Service Manager in Ayr

We’re seeking an experienced Service Manager to lead our agricultural workshop and drive high standards across customer service, team performance and operational efficiency. This is a great opportunity for someone who enjoys leading people, improving processes and delivering quality outcomes for customers.

About Us

The Brown and Hurley Group is one of Australia’s leading truck and agricultural dealerships, operating across 21 locations in Queensland and Northern New South Wales. As an Australian family-owned business with 80 years of industry experience, we specialise in the sale and service of heavy commercial trucks, trailers, and agricultural and construction machinery. Recognised with numerous industry awards, the Brown and Hurley Group is a trusted and leading supplier to Australia’s road transport and agricultural sectors.

About the Role

Based at our Ayr branch and reporting to the Branch Manager, you’ll be responsible for leading a high performing Service Department and delivering exceptional support to both internal and external customers. You’ll oversee the day to day workshop operations, mentor and develop your team, maintain strong relationships with customers and suppliers, and work closely with Parts and Sales to drive overall branch performance.

Key Responsibilities

• Leadership & Team Development
  • Lead, mentor and support Technicians, Apprentices and Service Advisors.
  • Build a positive, safety focused and customer centric team culture.
  • Oversee recruitment, onboarding and ongoing training for workshop staff.
  • Manage performance, identify skill gaps and ensure staff complete required OEM and internal training.
• Customer Service & Relationship Management
  • Deliver consistent, high quality customer service and communication.
  • Maintain strong relationships with customers, fleets and suppliers through regular engagement.
  • Resolve complex customer issues professionally and promptly.
• Workshop Operations
  • Manage daily workflow including scheduling, job allocation and technician productivity.
  • Ensure accurate diagnostics and repairs aligned with OEM standards.
  • Run daily production meetings to review job status, parts availability and deadlines.
  • Actively manage Work in Progress (WIP) to ensure timely invoicing and minimise aged WIP.
  • Maintain a clean, organised and compliant workshop environment.
• Quality, Safety & Compliance
  • Promote a “Right First Time” approach to minimise repeat repairs.
  • Monitor workmanship quality and investigate comebacks.
  • Ensure adherence to WHS, environmental and company safety requirements.
  • Monitor labour recovery, workshop profitability, job costing and key KPIs.
  • Control costs, overtime and resource allocation.
  • Identify opportunities to improve efficiency and grow service revenue.
  • Ensure accurate completion of job cards, time entries and warranty claims.

Skills & Experience

• Experience as a Service Manager, Foreman, Leading Hand or similar in agricultural, heavy vehicle or automotive dealerships.
• Strong technical knowledge of agricultural equipment (Case IH, New Holland) or heavy vehicles.
• Sound understanding of warranty processes, job costing and workshop KPIs.
• Confident leader with the ability to coach, motivate and develop staff.
• Excellent communication, problem solving and customer service skills.
• Strong organisational skills and the ability to manage multiple priorities.
• Proficient with dealership management systems (DMS), service tools and reporting systems.
• A continuous improvement mindset with a focus on efficiency and service excellence.

Qualifications

• Certificate III in Heavy Vehicle Mechanical Technology, Engineering (Fixed/ Mobile Plant) or similar.

What We Offer

• Supportive leadership team and strong organisational backing.
• Competitive remuneration package and performance bonus.
• Long-term career growth and development opportunities.
• Company car and fuel card provided.
• Work with Australia’s leading brands in a long-established, family-owned business.
• Access to health and wellbeing programs, plus retail, banking, and health insurance discounts.