Division/Company/Entity:

PDS Australia

Job Title:

PDS Service Manager

Location:

Site Specific Location

Department:

AAES PDS Division

Reports to:

PDS Service Operations Manager

Supervisory responsibilities:

Yes

Number of reports:

Direct – 15-25 (varied per State)

Location of reports:

1. Service Technicians
2. Service Planners

Status:

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 &

Responsibilities:

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.

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

Education:

Required Level:

High School

Other:

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