26 Nov, 6:00

After Service and Sales Manager (East Coast)

Inspire Success: Lead a motivated team to exceed targets.

Drive Loyalty: Build lasting customer relationships through exceptional service.

Deliver Excellence: Ensure efficient, high-quality outcomes that enhance growth.

Join Banlaw as After Sales & Service Manager (East Coast). Lead the team in service delivery whilst drive growth and customer satisfaction.

Banlaw has partnered with Verve Partners to recruit an After Sales and Service Manager (East Coast). Known for their innovative and reliable products, Banlaw is recognised for delivering cutting-edge engineering solutions and exceptional customer service to clients worldwide.

This role focuses on delivering timely, high-quality, and cost-effective service to customers, especially those with Service Level Agreements (SLAs). By driving customer satisfaction, maintaining profitability, and identifying opportunities for growth, you will play a vital role in ensuring operational excellence and strengthening Banlaw’s reputation for service reliability.

About Banlaw
Banlaw specialises in fluid transfer and asset intelligence solutions for industrial applications, offering innovative, reliable, and high-performing products. With a commitment to operational excellence and customer satisfaction, Banlaw has established a reputation for quality, integrity, and technical expertise. As the business continues to grow, Banlaw remains dedicated to maintaining its core values of teamwork, innovation, and operational excellence.

The Role
Reporting to the General Manager, Operations, the After Sales and Service Manager (East Coast) is accountable for ensuring high-quality, timely, and cost-effective service delivery. This includes maintaining profitability, delivering on SLA commitments, and enhancing customer relationships. The role also involves supporting new business growth through variations, SLAs, and projects.

You will leverage your service and maintenance expertise to plan and oversee service delivery while managing operational budgets and ensuring compliance with safety and industry standards. Additionally, this position supports the GM Operations with annual business planning, setting financial targets, and monitoring KPIs for the service team.

Key Responsibilities:

Team Leadership: Foster a collaborative and motivated team environment, providing clear direction, support, and mentorship to achieve organisational goals and drive continuous improvement
Service Delivery: Manage the efficient delivery of services to SLA and non-SLA customers, ensuring quality, timeliness, and profitability.
Customer Relationships: Build and sustain strong relationships with customers, ensuring satisfaction and identifying opportunities for additional services.
Operational Efficiency: Oversee the planning and scheduling of service activities, leveraging technology and resources to improve efficiency and customer outcomes.
New Business Development: Identify and develop opportunities for growth through variations, SLA expansions, and new projects.
Budget and KPI Management: Assist in setting financial targets, monitoring budgets, and tracking team performance against established KPIs.
Compliance and Safety: Ensure all service operations comply with WHS regulations, industry standards, and Banlaw policies.

Key Attributes We’re Looking For:

Customer-Centric Approach: A focus on delivering exceptional service and building long-term customer relationships.
Technical Expertise: Solid experience in service delivery, maintenance, and planning within heavy industry settings (e.g., mining, rail, or ports).
Business Growth Focus: Proven ability to identify and capitalise on opportunities for additional revenue streams through service variations and SLAs.
Operational Acumen: Strong organisational skills with experience managing budgets, monitoring KPIs, and improving processes.
Dynamic and Adaptable: Thrives in a fast-moving environment, with the ability to address challenges and opportunities effectively.

About You:

Proven experience managing teams, including recruitment, staff development, performance management, and fostering a high-performing culture.
5+ years’ experience in a Service and/or Maintenance position, including planning and scheduling of work and resources.
Extensive heavy industry site experience, such as mining, rail, or ports, with a strong understanding of operational demands.
Demonstrated success in managing and improving budgets, expenses, and revenue.
Excellent organisational, communication, and stakeholder management skills, ensuring effective collaboration and delivery.
Comprehensive working knowledge of safety regulations and industry standards to uphold compliance and best practices.

Benefits:

Service-Focused Role: Lead Banlaw’s East Coast service delivery, ensuring high-quality outcomes and customer satisfaction.
Growth Opportunities: Play a key role in identifying and delivering new revenue opportunities.
Collaborative Environment: Work with a supportive and innovative organisation dedicated to operational excellence.
Professional Development: Access opportunities for career growth and advancement.
Monthly BBQ breakfasts, mid-year and Christmas social events.
Bunnings and CommBank discounts, novated leasing, salary sacrifice options, and a company bonus scheme.
Take advantage of flexible work arrangements and a strong focus on career progression, and financial assistance for relocations.
Receive support through our Employee Assistance Program, salary continuance insurance, and annual engagement surveys to enhance workplace culture.
Benefit from gender-neutral paid parental leave (6 weeks for primary carers, 2 weeks for secondary carers, with a half-pay option).