About the Job:
We are seeking an experienced and hands‑on Aftersales Manager to lead and develop our aftersales service operations across Australia. Reporting to the Deputy GM, you will be responsible for managing a team of service technicians, overseeing workshop and field service operations, driving parts and service sales, and ensuring that our customers receive world‑class support for their Heli forklift fleet.
This is a leadership role that requires a blend of technical expertise, commercial acumen, and people management skills. You will be the key driver of customer satisfaction, warranty management, and service revenue growth. We are looking for someone who is strategic yet willing to get their hands dirty – comfortable visiting customer sites, diagnosing complex issues alongside technicians, and building strong relationships with key accounts
What you'll do?
- Manage daily service operations – oversee workshop, field service, and planned maintenance, and assign tasks to technicians to ensure efficient service delivery.
- Monitor and improve service KPIs – track response time, first‑time fix rate, and customer satisfaction, and drive continuous improvement.
- Ensure resources and tools are fully equipped – manage van stock, tooling, and service equipment so technicians are always ready for jobs.
- Lead and develop the service team – coach field and workshop technicians, create training plans to close skill gaps, and promote a safety‑first culture.
- Handle customer complaints and technical escalations – act as the escalation point for complex issues, conduct regular customer visits, and support the sales team with equipment handovers and customer training.
- Manage the end‑to‑end warranty claims process – handle fault diagnosis, liability assessment, claim review, and old parts return, while tracking warranty costs and reporting quality issues.
- Drive parts and service sales – proactively present repair and service quotes to customers, secure orders, and collaborate with the parts department to maintain adequate inventory.
- Complete reporting and administration – maintain service logs and equipment fault records, report on performance and customer satisfaction to management, and manage the service department budget and cost control.
What we are looking for:
- Tertiary qualification in Mechanical Engineering, Automotive, Business, or a related field (desirable).
- Minimum 5+ years of aftersales/service management experience in the forklift/material handling equipment industry.
- Proven experience leading, coaching, and developing a team of service technicians.
- Solid knowledge of forklift mechanical structures, hydraulic systems, and electrical components (batteries, motors, controllers).
- Hands-on experience in warranty management and end-to-end claims processing.
- Strong diagnostic and problem-solving skills for complex technical issues, combined with intermediate to advanced computer literacy.
- Ability to prepare service quotes, reports, and budgets with commercial acumen.
- Hands-on and practical; strong leadership and communication skills; self-motivated, resilient under pressure, and willing to travel nationally.
What do we offer:
- Permanent full‑time contract
- Competitive remuneration package: Base Salary + Superannuation /Bonus
- Fully maintained company vehicle + mobile phone + laptop + uniform
- Opportunity to work with a growing, locally‑focused team that values innovation and customer centricity
- Professional development and industry event participation
Pay: $110,000.00 – $170,000.00 per year
Benefits:
- Company car
- Salary packaging
- Travel reimbursement
Work Location: In person
