Service Manager (VIC/SA/TAS)

WIRTGEN AUSTRALIA is a member of the WIRTGEN GROUP, an internationally operating group of companies in the construction machinery sector incorporating the traditional product brands: WIRTGEN, VÖGELE, HAMM, KLEEMANN and BENNINGHOVEN with their brand headquarters in Germany.

As technological leader, we can offer our customers mobile machine solutions for road construction and road rehabilitation, plants for mining and processing minerals or recycling material and for the production of asphalt.

We are seeking for a full-time position a

Service Manager (VIC/SA/TAS)

Location: Wirtgen Australia Pty. Ltd., Dandenong South VIC 3175, Australia

Responsible for region: VIC/SA/TAS

A relocation package is available for this role. The Service Manager is responsible for managing the sustainability of the local service business to ensure a profitable and superior level of service for customers across the entire Wirtgen Group product range. This includes overseeing the daily operations of the service & warehouse department, monitoring, and managing performance from financial, team and customer perspectives and providing internal and external technical assistance as required.

Service: Primary Role Responsibilities

• Coach and mentor, all Service staff with regards to efficiency, productivity, rework and gross margin;
• In collaboration with the Service Supervisor or Leading Hand prioritise, schedule, co-ordinate and monitor Service Technician’s daily work bookings;
• Develop and provide service quotations to customers as required;
• Co-ordinate and manage external contractors as required;
• Liaise with the Sales Department on new machine builds and schedule in works;
• Co-ordinate the commissioning and training of new machine sales;
• Complete SAP service transactions required of the service process - provide Service Technician’s with complete job sheets and any subsequent information required for a booking;
• Proactively liaise with customers to ensure service satisfaction is of a high standard and ensure customers are informed of any delays or issues that may affect their service request;
• Diagnose machine issues or customer complaints and assist in finding solutions;
• Conduct machine inspections and develop a scope of repairs as required;
• In collaboration with the Service Supervisor or Leading Hand review all Service Job Reports for accuracy and completeness concerning parts, lubricants, consumables and labour, and approve the release of equipment for delivery to the customer;
• Ensure all relevant documentation is accurately filled out and delivered in a timely manner;
• Have regular meetings with the Service Supervisor or Leading Hand to review department efficiency, profitability, customer and or employee matters;
• Ensure all internal/external work orders are completed for billing in a timely manner and that external orders meet or exceed Wirtgen’s profitability targets;
• Co-ordinate and monitor an effective, efficient and safe After Hours Call Out Service for emergency breakdowns;
• Monitor financial and contributing factor performance of the service business in alignment with the company’s objectives and guide actions for improvement;
• Develop, negotiate and secure service agreements with new and existing customers to increase service business;
• Troubleshoot any customer issues or complaints, then identify and implement resolutions;
• In collaboration with the Service Manager Australia & New Zealand source best value providers of goods and services required by the service business;
• Make recommendations to the relevant OEM Product Support Managers and Service Manager Australia & New Zealand for necessary training and/ or general staff requirements;
• Ensure the workshop and service vehicles are kept maintained to a high standard and ensure the use and maintenance of all workshop equipment is in accordance with working specifications and conditions.

Warehouse: Primary Role Responsibilities

• Organise/plan available resources & manage shifts to deal with expected workloads.i.e., annual stocktake or personnel absences;
• Ensure the warehouse/yard is clean & tidy with high standards of safety & efficiency;
• Provide ongoing feedback to Service Manager Australia & New Zealand for warehouse efficiency and layout improvements;
• Ensure all parts are warehoused & stored in a safe, methodical & professional way;
• Have regular meetings with the Warehouse Leading Hand to review department efficiency and to ensure that daily processes and procedures are being followed accurately;
• Where applicable to the component ensure stock rotation is being managed appropriately using the FIFO (First In, First Out) principle;
• Report any inventory damage or quantity discrepancies to the Parts Manager Australia & New Zealand.

General: Primary Role Responsibilities

• Conduct annual performance reviews with all direct reports to ensure professional and personal development plans are implemented and monitored;
• Provide ongoing feedback and input to the Service Manager Australia & New Zealand regarding potential issues and improvements to processes;
• Facilitate and/or participate in monthly toolbox/safety meetings;
• Proactively seek and participate in available company trainings such as e-trainings, to develop and advance knowledge base and skill set;
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service;
• Conduct and present yourself in a professional manner in line with Company policies and the Business Code of Conduct to present a positive image on behalf of the Company;
• Always ensure correct use and maintenance of Personal Protective Equipment (PPE) and that Government Work Health & Safety (WHS) regulations are met;
• Responsible for ensuring that sound and safe business practices and processes are implemented and continuously improved to achieve ethical business objectives effectively and efficiently;
• Ensuring that all direct reports have the appropriate licencing, qualifications and/or skills to safely operate heavy or specialised equipment required for their role;
• Manage the evaluation, allocation of physical and financial resources and administer the hiring, development, and training of human resources;
• Ensuring that the company’s reputation and image in the community are consistent with Wirtgen’s core values, and that business relationships with all stakeholders are not compromised;
• Make recommendations to Service Manager Australia & New Zealand for capital expenditures;
• Monitor and approve timesheets for direct reports daily;
• Perform other duties as required by the Service Manager Australia & New Zealand.

The Requirements

The incumbent is required to hold and/or demonstrate the following;

Qualifications and Experience

• Australian/New Zealand recognised trade qualification (Mechanical or Electrical);
• Minimum 5 years’ experience within a Supervisory/Managerial role;
• Current and valid driver’s licence for applicable state and/or country;
• Strong computer skills with ability to operate Outlook and in-house service programmes;
• Strong interpersonal and phone skills, proven ability to develop rapport with others and form lasting working relationships;
• Advanced communication skills, proven ability to convey information in both verbal and written formats as appropriate for the needs of the target audience;
• Must be able to work under pressure and to a deadline in some situations;
• Clear problem solver, proven ability to apply logic or reasoning to review information, identify problems, their causes, evaluate options and select the best solution;
• High level of organisational skills, including high attention to detail;
• Proven ability to coach and mentor staff;
• Previous experience in the operation and maintenance of heavy machinery, in particular Wirtgen Group brands;
• Demonstrable understanding of business cost drivers and options for improving financial outcomes.

The Successful Applicant

The person who will succeed in this role will;

• You hold the safety of yourself and your colleagues as the highest priority in all your work;
• You like to use your initiative but can work within a prescribed framework and to deadline;
• You remain customer focused and can communicate professionally with the client as well as with management and staff;
• You take pride in your work and thrive on the challenge of producing quality work consistently;
• You enjoy working within a team but can also work successfully on projects alone;
• You thrive on problem solving and troubleshooting.

If you would like to learn more about the Wirtgen Group visit our website https://www.wirtgen-group.com/en-au/company/wirtgen-group/

If you have the relevant qualifications, experience and motivation to be part of a highly successful company, please

email your application

Applications will only be accepted until close of business, Friday 6 November 2026.