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