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Team Leader, Maintenance Control


Sydney, New South Wales, Australia

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Job Posted: 19/09/2017

Job Category:

Trades & Services / Supervisor / Leading Hand

Job description:

This role is responsible for ensuring that all passenger and commercial vehicles owned or managed by the company across all states are maintained to manufacturer recommendations in the most cost efficient manner The aim is to minimise vehicle maintenance expenditures without compromising the quality of repairs and security of drivers thereby enhancing client relationships and ensuring optimum value for money to the business The incumbent will be required to manage and educate a national network of maintenance outlets to ensure a high standard of service at fair and reasonable cost Success will be measured by responsiveness to internal and external customers improvement in cost efficiencies effective resourcing and contingencies during peak periods This role will also require occasional interstate travel to client sites supplier and fleet forums
KEY CONTACTS Sales and Customer Service Internal Pricing and Risk Procurement In Life Services Accounts Payable Remarketing Clients External Customers Suppliers & Dealerships Various Fleet forums Original Equipment Manufacturers (OEM s) Version 4 0 Feb 2017 McMillan Shakespeare Group Position Description




Overseeing Maintenance Controllers activities on a daily basis to ensure prompt problem resolution and cost effective service and repairs by providers Review resourcing and workload on a daily basis to ensure optimum service to customers Plan resourcing contingencies in advance for the team based on annual cycles Project Manage integration of new clients into the Maintenance department and ensure effective servicing of clients from their onboarding Develop and maintain close networks and working relationships with suppliers service outlets manufacturers clients and internal stakeholders to facilitate optimum service and maintenance results for the client and the business Lead coach counsel the team towards superior performance and celebrate success Foster good communication and team work within the function and across other functions Proactively educate clients external providers and internal teams on the parameters of specific repair contracts in order to effectively control costs Contribute to profit by negotiating with dealers manufacturer s warranty claims outside standard guidelines and by continually reviewing and controlling the authorisation of labour and parts pricing Manage repair escalations within agreed discretions and apply a no surprises approach to any significant costs incurred by the company Contribute to the competitiveness of the organisation by being alert to changes in the market place and keeping management informed of trends Review team activities in light of the business strategy and plan contingencies or make recommendations at a business level regarding any continuous improvement measures Identify development gaps in staff skills and prioritise measures to upskill or cross skill individuals Develop reporting that measures the efficiency of the team cost benefits achieved and forecasts Implement group policies and procedures and keep abreast of developments within the group which impact staff Revise or develop standard procedures to improve the productivity and efficiency of the function as the business grows or changes Tailor standard procedures to cater for specific customer requests around management of specialised fleets Develop and implement effective systems of operation with continuous improvement in mind McMillan Shakespeare Group Position Description






Capabilities & Resilience and composure in managing regular conflict Behaviours scenarios with customers or suppliers Excellent interpersonal skills including demonstrated experience and skills in liaison presentation of concepts and solutions and negotiation at all levels Excellent organisation and planning skills in managing personal workload in a busy environment with conflicting demands Excellent written and verbal skills to engage effectively with internal and external stakeholders and represent the company professionally Proven ability to exercise sound judgment in complex decision making and own an issue through to resolution Ability to work effectively as part of a team in a fast changing environment to work productively with limited supervision and to work to deadlines Essential Knowledge & Deep knowledge of a broad range of passenger and commercial Experience vehicles and their usage patterns Demonstrated expertise in all aspects of mechanical repair to passenger and commercial vehicles A minimum of five years of experience of working in a customer service environment within the vehicle industry A minimum of 3 years solid leadership experience managing teams Computer literate with proficiency in Microsoft Packages Demonstrated success in managing budgets and controlling costs Desirable Previous experience in a similar role would be highly desirable Demonstrated experience of managing teams through change An awareness of Workplace Health & Safety requirements within the vehicle industry Evidence of undertaking further study in a finance or business related discipline A qualified motor mechanic with a minimum of 5 years of Qualifications practical experience McMillan Shakespeare Group Position Description
WORK HEALTH & SAFETY (WHS) The Company seeks to provide a safe and healthy workplace All employees have a duty of care to ensure a safe workplace in line with WHS legislation and regulation Employees are required to work within the Company s policies and procedures for WHS
MANDATORY COMPLIANCE TRAINING All employees are required to complete mandatory compliance training This training provides employees with the understanding of their responsibilities relating to financial obligations occupational health and safety equal opportunity privacy and ethical behaviour All training must be completed within the communicated timeframes to ensure that the Company meets its regulatory obligations McMillan Shakespeare Group Position Description MMSG Team and Leadership Behaviours TEAM VALUES Above & Beyond Better Together Driving better customer experiences Collaborating often and early Exceeding expectations Enabling and empowering others Being courageous Teamwork Facing challenges together not alone Make It Count Own It Doing things well Being accountable Seeing the bigger picture Taking responsibility Getting it right Facing the brutal facts TEAM BEHAVIOURS CUSTOMER We know that our success begins and ends with the way we serve and treat customers We will design and run our business Put yourself in the customer s as though we were the customer shoes We will always act with honesty towards one another and in our HONESTY INTEGRITY AND conduct of the business We will have the integrity and the COURAGE courage to do the right thing raise issues to listen and face the Face the brutal facts brutal facts no matter what the circumstances RESPECT We will always treat each other with respect and as we would wish others to treat us All of us want the opportunity to I ll do you no harm contribute and learn in a safe and secure environment TEAM We will put the interests of MMS group ahead of our individual interests and those of our business units and functions We Put the group before yourself understand that our interests are best served by serving the overall interests of the group and in pa