Service Manager - NSW



PDS - Service Manager


PDS Australia

Job Title:

PDS Service Manager


Site Specific Location


AAES PDS Division

Reports to:

PDS Service Operations Manager



Supervisory responsibilities:


Number of reports:

Direct – 15-25 (varied per State)



Location of reports:

  1. Service Technicians
  2. Service Planners





Full Time/Part Time:

Full Time 38 hours per week

Work Schedule:

Monday to Friday 8.30am – 5.00pm



General Summary:

As a Service Manager you are responsible for managing the day to day running of the ASSA ABLOY Entrance Systems PDS Service Department. 



Principle Duties &


  1. Achieve the set KPIs and SLAs in managing the team of Service Technicians
  2. Timely resolution of customer complaints and issues relating to jobs and Technicians
  3. Minimum 30% to be spent on the road, to drive Service Technician productivity, efficiency and Safety audits
  4. Develop efficiency, productivity, customer service strategies for the Service Team
  5. Train and induct new and existing Service Technicians and Sub-Contractors in compliance with our competency matrix
  6. Weekly review and follow up on all Service Technicians timesheets
  7. Conduct regular Toolbox meetings, document minutes and display for all to see
  8. Work closely with Service Coordinators in achieving revenue targets
  9. Monitor field operation (FOPS) costs in line with the company's profit and loss
  10. Drive health and safety to achieve compliance requirements including working closely with HR/ WHS on injuries and potential breaches of policies
  11. Other tasks/projects as required from time to time.



Knowledge, Skills & Abilities Required:

  • A minimum of 3-4 years' experience in a similar service/operation management role
  • Experience in the service, building and/or construction industry
  • Understanding of service business ie. maintenance process
  • Technical understanding including product knowledge
  • Adept with WHS laws and legislation
  • Intermediate to advanced knowledge of Microsoft Office suite.  TSM an advantage
  • Physically fit and must have current driver's license


Special Competencies Required:

  • Time management and working to deadlines
  • Effective communication and building effective relationships
  • Well-developed organizational skills and ability to coordinate paperwork/reporting requirements
  • Efficient problem solving
  • Must be service orientated and have a passion for service and customer relations through a hands on approach
  • Ability to drive service efficiencies with both Technicians and Sub-contractors
  • Assertive with a positive attitude
  • Friendly, approachable and professional phone manner.

Key Performance Indicators [KPIs]:

  • Achievement of 40% Service margin
  • Achievement of 15% EBIT target
  • 30% FOPS
  • Service/labour efficiency, productivity and workmanship standards
  • WIP Management
  • Customer service – on time and in full
  • People management metrics (management level, LTI, absenteeism, turnover)
  • Compliance to all relevant policies and procedures including Safety.


A Manager has the primary duty of care to ensure the health and safety of workers (including sub-contractors) while they are at work in the business or undertaking. They are also responsible for ensuring work carried out does not carry risk to the health and safety of others, along with strict adherence to Safety Management Procedures and Policies





Required Level:

High School


Certificate in trades preferable



Additional Information:


Physical demands:

Physically fit, able to drive and travel within State

See attached last page



Confidentiality requirements:

Service Agreements and Rates/Fees



Travel requirements:

Frequent travel as required



On-call availability:

As required

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

NSW, AU, 2164

Production & Skilled Trades
Travel Required: 11%-30%
Mid-senior level