Service Manager

"Great service isn't just about fixing products. It's about building trust, solving problems, and creating customers for life."

Are you a service leader who thrives on building high-performing teams, creating exceptional customer experiences, and driving operational excellence?

Trade Depot is looking for a Service Manager to lead and grow our after-sales service operation.

Based in Auckland, you'll oversee a network of in-house technicians, third-party service providers, installers, and suppliers, ensuring our customers receive industry-leading support from the moment they log a service request through to final resolution.

This is a hands-on leadership role where no two days are the same. You'll be responsible for everything from technician scheduling and customer bookings to parts management, warranty administration, service performance, and continuous improvement initiatives.

If you're passionate about customer experience, operational efficiency, leading people, and using technology to improve outcomes, we'd love to hear from you.

What You'll Be Doing:

Leading Our Service Team

• Manage and support in-house and third-party technicians
• Build strong relationships with service providers and installation partners
• Coach, mentor, and develop technicians to deliver exceptional service
• Ensure consistent service standards across the business

Driving Customer Excellence

• Oversee customer bookings, repairs, installations, and warranty claims
• Act as the escalation point for complex customer issues
• Ensure customers experience professional, timely, and effective service
• Continuously improve service delivery and customer satisfaction

Managing Parts & Inventory

• Oversee spare parts inventory
• Forecast demand and maintain optimal stock levels
• Work closely with suppliers to minimise delays and improve availability
• Ensure accurate inventory management and reporting

Optimising Service Operations

• Manage technician scheduling and resource planning
• Improve service efficiency and first-time fix rates
• Monitor performance metrics and identify opportunities for improvement
• Develop scalable service processes as the business grows

Supporting Innovation & Automation

• Work closely with our Customer Operations & Automation Manager
• Identify opportunities to automate manual processes
• Improve systems, workflows, reporting, and customer communications
• Help shape the future of Trade Depot's service operation

What We're Looking For:

You may currently be a:

• Service Manager
• Installation Manager
• Field Service Manager
• Operations Manager
• Technical Services Manager
• Workshop Manager
• Regional Service Manager

Most importantly, you'll bring strong leadership capability and a passion for delivering outstanding customer outcomes.

Key Skills & Experience:

• Proven experience leading service, field service, or technical operations teams
• Experience managing technicians, contractors, or service providers
• Strong scheduling and workforce planning abilities
• Inventory and spare parts management experience
• Excellent customer service and problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• Strong communication and stakeholder management skills
• Data-driven mindset with experience analysing performance and KPIs
• Experience implementing process improvements and operational efficiencies
• Full New Zealand Driver Licence

Bonus Points For

• Appliance, electrical, HVAC, plumbing, construction, or home improvement industry experience
• Technical trade background
• Experience managing multi-site service operations
• Experience with CRM, field service, or workforce management systems
• Exposure to automation and continuous improvement initiatives

Why Join Trade Depot?

At Trade Depot, we're building a smarter, more efficient customer operation that matches our rapid growth.

This is an opportunity to:

• Lead a key service function and make a real impact
• Build and shape the future of our service operation
• Work alongside an ambitious leadership team
• Drive innovation, process improvement, and automation
• Join a growing NZ business with exciting plans ahead

Ready to Lead Our Service Team?

If you're a service leader who loves solving problems, improving customer experiences, and building high-performing teams, we'd love to hear from you.

Apply now and help shape the future of service at Trade Depot.