Service and Warranty Manager SA/NT

Lead the service network for Australia’s largest heating and cooling manufacturer.

Seeley International is the country’s largest manufacturer of heating and cooling solutions, home to iconic brands including Breezair, Braemar, Coolair, Climate Wizard and Convair. For more than fifty years we have shaped the industry through Australian engineering and we are still growing.

We are looking for a Service and Warranty Manager to take ownership of service and warranty across South Australia and the Northern Territory. Reporting to the National Service Manager, you will lead a small in-house technician team, manage our authorised service agent network, and drive the service experience our customers receive from first call to final repair.

What’s in it for you

• Genuine ownership of a state region you set the standard for SA and NT.
•  A leadership role with real decision rights, including warranty determinations and agent arrangements.
•  Flexibility based on performance, including the ability to work from home where required.
• Ongoing technical and leadership development, backed by a national service function.
• Staff purchase program across the full Seeley product range.
•  Employee Assistance Program, annual flu vaccinations and a strong safety culture.
•  Product and technical training, with the support of the Seeley service team.

About the role

Based at our Lonsdale/Reynella head office with regular travel across the region, you will , manage, develop and support opportunities that lead to the growth and expansion of our inhouse Adelaide Service team, manage warranty and service activity for SA and NT lifting response times, tightening warranty claim quality, building agent capability through training, feeding in-field product intelligence back to Technical Support, Engineering and Quality, and keeping the region alert to market and competitor trends in HVAC service delivery so it can grow service revenue and agent capability over time.

Key responsibilities

• Manage warranty and service activity for the SA and NT region, including day-to-day Seeley Service Australia operations.
• Lead, coach and develop a team of four service technicians, setting goals and holding regular performance check-ins.
• Manage the authorised service agent network coverage, response times, repair performance and adherence to Seeley policy.
• Maintain safe working procedures and compliance, complete risk assessments and report non-compliance through the correct channels.
• Resolve customer complaints to conclusion, consistent with product warranty terms and Australian Consumer Law.
• Deliver installation and service training to installers, service agents and technicians.
• Work with Spare Parts and agents to keep stock holdings aligned to peak demand.
•  Review and improve service administration policies, procedures and escalation pathways.
• Provide in-field product performance feedback to the National Service Manager, Technical Support, Engineering and Quality.

About you

• Previous service or field service management experience in refrigeration, electrical, gas or HVAC.
• Commercial awareness, with an eye for opportunities to grow service revenue and strengthen service  performance across the region
• Understanding of trends and competitor activity in the HVAC or field service industry.
• At least five years’ experience in HVAC or a similar industry.
• Current trade licences relevant to your qualification, where applicable.
•  A valid driver’s licence, and the ability to travel, attend site and access appliances when required.
• Strong planning, prioritising and organisational skills, with the ability to juggle competing demands.
• Confident verbal and written communication, negotiation and relationship-building skills.
• Sound computer skills, including Microsoft Word and Excel.
• The judgement to work autonomously and make decisions that stand up to scrutiny.

Highly regarded

• Previous service or field service management experience.
• Seeley or HVAC product knowledge.
• Working at heights, construction induction (White) card and first aid certification.

Hours and working conditions

Standard hours are 8:00am to 4:00pm, based at our Lonsdale office with in-field and interstate travel as required. Work outside standard hours is infrequent but may occasionally include weekend work.

Apply with your resume and a short cover letter outlining your service management and HVAC experience. Shortlisting starts immediately.

Seeley International is an equal opportunity employer. We value diversity and are committed to an inclusive workplace where everyone can thrive. If you need an adjustment at any stage of the recruitment process, let us know and we will work with you.

Applicants must have the right to work in Australia. Seeley International does not accept unsolicited agency applications.