Production and Service Manager

Operations

Managing Director / General Manager

The Production & Service Manager is responsible for the overall management of manufacturing, assembly, repair, refurbishment, and service operations within the factory. The role ensures production efficiency, product quality, customer satisfaction, workplace safety, and profitability while leading a team of production, service, engineering, and technical personnel.

The position is accountable for meeting production schedules, managing workshop resources, improving operational performance, and ensuring all production and service activities comply with company standards and customer requirements.

Plan, organise, and oversee daily manufacturing and assembly operations.

Develop production schedules to meet customer delivery requirements.

Monitor production output, efficiency, and resource utilisation.

Ensure machinery, equipment, and tooling are maintained and available.

Drive continuous improvement initiatives to enhance productivity and reduce costs.

Manage workflow and capacity planning to maximise operational performance.

Coordinate with procurement to ensure timely availability of materials and components.

Manage repair, refurbishment, overhaul, and field service activities.

Ensure repair work is completed on time, within budget, and to required quality standards.

Prepare service reports, quotations, and technical recommendations.

Support troubleshooting and root cause analysis of product failures.

Coordinate customer service requirements and aftermarket support activities.

Ensure adherence to service procedures and technical specifications.

Maintain compliance with quality management systems and procedures.

Ensure manufactured and serviced products meet customer and engineering specifications.

Lead investigations into quality issues and implement corrective actions.

Monitor quality KPIs and drive continuous improvement initiatives.

Promote a culture of quality throughout the organisation.

Promote and enforce a strong workplace health and safety culture.

Ensure compliance with all relevant legislation, regulations, and company policies.

Conduct risk assessments and safety audits.

Investigate incidents and implement corrective actions.

Ensure employees receive appropriate safety training and certifications.

Lead, mentor, and develop workshop supervisors, technicians, machinists, and production staff.

Conduct performance reviews and establish development plans.

Support recruitment, onboarding, and workforce planning.

Foster teamwork, accountability, and employee engagement.

Manage labour resources and workforce productivity.

Act as the primary operational contact for key customers.

Support sales and engineering teams in developing technical and commercial solutions.

Participate in customer meetings regarding production schedules, service requirements, and project progress.

Resolve operational issues affecting customer satisfaction.

Manage operational budgets and departmental expenditure.

Monitor production costs, labour efficiency, and service profitability.

Identify opportunities for cost reduction and process optimisation.

Support forecasting and strategic planning activities.

On-time delivery performance.

Production efficiency and throughput.

Workshop utilisation rates.

Service turnaround times.

Quality performance and warranty claims.

Safety performance and incident rates.

Labour productivity.

Customer satisfaction levels.

Budget and cost management targets.

Trade qualification in Mechanical Engineering, Fitting & Turning, Maintenance, or related field.

Minimum 5 years' experience in manufacturing, engineering, or industrial service management.

Demonstrated experience managing production and workshop operations.

Strong knowledge of mechanical power transmission equipment, gearboxes, rotating machinery, and industrial maintenance practices.

Diploma or Degree in Engineering, Manufacturing, Operations Management, or Business.

Lean Manufacturing, Six Sigma, or Continuous Improvement training.

Project Management qualifications.

Gearbox manufacturing and repair processes.

Industrial machining and assembly operations.

Hydraulic and lubrication systems.

Quality assurance systems.

Production planning and scheduling.

Maintenance management.

MS Office and ERP system knowledge.

Team leadership and people management.

Coaching and performance development.

Conflict resolution.

Change management.

Budgeting and cost control.

Strategic planning.

Customer relationship management.

Operational reporting and KPI analysis.

Strong leadership presence.

Results-driven and customer-focused.

Excellent organisational skills.

High attention to detail.

Strong problem-solving capability.

Commitment to safety and continuous improvement.

The Production & Service Manager has the authority to:

Allocate production and workshop resources.

Approve operational expenditures within delegated limits.

Implement process improvements.

Direct production and service priorities.

Manage personnel performance and development.

Recommend capital equipment investments and staffing requirements.

Primarily based within a manufacturing and service workshop environment.

Regular interaction with production, engineering, and customer personnel.

Occasional travel to customer sites and suppliers.

May require flexibility to support urgent operational or service requirements.