Position: National Service Manager
Location:
Gold Coast (Full-Time, On-Site)
Salary:$130,000 + potential bonus/commission
About Us:
Our mission is ‘We make boating easy!’.
We specialize in providing premium dry-docking solutions for boating enthusiasts, whether it be large or small boats, or any type of Personal Water Craft (PWC). Our high-performance products are loved by customers across Australia, New Zealand, and internationally for their unmatched quality and delivering on our mission of making boating easy. We are a growing and, we are seeking a National Service Manager to lead our service operations and elevate the experience for our customers.
Role Overview:
The National Service Manager will be responsible for leading and managing the service department, ensuring seamless operations, exceptional customer experiences, and the on-going success of the team. You will oversee a team of full-time technicians and contractors across the country and in New Zealand, focusing on service delivery, maintenance, customer satisfaction, and team performance. This role is part of the senior management team, reporting directly to the leadership, and will require a hands-on approach to managing and growing the service department.
Key Responsibilities:
- Team Leadership & Coordination:
- Lead, mentor, and manage a team of technicians to achieve service excellence and revenue targets.
- Ensure all team members follow protocols, including taking photos, documenting work, and adhering to service guidelines.
- Conduct training for the team and hold them accountable for quality and performance.
- Service Operations Management:
- Coordinate product delivery to warehouses and ensure efficient scheduling of the service team using tools like ServiceM8 and HubSpot CRM.
- Manage and maintain a high standard of ongoing service and maintenance for customers.
- Drive proactive maintenance initiatives to upsell clients during routine service checks.
- Customer Relations:
- Build and maintain strong relationships with customers, ensuring exceptional service experiences.
- Handle both internal and external communications effectively to address customer needs and resolve issues.
- Department Growth & Strategy:
- Develop and implement strategies to grow the service department and increase revenue.
- Collaborate with senior management to align departmental goals with business objectives.
- Introduce and optimize processes to improve efficiency and service delivery.
Key Requirements:
- Experience:
- Proven experience in a service management role, preferably in the marine, automotive, or equipment service industry.
- Experience managing service teams and coordinating operations across multiple locations.
- Technical & Commercial Skills:
- A strong understanding of boating and marine equipment; owning a boat is a bonus.
- Technical knowledge of marine systems or dry-docking solutions is highly desirable.
- Commercially savvy with experience in achieving revenue targets and upselling.
- Software Proficiency:
- Proficient in using CRM systems (HubSpot preferred) and scheduling tools like ServiceM8.
- Comfortable with adopting and optimizing software for team operations and communication.
- Personal Attributes:
- Strong leadership and communication skills to engage with customers, technicians, and stakeholders.
- Highly organized with strong attention to detail.
- Proactive mindset with the ability to think strategically and act decisively under pressure.
Why Join Us?
- Impactful Role: Play a key part in growing and shaping our service department.
- Team Leadership: Lead a dynamic team of skilled professionals.
- Passion for Boating: Immerse yourself in an industry dedicated to boating enthusiasts.
- Senior Management Role: Be a key decision-maker and contribute to strategic business growth.
- Competitive Package: Attractive salary with potential bonuses and commission.
Start Date: June – July 2026
