Workshop Manager

Position Description: Workshop Manager (Caravan/RV)

Position Title: Workshop Manager
Reports To: Dealer Principal
Location: Toowoomba
Job Type: Full-Time

1. Primary Objective

To lead and drive the day-to-day operations of the caravan workshop, ensuring all repairs, servicing, warranty / insurance and Pre-Delivery Inspections are completed efficiently, safely, and to the highest industry standards. The manager will maximise profitability, maintain a high-performing team, and ensure exceptional customer satisfaction.

2. Key Responsibilities

Workshop Operations & Workflow

• Manage the daily workflow of mechanics, builders, and service technicians.
• Prioritise and allocate jobs to ensure all Service Level Agreements and turnaround times are met.
• Monitor workshop capacity and scheduling to minimise vehicle downtime.

Pre-Delivery Inspections & Quality Control

• Oversee the final PDI process, ensuring every caravan is rigorously tested and cleaned prior to customer handover.
• Ensure all appliances, 12V/240V electrical systems, plumbing, and gas installations are fully compliant with Australian Standards.
• Implement and manage digital checklists and photographic evidence of quality control.

Team Leadership & Development

• Lead, mentor, and supervise workshop staff.
• Conduct regular team meetings and performance reviews.
• Foster a "safety-first" culture by ensuring adherence to WHS (Work Health and Safety) policies.

Inventory & Parts Management

• Monitor and manage workshop inventory, ensuring high-turnover spare parts and materials are readily available.
• Oversee the ordering of parts with suppliers and manage warranty claims processing.

Customer Service & Administration

• Act as the main point of contact for customer queries regarding repairs and service bookings.
• Prepare accurate quotes, estimates, and invoices using dealership management software. Mechanics Desk and Monday.
• Handle warranty dispute resolutions professionally, maintaining clear communication with the manufacturer and customer.

3. Key Performance Indicators

• On-Time Deliveries: Percentage of caravans completed and handed over by the promised deadline.
• PDI Quality: Low defect rate and zero returns within the first 3 months of ownership.
• Efficiency & Productivity: Target billable hours achieved by technicians per week.
• Safety: Zero Lost Time Injuries in the workshop.
• Customer Satisfaction: Positive customer feedback and Net Promoter Score ratings.

4. Key Qualifications & Experience

• Minimum 3–5 years of experience in the RV, caravan, automotive, or heavy vehicle repair industry.
• Proven leadership/management experience with the ability to manage a multidisciplinary team.
• Strong understanding of 12V electrical systems, plumbing, and gas regulations within the Australian caravan sector.
• Exceptional computer literacy
• Trade qualification is highly regarded.