GROUP SERVICE MANAGER
Three Rivers Machinery is a family owned and operated Case IH, New Holland and Case Construction Dealership Group, with locations in Dubbo, Gilgandra, Narromine and Warren, NSW.
Based at either the Dubbo or Narromine Dealership, we are looking for the services of an experienced and motivated Group Service Manager to lead our Service Department.
This position will require travel between all branches on a regular basis.
The primary responsibilities of this position are to provide unwavering support and excellent customer service to our Service Team and our Customers.
About the Job
As the Group Service Manager you will be responsible for and oversee the service operations ensuring the efficient operation of services, including equipment maintenance, repair services, to ensure internal and external customer satisfaction. Manage a large department and lead and motivate your team of service technicians, apprentices and support staff whilst working closely with other departments within the business.
Create cohesive team work and communication between various teams including parts, service team and the customer. Lead the Service team of technicians, apprentices, service advisors, coordinators and support staff. Conduct regular performance reviews and offer feedback.
Monitor the quality of service and repair work to ensure customer satisfaction, manage and oversee customer service and repair jobs alongside the service coordinators. Review and sign off on customer reports, quotes and final invoicing.
Develop and implement service programs in conjunction with the senior management team.
Address customer inquiries, concerns, and complaints timely and in a professional manner. Maintain strong relationships with customers and ensure their satisfaction with services rendered. Ensure customer expectations are met and exceeded in terms of service delivery.
Manage complicated warranty, product improvement work, customer feedback and progress repair work.
Identify areas for continuous improvement in service delivery processes. Implement new tools, technologies, or strategies to enhance service efficiency and effectiveness. Promote a culture of continuous improvement within the team
Review reporting on productivity and efficiencies with service technicians. Track key performance indicators (KPIs) related to service delivery, such as customer satisfaction, response times, and issue resolution. Prepare and present regular reports on service department performance to exec management. Use data to identify trends, problems, and areas for improvement
About You
The successful candidate will have strong leadership and organisational skills, exceptional communication skills, both written and spoken, be customer centric and have high attention to detail. You are the glue that holds all the details together between the workshop and the customer and you have an ability to manage multiple tasks and responsibilities at any one time.
Qualifications and Experience
Customer service or operational management role, with experience leading a team
Previous leadership or management experience is preferred
Strong communication skills, both written and verbal
Excellent leadership, organisational, and interpersonal skills
Problem-solving skills and ability to make decisions under pressure
Strong knowledge of agricultural machinery and repair techniques
Work Conditions and Environment
Full time and available to our team after hours to provide support and guidance
The role typically is based in an office and on the floor in the workshop
Weekly visits to each branch location
On farm customer visits as required
Three Rivers acknowledge that employing the right people is what makes a business succeed. We are passionate about our staff and ensure that we recruit and retain only the best. We invest in training programs across all areas of the business, to ensure that our customers have the best possible experience each and every time they deal with us.
We offer a great work culture and competitive rates. Don’t hesitate, apply to join our exceptional service team today and kick start your career!
Applications and resumes to hr@3rm.com.au.
Note: All applications will be held in the strictest of confidence.