| Service Operations Manager |
| New Plymouth, Full Time, Trades & Services |
| Please Quote Reference Number 17350 |
| Lead, Structure and Grow a High-Performing Service Team |
| Competitive remuneration package on offer |
| Family owned and operated business |
Pace Power & Air is a well-established and growing provider of industrial equipment and service solutions across New Zealand. We represent leading brands including JCB Power Products, Kaeser Compressors, and Kärcher Cleaning Equipment.
As part of our continued growth, we are restructuring our service division to build a more efficient, scalable, and customer-focused operation. We are looking for a hands-on Service Operations Manager to lead this transformation.
About the Role
This is a key leadership position responsible for the performance, structure, and delivery of our service function.
You'll take ownership of:- Service team performance and technician productivity
- End-to-end service delivery and job execution
- Customer experience and issue resolution
- Service systems, workflows, and continuous improvement
This role is ideal for someone who enjoys bringing structure to operations, leading from the front, and driving accountability and results.
Key Responsibilities
Service Delivery & Operations:- Oversee daily service operations and job flow
- Ensure jobs are properly planned, resourced, and executed efficiently
- Review and approve jobs prior to invoicing
- Act as escalation point for technical and customer issues
- Enforce job readiness standards before scheduling
Leadership & Team Management:- Lead and support field service technicians
- Monitor utilisation, billable hours, and performance
- Conduct toolbox and performance meetings
- Drive training, development, and capability building
Planning & Coordination Oversight:- Work closely with:
- Service Coordinator (customer communication & scheduling)
- Service Planner & Parts Coordinator (job readiness & supply) - Ensure jobs are scheduled promptly to meet customer expectations, while enforcing that all jobs are fully prepared before technician attendance.
Customer & Commercial Management:- Manage key service accounts and escalations
- Scope service jobs and prepare quotations
- Prepare service contracts, renewals, and preventative maintenance planning
- Monitor service margins, labour efficiency, and profitability
Systems & Continuous Improvement:- Build and improve structured workflows and systems
- Drive accountability and reporting across the service team
- Manage Product Warranty Processes
About You
You are:- A strong organiser and problem solver
- Experienced leading service teams or technicians
- Calm under pressure and decisive
- Able to hold people accountable in a constructive way
- Commercially aware (productivity, margin, efficiency)
- A clear and professional communicator (written and oral)
Experience in a mechanical or electrical service environment will be highly regarded.
What We Offer:- A key leadership role with real influence
- Opportunity to shape and improve systems in a growing service operation
- Family owned and operated business
- Competitive salary & growth opportunities
Apply
If you're ready to take ownership of a growing service division representing premium brands, and make a real impact, we'd love to hear from you.
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| Please Quote Reference Number 17350 |
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