an experienced and driven Service Manager to lead our Sydney and Wollongong Service operations. Reporting to the Branch Manager, this position is responsible for the overall leadership, operational performance, financial management, customer satisfaction, and people leadership of the Service Department. This role will oversee both Field and Workshop operations, ensuring service excellence, strong commercial outcomes, compliance with WHS requirements, and the ongoing developing of a high-performing service team. The successful candidate will be a proactive leader with strong operational customer management experience within an industrial, capital equipment or related environment. Responsibilities & Duties Lead and manage daily Service Department across Field and Workshop teams. Driver operational performance, productivity, and achievement of departmental KPIs and financial targets. Manage budgets, forecasts, labour recovery, overheads, and overall service probability. Lead, coach, and develop Service employees to build a high-performing and accountable team culture. Ensure exceptional customer service standards and maintain strong customer relationships. Oversee service response times, inventory control, and operational efficiencies. Support recruitment, employee performance management and staff retention initiatives. Promote and maintain a strong safety-first culture and ensure WHS compliance across all operations. Manage customer escalations, service recovery outcomes, and continuous improvement initiatives. Prepare and review operational and performance reporting to support business growth and decision-making. Skills & Experience We are looking for an experienced Service Manager who excels in a leadership role and has a proven track record in service management within the Materials Handling or related industries. The ideal candidate will possess: Minimum 5 years’ experience within an industrial, capital equipment, automotive, heavy equipment related industry. Previous leadership experience within a Service or Operations Management role. Proven ability to achieve operational and financial performance targets. Experience managing field-based and workshop teams. Strong mechanical or technical understanding of service operations. Demonstrated ability to lead change, drive performance, and improve operational efficiency. Excellent communication, stakeholder management, and customer service skills. Strong commercial acumen and business management capability. High level organisational, problem-solving, and decision-making skills. Ability to build strong working relationships across all levels of the business. Strong attention to detail with the ability to manage competing priorities. What sets us apart? As a Company we want to continue to support our employees to be the best versions of themselves and that’s why, as a Crown employee you get to enjoy: A benefits program which gives you access to discounts and cashback from over 400+ retailers nation wide. Access to a health and wellbeing platform which supports your Mental, Physical and Financial goals. Corporate Rates for Private Health Insurance. An inclusive working environment. An Employee Assistance Program for confidential counselling with chat, phone and face to face counselling options. #J-18808-Ljbffr Crown Equipment