Director of Operations - Parts & Service

• Lead the ANZ Parts & Service team & Drive aftermarket growth and customer support
• Salary on offer up to $200k + Super
• Located in Western Sydney

An opportunity to lead a high-impact Australia and New Zealand (ANZ) Parts and Service operation has become available with an established manufacturer and supplier of premium heavy capital equipment. Our client is looking for an experienced General Manager of Operations to help develop a capable technical team and drive exceptional customer, operational and commercial outcomes across a premium heavy equipment portfolio.

Reporting to the General Manager of ANZ, you will be responsible for the operational and commercial performance of the Parts and Service Departments across ANZ, acting as a key escalation point for complex technical and customer matters while ensuring the business delivers responsive, high quality support to distributors, key accounts and end user customers.

Key Responsibilities:

• Lead, coach and develop the ANZ Parts and Service teams, creating a high performing, accountable and customer focused culture.
• Manage the operational and financial performance of the department, including P&L, revenue, operating costs, service billing, inventory, travel budgets and business plan delivery.
• Drive aftermarket growth through spare parts sales, field service activity, maintenance agreements, service inspections, upgrades and equipment modernisation opportunities.
• Provide senior level technical guidance for complex commissioning, troubleshooting, diagnostics, repair and warranty matters involving heavy capital machinery.
• Support and develop distributor capability through technical training, product support programs and practical guidance on commissioning, maintenance and repair.
• Build strong working relationships with customers, distributors, key accounts and internal sales leaders to improve customer outcomes and identify commercial opportunities.
• Analyse recurring technical and service issues, identify trends and implement practical improvements to reduce future equipment, maintenance and customer support concerns.
• Champion safety, compliance and best practice service standards, including support for incident investigations and product related safety matters.
• Provide regular reporting on order intake, billing, warranty, inventory, operational performance, budget variances and business plan objectives.
• Travel regularly throughout Australia/ New Zealand including regional or remote customer locations.

Key Capabilities:

• Proven experience leading a Parts and Service, Aftermarket, Product Support, Technical Service or Service Operations function within heavy machinery or capital equipment.
• Strong technical understanding of mechanical, hydraulic and electrical systems.
• Experience diagnosing, commissioning, maintaining or repairing cranes, lifting equipment, mobile plant or comparable heavy machinery.
• Demonstrated people leadership experience, including coaching, performance management and building capable technical or operational teams.
• Strong commercial acumen, with experience managing budgets, revenue, P&L, inventory and operational performance.
• A customer focused mindset and the ability to manage complex relationships with distributors, dealers, key accounts and end user customers.
• The ability to prioritise competing operational demands, solve problems calmly and lead teams through technical or people related challenges.
• Relevant engineering, mechanical or technical qualifications; an Engineering Degree will be highly regarded.
• Flexibility and willingness to travel extensively across ANZ, including to regional and remote sites.

Why This Role?

• Take ownership of a strategically important ANZ Parts and Service operation.
• Lead a technically specialised team supporting premium heavy machinery.
• Combine technical problem solving, people leadership and commercial accountability in a role with genuine influence.
• Build strong relationships with customers, distributors and internal stakeholders across ANZ.
• Influence service capability, safety standards, customer experience and aftermarket growth.
• Join a stable, globally backed business with a respected product portfolio and strong long term market presence.
• Attractive remuneration package, with additional benefits to be discussed with shortlisted candidates.

How to apply:
Please apply by submitting your resume (in Word format) via the "Apply Now" tab to be considered for the role.

What next:
Applications will be reviewed for this role and only suitable applicants will be contacted.
We also encourage you to visit our website and create a job alert that will immediately flag you when new opportunities appear https://www.alexanderappointments.com.au/job-alerts