Service & Technical Manager - Growth & Ops (Melbourne)

We are seeking an experienced and commercially minded Service & Technical Manager to lead and grow our service department based in Nunawading. This role is responsible for the leadership, development and profitability of the service function, ensuring the delivery of high-quality technical support and customer service while building scalable systems and processes across the business. Working closely with the Operations Manager and wider team, you will oversee service operations, contractor networks, preventative maintenance programs and service performance, while driving continuous improvement across the department. This is an excellent opportunity for a hands‑on leader who enjoys building systems, improving performance and delivering exceptional customer outcomes. Key Responsibilities Lead and manage the service department to ensure high standards of customer support and service delivery. Develop and maintain efficient service workflows and operational processes. Monitor service response times, job completion and department performance metrics. Support and guide the Service Coordinator in day‑to‑day operations. Service Profitability Develop and manage a profitable service cost centre across labour, spare parts and freight. Monitor service margins and identify opportunities to improve profitability. Review labour rates, contractor costs and pricing structures. Ensure efficient invoicing and cost recovery processes. Preventative Maintenance Programs Develop and manage preventative maintenance programs for customers. Work closely with the sales team on post‑sale maintenance agreements. Improve program performance, retention and customer engagement. Contractor & Service Network Management Build and maintain a strong national contractor network. Oversee contractor onboarding, training and performance. Ensure compliance documentation is maintained including insurance, WorkCover and safety documentation. Coordinate contractor training, technical updates and service bulletins. Manage contractor consignment stock arrangements and replenishment processes. Warranty & Supplier Management Oversee warranty claim processes and supplier recoveries. Manage relationships with equipment manufacturers regarding service issues and technical updates. Ensure service standards align with supplier expectations and customer requirements. Customer Service & Continuous Improvement Ensure industry‑leading customer support and service outcomes. Manage escalated service issues and complex technical cases. Identify and implement improvements to service systems, workflows and technology. Develop and document best‑practice service procedures within company SOPs. About You You are a proactive and solutions‑focused leader with strong operational and commercial capability. You thrive in a fast‑paced workplace and are passionate about building high‑performing service operations. Skills & Experience Previous experience in a Service Manager or senior service leadership role. Strong leadership and team management capability. Commercial understanding of service profitability and cost control. Experience managing contractor networks and service operations. Strong organisational and operational management skills. Technical understanding of equipment and service processes. Excellent problem‑solving and customer relationship management skills. Ability to manage competing priorities and drive continuous improvement. What We Offer Opportunity to lead and shape a growing service department. Supportive and collaborative team environment. Long‑term career growth within a specialised industry. A varied and hands‑on leadership role. Ongoing development and continuous improvement opportunities. Why Join Us? You’ll be joining a close‑knit, high‑performing team where your contribution directly impacts customer satisfaction, operational performance and business growth. This is an opportunity to build and lead a scalable service operation while making a genuine impact within the business. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rvt3g