Rheem is a global manufacturer of heating, cooling and waterheating equipment, we’re innovating new ways to deliver a greatcustomer experience while saving energy, water and supporting amore sustainable future.
At Rheem, we believe that great work begins with great values.We listen to understand, contribute respectfully, think creativelyand act with responsibility. These principles guide everything wedo, and we’re looking for people who share them.
Join Rheem and help shape the future of products that impactpeople's lives every day!
Why work for us
- Work with an iconic Australian brand, market leader andlocal manufacturer
- Opportunity to lead and transform a strategically importantnational function
- Significant exposure across the boarder Rheem Business anda member of the Sales & Marketing Leadership Team
- Great team environment
- Flexible hybrid working arrangements
- Discounts on our products for you, your friends andfamily
- Retail benefits and discounts
- Salary sacrificing options
- Subsidised Canteen & Free on-site parking at our Rydalmereoffice
The role
As National Service Manager, you will lead Rheem's NationalField Service, Technical Support and Spare Parts functions withresponsibility for more than sixty employees.
This is more than a traditional technical service leadershiprole.
Reporting to the Group General Manager - Sales & Marketing, youwill be responsible for both running today’s service organisationand shaping the service organisational of the future, combiningstrong operational leadership with strategic thinking, customerfocus and business transformation.
You will lead an experienced, technically skilled workforceoperating across plumbing, water heating, electrical and HVACenvironments. You do not need to be the most technically qualifiedperson in the room. You will, however, need curiosity and learningagility to quickly understand a complex technical environment, earnthe respect of experienced trade professionals and make sounddecisions with their expertise.
You will use customer insight, data, technology and processimprovement to lift service performance, strengthen capability andaccountability, and identify opportunities for Technical Service tocontribute more broadly to customer loyalty, brand reputation andprofitable growth.
For an ambitious and high-potential leader, the role alsoprovides exposure to a broad range of commercial, customer, productand operational challenges across the Rheem business.
Key Responsibilities
- Lead and develop Rheem's National Field Service, TechnicalSupport and Spare Parts functions, creating a high-performance,customer-focused culture.
- Take ownership of service performance, productivity,customer satisfaction, safety, cost and P&L outcomes.
- Shape and execute Rheem's longer-term service strategy andoperating model, balancing immediate operational performancewith future capability.
- Lead the continued transformation of service throughdigital technology, data, automation, field service managementsystems and process improvement.
- Identify and address the root causes of service andwarranty demand, working collaboratively across Product,Quality, Manufacturing, Sales, Marketing and otherfunctions.
- Build organisational and technical capability throughstrong leadership, talent development, coaching and successionplanning.
- Champion safety, compliance and best-practice servicedelivery across employees and service partners.
- Develop meaningful performance measures and use operationaland customer data to identify opportunities for improvedservice, productivity and customer experience.
- Lead the national Spare Parts function to grow sales,improve profitability, availability and the customerexperience.
- Manage complex customer and operational issues with soundcommercial judgement.
- Build strong relationships with technicians, plumbers,contractors, customers and other stakeholders across thebusiness.
- Challenge established ways of working and develop newapproaches that improve customer outcomes and createsustainable competitive advantage.
About You
You are an accomplished and operational leader who combinesoperational discipline with strategic thinking and strong peopleleadership.
What matters most is your ability to learn quickly, leadexperienced people, solve complex problems and translate strategyinto operational results.
To succeed in this role, you will bring:
- A relevant university degree, with engineering, business,commerce, operations or related disciplines particularlyrelevant.
- Extensive experience in leadership, operations, service,field service or another relevant customer-facing operationalenvironment.
- Demonstrated ability to lead and develop geographicallydispersed teams and frontline leaders.
- Strong strategic and analytical capability, coupled withthe ability to remain close to operational execution.
- Strong commercial acumen and experience managing financialperformance and operational trade-offs.
- A track record of materially improving operationalperformance and leading organisational or businesstransformation.
- High learning agility and intellectual curiosity, with theability to quickly understand unfamiliar technical products,systems and business problems.
- Strong customer orientation and an understanding of howservice experience contributes to customer loyalty and brandreputation.
- The confidence and humility to lead experienced technicalprofessionals without needing to possess greater technicalexpertise than they do.
- Strong stakeholder management, communication andinfluencing capability, including the ability to operateeffectively from frontline teams through to seniorexecutives.
- Strong safety leadership and an understanding of WHSresponsibilities.
- Experience using technology, data and digital platforms totransform operational performance.
Experience within plumbing, water, hot water or associatedservice environments will be particularly well regarded, followedby experience in HVAC, electrical, refrigeration, building servicesor other complex technical-service environments.
Experience with field service management platforms such as SAPFSM will also be advantageous.
A plumbing, electrical or HVAC trade qualification is notessential for this position. Rheem already has significanttechnical expertise within the organisation. We are looking for aleader who can bring the best from that expertise while building anincreasingly customer-focused, commercial and high-performingservice organisation.
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National Service Manager in Sydney employer: Rheem Australia
Rheem Australia is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within the plumbing and building solutions sector. With a strong focus on employee growth, we provide ongoing training and development opportunities, ensuring our team members thrive in their careers. Located in Sydney, our Rydalmere office is not only a hub for professional advancement but also a supportive environment where your contributions are valued and recognised.
