General Manager, Services

Business Contribution:

The General Manager, Services holds a pivotal role within Enerpac Australia's leadership structure. Enerpac's Australian operations generate approximately USD25M in revenue, comprising around USD7M from services and USD18M from products, with USD16.5M channeled through distribution channels. With a team of about 47 personnel, Enerpac seeks a dynamic leader to steer the services segment, foster strong customer relationships, and propel organic growth.

The GM will spearhead operational excellence, innovation, and strategic enhancements for the Australian Services Business Unit. Collaborating closely with the GM, Products, they will drive the unit's strategic expansion aligned with broader organizational goals, ensuring delivery against operational and financial targets.

Key Responsibilities:

Operational & Service Excellence

• Supervise daily business operations within the region to uphold the highest standards of HSEQ and financial performance.
• Provide timely and transparent updates to the MD/CEO regarding group operational performance vis-a-vis established objectives.
• Foster transparent communication on operational issues, actively resolving service delivery concerns.
• Champion innovation in daily management, identifying avenues for business development and expansion.
• Conduct regular and systematic evaluations of operational outcomes, prioritizing client satisfaction and operational efficiency.
• Establish and maintain inspection and internal auditing protocols to ensure adherence to service standards, with ongoing monitoring of service levels and customer satisfaction metrics.
• Act as a point of escalation for resolving operational and service-related challenges within the region.
• Ensure delivery of exceptional service experiences, surpassing customer expectations through swift responses, technical proficiency, and proactive issue resolution.
• Monitor key performance indicators (KPIs), manage costs, and devise strategies to optimize service revenues and profitability.

Relationship Management & Business Development

• Analyse market trends, customer needs, and competitor landscape to establish service offerings that align with business objectives and drive profitable growth.
• Build and maintain strong relationships with key stakeholders, Cultivate partnerships with internal departments, distributors, and key customers to ensure seamless collaboration and successful project execution.
• Update your knowledge and skills to adapt to evolving market demands and ensure the service team adopts the latest technologies and best practices.
• Contribute to achieving company goals and objectives by aligning service operations with broader business strategies.
• Develop and coordinate the strategy for services the region.
• Assess and manage the principal risks of the region's operational business, including proposals, projects, and staffing.

Leadership & Management

• Lead and manage a high-performing team of service technicians and support staff
• Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees at all levels.
• Encourage teamwork through communication, leadership, and direction to the workforce to ensure work is conducted safely and responsibly.
• Foster a corporate culture that promotes ethical practices, customer focus/service and encourages individual integrity.
• Provide input to HR policies and practices to plan, develop and deploy the right people resource in key management roles
• Work closely with senior management to identify performance improvement initiatives and develop measures to improve accountability and outcomes.

Workplace Health and Safety, Quality & Compliance

• Ensure the development of health and safety practices for the region and oversee all compliance in relation to those practices.
• Demonstrate an overarching commitment to health and safety, and proactively support this through an effective management system for incidents and hazards.
• Drive the implementation and compliance of organisation wide standards to comply with legislative and company requirements which reduce risk, promote continuous improvement, and inspire a high-performance culture.
• Manage all HSEQ issues to ensure adherence to the groups health, safety, environmental and quality standards, policies, and procedures

Key Challenges:

• Attracting and retaining skilled service technicians: The skilled labour market is competitive. You will need to develop strategies to attract and retain top talent within the service team.
• Balancing customer demands with resource limitations: Meeting diverse customer needs while optimizing resource allocation and maintaining profitability requires effective planning and scheduling.
• Adapting to evolving technologies: The industry is constantly innovating. You will need to ensure your team embraces new technologies and continuously improves service offerings.
• Maintaining a strong safety culture: Prioritizing safety in all aspects of service operations is crucial. You will need to implement and enforce safety protocols while fostering a safety-conscious culture within the team.

Required Capabilities:

Commercial Acumen

• Relentlessly pursues and delivers performance and outcomes.
• Ensures the successful execution of company agreed strategic projects which enhances efficiency, productivity, and profitability in line with agreed business plans.
• Demonstrable experience in engaging with contract managers and successful contract management.

People Leadership

• Proven leadership skills with demonstrated ability to articulate the corporate vision and translate into effective strategic initiatives and operational plans.
• Builds and develops effective and highly performing teams, strengthening organisational capability in the process. Considers organisational capability and market requirements in the development of teams.
• Develops talent within the organisation, coaching and mentoring as well as ensuring clear accountability against performance requirements. Promotes based on merit and provides opportunities for all staff to succeed.
• Experience leading and developing geographically remote teams to ensure effective communication challenges are maintained along with continuity and service quality.

Stakeholder Management

• Highly developed interpersonal skills with the ability to work effectively with a diverse range of stakeholders.
• Deeply understands client needs and works internally and externally to create distinctive value.
• Advocates for the client – the ability to turn an idea into action, clearly articulate the value able to be generated, and inspires the organisation to deliver in the process.
• Proven track record of developing and maintaining business relationships with a broad set of internal and external stakeholders. Strong presentation and negotiation skills at all levels from site supervisors to group corporate presentations.

Required Experience & Education:

• Relevant Trade or Bachelor’s degree in related discipline.

• 10 or more years of operation and experience at a senior operational managerial level.
• Industrial services sector experience industries such as oil & gas, energy, power generation and/or resources sectors.
• Deep knowledge of hydraulics, bolting, and heavy lifting technologies will be highly regarded.
• Demonstrated experience in overseeing and leading the growth of a division, services or operational workshop.