Position:

Service Manager - MELBOURNE AUSTRALIA

Position Type:

Permanent / Full time - Salaried

Location:

Daimler Trucks Laverton - Melbourne Australia

Work Schedule:

40 hours per week

Position Overview

Are you ready to take the helm at the biggest and most prestigious dealership in the group? Daimler Trucks Laverton (Melbourne) is looking for a dynamic and results-driven Service Manager to lead our high-performing Service Department. Reporting directly to the General Manager, you will play a vital role in shaping our service operations, driving performance, and delivering exceptional customer experience. This is more than just a leadership role-it is your opportunity to take ownership, tackle challenges head-on, and advance your career with a global industry leader.

What we Offer

• Attractive Compensation: Earn a competitive salary.
• Ongoing Development: Access to continuous learning, including in-house and manufacturer-led training programs.
• Global Brand Exposure: Work with world-renowned brands like Mercedes-Benz, Freightliner, and Fuso.
• Career Growth: Long-term employment with clear pathways for advancement and professional development.
• Expert Mentorship: Learn from experienced industry leaders and subject matter experts.
• Modern Facilities: Operate in state-of-the-art dealership equipped with the latest diagnostic tools.
• Safety Commitment: Be part of a team that prioritizes the health and safety of every employee.
• Exclusive Benefits: Enjoy generous rewards, including discounts on health insurance, financial services, and novated lease options.

What Makes You a Great Fit:

• Experienced Leader: You have experience leading a service department-ideally in the truck industry-and know how to get the best out of your team.
• Safety First: You understand the importance of a safe, compliant workplace and lead by example to maintain high safety standards.
• Customer-Focused: You know that strong relationships drive success and are committed to delivering exceptional customer service every time.
• Problem Solver: You're quick to identify issues and take a hands-on approach to finding practical, effective solutions.
• Forward-Thinking: You're always looking for ways to improve processes, boost efficiency, and stay ahead of the curve.
• Team Player: You thrive in a collaborative environment and have a knack for motivating and supporting those around you.

Principal Responsibilities

Leadership & Team Management

• Leads, mentors and coaches a high-performing team to ensure success in the performance of their duties.
• Effectively communicates job expectations to the service team.
• Conducts frequent team meetings to ensure strong communication within department.
• Identifies and addresses trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction.
• Plans for and monitors the delivery of targets through individual recognition, performance reviews, people management and rewards.
• Assist with the recruitment and selection of talent.
• Supports the General Manager in actively identifying and communicating opportunities for improvement in the store; designs and implements training, strategies, policies, goals, and other resources to maximize productivity and morale.
• Models desired behaviors and contributes to creating a respectful work environment.
• Understands and enforces compliance with company policies and procedures.
• Builds genuine employee passion for all brands and champions elite customer service as follows:

Represent the organization in a professional manner using our core values to assist with making decisions and conducting business.

Participate and encourage a culture of continuous improvement in Business Strategy.

• Fully participates in the development of strategic priorities and the annual business planning/budgeting process for the Service Departments.
• Proactively manages departmental budget, including:

Direct involvement to meet or exceed all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit margins, and expense controls.

Regularly monitor actual performance to plan and ascertain reasons for variances.

Reviewing daily budget and department performance reports

Studying trends to determine how to increase profitability of department.

• Acts as a liaison between all departments.
• Direct involvement in the purchasing and maintenance of shop tools and equipment.

Sales and Marketing

• Maintains awareness of current and projected market conditions, develops, and implements appropriate strategies and programs necessary to attain the dealership's service objectives.
• Stay up to date with all technological advances in product and tooling.
• Contacts vendor representatives for assistance when the need arises Customer Experience
• Constant focus on developing, maintaining, and improving customer relations.
• Organizes customer visits and marketing opportunities for Service Department
• Manages customer maintenance contracts.
• Communicates and interacts with customers on all levels as it relates to such things as authorizations and repair order reviews.
• Resolves customer complaints and provides conflict resolution to customers.
• Visits customers on a regular basis.

Required Qualifications

• Minimum 8 years of experience as a Service Technician or comparable position in the dealership/trucking industry.
• Minimum 3 years demonstrated experience in successfully leading diverse teams.
• Strong verbal and written communication skills.
• Possesses analytical skills to evaluate data, make operational decisions and solve difficult problems with effective solutions using logic and methods.
• Possesses a strong understanding of business principles, and sound business judgement.
• Must be detail oriented with ability to multi-task and maintain a strong customer service focus and attention to detail, with Excellent customer service skills.
• Proficient with Microsoft Office Suite.
• Experience working in a customer service focused, high-volume, fast-paced environment.

Asset Qualifications

• Journeyperson Commercial Transport or Heavy-Duty technician.
• Experience working in a unionized environment.
• Training in Business Management or a related field.

About Velocity Vehicle Group

Velocity Vehicle Group (VVG) has just celebrated 25 years in operation and is Daimler Trucks largest truck dealership group globally. Velocity Truck Centres Australia, part of VVG, are locally managed and are the largest dealership group of Daimler Trucks in Australia. We sell and service Mercedes-Benz, Freightliner and Fuso trucks right across the country. Our core values of Speed, Value and Trust are at the heart of everything we do. We employ over 1,000 people across 19 locations around Australia and continue to be a key player in the Australian transport industry.

We are an equal opportunity employer.