THE TONY WHITE GROUP:

With over $3.5 billion in annual turnover and 2,800 people across 130 sites, the Tony White Group (TWG) is the largest privately-owned automotive retail group in Australia. We’re led by an experienced and agile executive team who recognise that great people are key to our continuing success and growth. For more information, visit www.tonywhitegroup.com.au.

ABOUT THE ROLE:

The National Service Operations Specialist supports the Group Manager in improving profitability and customer satisfaction across all Tony White Group (TWG) Service Centres. This role involves advising, coaching, and managing Service Managers to achieve targets, maximise potential, and deliver exceptional customer service. This role will drive continuous improvement in service delivery, productivity, and operational efficiency, focusing on key performance indicators for customer satisfaction, efficiency, and profitability.

KEY RESPONSIBILITIES:

• Collaborate with Service Managers across the dealership network to identify and implement strategies that improve profitability and operational efficiency in the service departments.
• Analyse existing workflows, identify inefficiencies, and recommend process improvements to streamline operations, reduce costs, and maintain high-quality service standards.
• Develop, implement, and monitor best practices for service department operations, including resource management, inventory control, and customer service delivery.
• Regularly assess service department performance using key performance indicators (KPIs), providing guidance to Service Managers to improve productivity, customer satisfaction, and financial outcomes.
• Design and deliver training programs to Service Managers and their teams, ensuring they have the necessary skills and knowledge to drive operational success and achieve departmental goals.
• Work with Service Managers to analyse financial performance and ensure service departments meet or exceed budget targets, including labour rates, parts sales, and gross margins.
• Support Service Managers in preparing and managing the annual operating budget for service and parts departments, ensuring financial objectives are achieved.
• Assist Service Managers in developing and implementing marketing initiatives aimed at driving sustainable business growth, improving customer retention, and achieving service excellence.
• Support Service Managers in developing strategies that enhance the customer experience, ensuring high customer retention, satisfaction, and loyalty.
• Prepare and present regular reports on service department performance, including financial analysis, operational efficiency, and customer feedback, to senior management.
• Serve as a strategic advisor for Service Managers, offering guidance on overcoming operational challenges and achieving performance targets.
• Uphold and promote company values and principles in all business and customer interactions, maintaining high standard of professionalism and service.
• Build and nurture strong relationships with senior leadership, internal departments, and manufacturers to foster collaboration and support.
• Ensure all service operations comply with company policies, industry standards, and legal regulations, maintaining the dealership’s reputation and integrity

SKILLS & EXPERIENCE:

• Minimum five (5) years’ experience in automotive service operations in a managerial role with a proven ability to manage service departments and teams effectively
• Strong understanding of service department functions, including profitability drivers, inventory management, and customer satisfaction strategies.
• Strong business insight and financial acumen, with the ability to drive profitability and make informed strategic decisions
• Strong analytical skills with the ability to assess performance data and identify opportunities for improvement
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across different teams and levels of the group
• Demonstrated ability to lead change, manage multiple priorities, and implement effective solutions in a fast-paced, results-driven environment
• A proactive and strategic thinker who can balance short-term operational needs with long-term goals for business success.
• Experience with Pentana / TUNE / Titan is highly regarded for streamlining reporting and enhancing operational efficiency.
• Ability to travel to dealership locations as required to provide hands-on support and guidance
• Professionally presented.

BENEFITS:

• Industry benefits
• Significant opportunities for career development
• Join the largest family owned automotive dealership group in Australia
• A solid team that values excellence and is committed to Customer care.

PLEASE NOTE:

• We conduct reference checking, pre-employment medicals & AFP Criminal record checks
• Applicants who do not have the required skills and/or experience will not be considered
• Applicants must be physically in Australia and must have full Australian working rights
• We are an equal opportunity employer, supporting gender equality, and workplace diversity
• Only shortlisted applicants will be contacted

If you are an experienced service operations professional with the drive to lead and the passion to innovate, we would love to hear from you! Please submit your resume and cover letter through this Seek Ad.