The National Service Manager is a key leadership role responsible for driving operational excellence, customer satisfaction and profitable growth across the service organisation. Working as part of the Country Leadership Team, you will partner with Sales and the Country Manager to expand service market share, maximise customer value and deliver industry-leading service performance.
With accountability for field service engineers, workshop operations and service support teams, you will lead a high-performing organisation focused on safety, responsiveness, technical excellence and commercial success. This is an opportunity to shape strategy, develop talent and directly influence business growth and customer outcomes nationwide.
- Technical qualification, such as a degree in engineering or equivalent.
- Knowledge of or capability to learn about valves, actuators and digital control systems.
- Be confident with the application of management skills, such as those used in project management and site team management.
- Be well-versed in long-term planning roles, having experience of strategic thinking, business planning, project management, resource coordination and knowledge of operational excellence models.
- Experience of working for at least 5 years in a service/practical engineering environment.
- Ability to read and understand electrical, pneumatic or hydraulic schematics.
- Demonstrates an above average mechanical and electrical aptitude.
- IT proficient – Service software and Microsoft Office.
- A willingness and ability to travel.
- P&L management
Key Responsibilities:
- Ensures that the service team comply with all Rotork health and safety policies and procedures together with the applicable legislation in addition to the adherence to health and safety policies and procedures applicable at customer sites.
- Service financial responsibility inclusive of reporting accuracy, forecasting, utilisation, profit and loss, and business planning.
- Achievement of budgeted / forecasted growth targets.
- Promote a solutions-oriented mindset throughout Rotork and with clients and expand on current capabilities to deliver valued services which will differentiate Service from the competition. i.e. any brand repair, network integration, subcontracting, asset management, etc
- Develop subordinates for current and future Service needs and to support the development beyond the current skillset.
- Lead, manage and motivate the team through performance reviews, to ensure maximum accuracy, efficiency and utility within the territory.
- Manage projects within the Service Department, including the workshop and retrofit areas, using the Company’s processes and procedures to meet turnover, cost, profit and agreed budget goals.
- Function as an integral part of the country management team
- Work to develop improved methodology, processes and shared best practices.
- Ensure that departmental resources are properly planned and co-ordinated and that customer needs are met as time and cost effectively as possible. This includes ensuring the timely arrival of materials required to perform service work.
- Drives utilisation expectations while controlling overtime.
- Ensures sales opportunities are handled timely and properly to assist the sales team in order conversion for project or day-to-day service work.
- Utilises local and corporate metrics to drive performance and meet the goals.
- Performs initial reviews of customer service contracts, master service agreements, etc. for compliance with our terms and conditions.