Service Manager - WA

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

JOB SUMMARY:

Reporting to the Regional Operations Manager, the Service Manager will oversee all aspects of the Service Department, including the efficient management of workshop operations, field service & coordination, parts processing and customer service.

This role also acts as the primary responsible point of contact for the site, ensuring smooth day-to-day operations and a strong connection between customers, technicians, and internal departments.

The Service Manager will lead and support service staff, promote a strong safety culture, and drive operational excellence, customer satisfaction and business efficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

These duties are not intended to be all-inclusive. Other duties may be assigned as required.

• Serve as the primary point of contact for all matters related to the site, including customer interactions, internal coordination, and operational updates
• Lead, support, and manage the service team, including Workshop technicians, Field Service technicians and Trades assistants
• Empower, coach and develop both Workshop Leading Hands and Field Service Team Leaders to help manage their applicable business units. 
• Ensure policies and procedures are understood, applied, and complied with across service operations
• Support Field Service Coordinator/s around service technicians and schedule on-site jobs where required
• Oversee and assist the Field Service Coordinator/s for timely coordination of JLG Field Service Technicians, maintaining a high recovery and utilization rate
• Allocate service work orders to workshop technicians and monitor job progress
• Review and verify technician timesheets and Baseplan entries weekly
• Ensure Pre-Delivery Inspection (PDI) documentation is completed and submitted in a timely manner for invoicing
• Liaise with customers, service staff, and parts department to ensure timely and efficient job execution
• Manage stock levels, bin maintenance, and cyclic stocktakes as needed
• Support parts ordering, processing, and receipting of goods related to service and PDI work
• Generate and manage workshop retail and internal service quotes and jobs
• Process parts sales orders and customer credits accurately and efficiently
• Build and maintain strong relationships with internal and external stakeholders, ensuring high levels of customer satisfaction
• Monitor industry trends and share insights with the management team
• Ensure full compliance with HSEQ (Health, Safety, Environment & Quality) standards and participate in toolbox talks and safety meetings
• Provide ongoing training, leadership, and performance management to service team members
• Participate in general administrative tasks and site-wide support activities as required

MINIMUM QUALIFICATIONS:  

• Strong leadership and interpersonal skills with a proven ability to lead a service team
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work towards deadlines
• Solid organisational and time management abilities
• Basic to intermediate computer proficiency (preferably in ERP systems like Baseplan)
• Understanding of workshop operations and customer service delivery