Ezytrail – Service Manager (Full Time) – Rocklea, QLD
Key Responsibilities
- Lead the day-to-day operations of the Service Centre
- Plan, schedule and allocate servicing and repair work
- Coordinate technicians, service staff and external contractors where required
- Monitor workshop workflow, productivity and job completion
- Ensure jobs are completed safely, efficiently and within agreed timeframes
- Maintain an organised, productive and professional workshop environment
Hands-On Servicing & Repairs
- Personally undertake servicing, diagnostics and repair work when required
- Diagnose mechanical, electrical and general caravan/RV issues
- Carry out repairs, adjustments, maintenance and rectification work
- Support technicians with complex technical issues and troubleshooting
- Conduct inspections and quality checks before vehicles are released
- Identify recurring technical issues and assist with root-cause resolution
- Ensure repairs meet company, manufacturer and safety standards
Customer Service
- Manage customer enquiries relating to servicing, repairs and technical issues
- Provide customers with clear updates regarding repair progress, costs and expected completion times
- Handle complaints and escalated service matters professionally
- Ensure customers receive a high standard of after-sales support
- Build long-term customer confidence through reliable and professional service
Parts, Warranty & Technical Coordination
- Coordinate parts requirements to minimise workshop delays
- Work closely with Parts, Warranty, Supply Chain and other internal teams
- Support warranty assessments and rectification work where required
- Liaise with China-based manufacturing, technical and supply chain teams regarding technical issues, parts and product improvement
- Communicate recurring product or quality issues to relevant stakeholders
Leadership & Performance
- Lead, coach and support technicians and service team members
- Set clear expectations around productivity, workmanship and customer service
- Monitor workshop performance and identify opportunities for improvement
- Reduce rework and improve first-time repair quality
- Support recruitment, onboarding and development of service team members as the operation grows
- Maintain appropriate WHS, workshop and company compliance standards
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