Job Objective:

The Service Manager is responsible for leading and executing the operational service strategy for the Branch, ensuring outstanding service delivery to CAPS Australia’s customers. This role plays a critical part in driving revenue through effective resource management, service quality, labour optimisation, and a strong customer service focus.

The Service Manager oversees a technically skilled team providing service, maintenance, and repairs on a diverse range of industrial compressed air and power generation equipment. This role ensures the service team is well-resourced, competent, safe, and aligned with CAPS’ performance and compliance standards.

Duties and Responsibilities:

Operational Leadership

- Execute the branch service plan and drive team performance to meet service targets.

- Assign technical resources effectively to match workload and customer demand.

- Forecast workflow and proactively adjust plans to optimise labour recovery.

- People management

- Lead and coach a team of service professionals to maintain high levels of technical competency and customer service.

- Conduct performance reviews, provide regular feedback, and develop individual capability through mentoring and training.

- Support recruitment and onboarding of service staff in partnership with HR, ensuring alignment with business needs.

Customer Engagement

- Actively engage with customers through site visits, meetings, and communications to maintain service quality and build strong relationships.

- Prepare timely and accurate service quotes tailored to customer requirements.





- Ensure service delivery aligns with customer expectations and company standards.

Compliance & Safety

- Ensure all service operations comply with OH&S; legislation, company safety policies, and environmental regulations.

- Lead and promote a safety-first culture, including daily pre-starts, toolbox talks, and targeted safety initiatives.

- Maintain safe and clean workshop facilities and ensure service vehicles are fully operational and compliant.

Collaboration

- Work closely with the Branch Manager, Sales team, and Product Managers to align service delivery with business development and product strategies.

- Support product rollouts by communicating recommended service plans and technical knowledge to the technician team.

- Work closely with the Branch Manager, Sales team, and Product Managers to align service delivery with business development and product strategies.

Continuous Improvement

- Drive service quality improvements through process optimisation, skill development, and best-practice standards.

- Monitor service performance data and implement corrective actions where needed.

- All other duties as and when requested that are within your skills and abilities

Qualifications, Experience, Knowledge, Skills, and Abilities:

- Team Leadership: Builds trust, empowers others, and leads by example.

- Results-Oriented: Sets transparent goals and drives accountability to achieve targets.

- Customer Focused: Proactively seeks to understand and deliver on customer needs.

- Initiative: Anticipates challenges, develops solutions, and takes decisive action.

- Accountability: Holds self and others to high standards of performance and conduct.

📌 Service Manager (Newcastle)
🏢 Caps Australia
📍 Newcastle