Service Manager

O.T E $180,000

GWM | LDV | MG | Senior Leadership Position | Sydney

We are seeking an experienced, commercially driven and highly motivated Service Manager to lead and further develop our Service and Workshop operations across our GWM, LDV and MG brands.

Reporting directly to senior management, this is a key leadership position with responsibility for the overall performance, profitability, customer experience and ongoing development of service departments.

We are looking for more than a traditional Service Manager.

We want a leader who approaches Service with the same commercial drive and intensity that a strong Sales Manager brings to a sales department ,someone who understands the numbers, drives activity, sets clear goals, measures performance and builds a team that consistently delivers against benchmark.

Exceptional Service management is about more than running an efficient workshop. It is about generating opportunity, converting customers, maximising retention, improving productivity, driving gross profit and building a high performance culture across Service.

The Role

You will take ownership of the day to day and strategic performance of service department across our GWM, LDV and MG operations, with responsibility for Service, Parts, Workshop Operations and Customer Experience.

You will work closely with senior management to establish clear benchmarks, KPIs and performance expectations across all areas of the department.

A key performance expectation of this role will be to build and manage the operation to consistently achieve approximately 60 Repair Orders per day, while pushing to achieve a benchmark of approximately $220 to $240 gross profit per Repair Order.

This role requires someone who understands how to balance volume, gross profit, customer experience, productivity and workshop capacity and who can develop the people and processes required to consistently achieve these results.

Key responsibilities will include:

• Lead the overall performance of the Service departments across GWM, LDV and MG.
• Drive the operation towards a target of approximately 60 Repair Orders per day.
• Improve gross profit performance towards a benchmark of approximately $220–$240 gross profit per Repair Order.
• Drive departmental revenue, gross profit and overall profitability.
• Establish and manage clear daily, weekly and monthly KPIs.
• Benchmark departmental performance against manufacturer, group and industry standards.
• Develop measurable improvement plans where performance is below benchmark.
• Drive workshop traffic, repair orders, labour sales, Parts sales and customer paid revenue.
• Manage the Service department with a strong commercial and sales focused mindset.
• Ensure Service Advisors actively identify, present and convert legitimate customer opportunities.
• Drive booking activity and ensure available workshop capacity is effectively utilised.
• Develop strategies to increase customer paid servicing and repair work.
• Improve customer retention, repeat servicing and future booking performance.
• Maximise Parts, accessory, tyre, wheel alignment, air-conditioning and other upsell opportunities.
• Drive departmental gross profit without compromising customer trust or service quality.
• Develop and manage budgets, forecasts, financial targets and departmental performance plans.
• Analyse daily and monthly performance and respond quickly where targets are not being achieved.
• Drive technician productivity, efficiency and labour utilisation.
• Improve workshop workflow, vehicle throughput and repair turnaround times.
• Ensure workshop capacity and staffing levels are aligned with business requirements.
• Lead, coach, mentor and hold accountable Service Advisors, Technicians personnel and support staff.
• Set clear individual and departmental performance expectations.
• Build a culture where KPIs are understood, measured and actively managed.
• Conduct regular performance reviews with team members against agreed targets.
• Build a strong performance culture focused on accountability, teamwork and results.
• Maintain high standards of customer communication throughout the repair process.
• Monitor customer satisfaction and manufacturer CSI performance.
• Implement strategies to continuously improve the end-to-end customer experience.
• Ensure manufacturer warranty processes, policies and standards are consistently followed.
• Maintain strong compliance, safety and operational standards throughout Fixed Operations.
• Work closely with New Vehicle and Used Vehicle departments to maximise internal workshop and reconditioning opportunities.
• Identify inefficiencies and implement practical process improvements.
• Provide senior management with clear reporting on results, KPIs, opportunities and areas requiring action.

KPI & Benchmark Focus

This role will suit someone who enjoys working with numbers and understands that performance must be measurable.

Key operating benchmarks include:

• Approximately 60 Repair Orders per day.
• Gross profit benchmark of approximately $220–$240 per Repair Order.
• Strong labour utilisation and technician productivity.
• Effective workshop capacity utilisation.
• Consistent customer paid growth.
• Strong Parts and labour gross performance.
• Improved customer retention and future bookings.
• High customer satisfaction and CSI performance.

You will also be expected to actively manage:

• Daily and monthly Service bookings.
• Repair Order volume.
• Labour sales and labour gross profit.
• Gross profit per Repair Order.
• Technician productivity.
• Technician efficiency.
• Labour utilisation.
• Workshop capacity utilisation.
• Customer paid work.
• Warranty performance.
• Internal work.
• Customer retention.
• Future service bookings.
• Service Advisor conversion and upsell performance.
• Customer satisfaction and CSI.
• Departmental expenses and net profitability.
• The successful applicant will understand that 60 Repair Orders per day and $220–$240 gross per Repair Order cannot be achieved by simply increasing bookings.