Service Manager - Multi-Franchise Dealership

Motus Ballarat is seeking an experienced, energetic, and commercially minded Service Manager to lead our multi‑franchise service operation. This is a pivotal leadership role responsible for driving customer experience, operational excellence, and team performance across a diverse and growing dealership.

We operate in a fast‑paced, high‑volume environment where standards are high, expectations are clear, and results matter — especially when it comes to OEM Customer Satisfaction (NPS) and long‑term customer retention.

About the Role

As Service Manager, you will take full ownership of the service department, leading a team across both front‑of‑house and workshop operations. You’ll be responsible for delivering a seamless customer journey from booking to vehicle delivery, while ensuring the workshop runs efficiently, profitably, and in line with manufacturer expectations.

This role is heavily focused on customer experience, process discipline, and team leadership, with a strong emphasis on achieving and maintaining OEM NPS targets across multiple brands.

Key Responsibilities

• Lead, mentor, and develop a high‑performing team of Service Advisors and Technicians

• Drive OEM NPS performance through consistent delivery of exceptional customer experiences

• Oversee daily workshop operations, productivity, and efficiency

• Manage workflow using structured systems and processes

• Ensure all customer interactions are clear, transparent, and professional

• Monitor and improve service retention and repeat business

• Maintain strong communication between service, parts, and sales departments

• Ensure compliance with manufacturer standards, audits, and reporting requirements

• Manage department profitability, including labour sales, efficiency, and cost control

• Identify opportunities to improve processes, systems, and overall performance

Systems & Tools

You will be working within a modern, structured service environment using:

• Pentana / ERA Power – dealership management

• Xtime – service scheduling and workflow

• Podium – customer communication and reviews

• Triage processes – to manage bookings, workflow, and customer flow

Experience with these systems (or similar) will be highly regarded.

What We’re Looking For

• Proven experience as a Service Manager or Fixed Operations Manager

• Strong track record in delivering high NPS / CSI results

• Demonstrated leadership capability — able to build, coach, and hold a team accountable

• Highly organised with strong operational discipline

• Commercially aware with the ability to manage profitability and performance metrics

• Excellent communication skills with customers and internal teams

• Ability to thrive in a high‑volume, fast‑paced environment

• A hands‑on leader who leads from the front

• Current driver’s licence

What We Offer

• Competitive salary package + performance incentives

• A high‑performing dealership environment with strong volume and opportunity

• Ongoing training and development across multiple brands

• Career progression opportunities within a national dealership group

• The opportunity to lead and shape a critical department within the business