About the role

This role ensures efficient delivery of technical services, optimal resource scheduling, customer satisfaction and administrative accuracy. The Service Manager plays a key leadership role in driving service excellence, safety compliance and continuous improvement across service operations. The Service Manager is responsible for overseeing the daily operations of the service team, including field service technicians and service administrators.

Role Title: Service Manager

Location: Cardiff NSW branch

Hours: Monday – Friday, Full Time Permanent

Reporting: Regional Manager - Northern NSW

Essential Skills & Qualifications

• Ability to coach, mentor, and foster a high-performance, safety-focused team culture
• Strong skills in managing technician workloads, scheduling jobs efficiently, and ensuring service KPIs
• Proven ability to manage key client relationships and handle stakeholder communications with professionalism and responsiveness
• Understanding of technical service delivery processes, including breakdown repairs, preventative maintenance, and service call resolution
• Competence in supervising service administration, ensuring accurate documentation, job bookings, invoicing, and compliance with regulatory and internal standards
• Ability to identify performance gaps, analyse operational data, and implement improvements across service workflows

Duties & Responsibilities

• Provide leadership and day-to-day management of the service technicians and administration team, ensuring efficient coordination of all breakdown repair activities across the Tasmanian service region, with a focus on delivering high-quality customer service and timely resolution of issues
• Manage technician workload allocation, monitor individual and team performance, and support ongoing skills development to maintain a high-performing service team
• Deliver training, coaching and performance management initiatives to drive accuracy, productivity, and timely service delivery across both field and administrative functions
• Identify and implement continuous improvement opportunities across service operations
• Monitor key metrics (response times, first-time fix rates, SLA compliance) to ensure service standards and ensure all field activities comply with WHS/OHS regulations, company policies and industry standards

Benefits

• Employee discounts on Aidacare health equipment products and services
• Quarterly incentive scheme
• Employee Assistance Program to support mental wellness
• Benefits package includes discounts for retail, insurance, gym and more
• Comprehensive training program to equip you with the necessary skills and knowledge
• Fuel card for travel, car allowance and work mobile provided

How to apply

Please submit your application by clicking "Apply Now". Join our team at Aidacare and help us create memorable experiences for our valued customers!

About the company

Aidacare is one of the leading players in the Healthcare Equipment Industry, we pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Aidacare has 1,300 staff and over 90 locations across all states and territories in Australia.