Parts Leading hand

Hiring Manager: Matt Wilson

Position Summary

The Parts Leading Hand is responsible for leading day-to-day parts operations to ensure the efficient, accurate, and timely supply of Waratah parts across New Zealand. This role combines hands-on operational responsibility with team leadership, process ownership, and accountability for service delivery outcomes.

The Parts Leading Hand provides direction and support to parts staff, leads improvement initiatives, ensures compliance with company procedures, and takes ownership of operational performance, customer satisfaction, and inventory integrity.

Reports To

Parts Manager

• Parts Manager
• Service Managers
• Service Technicians
• Internal Suppliers
• External Suppliers
• Waratah Administration personnel
• Waratah Forestry Services customers (New Zealand)

• Act as a senior operational leader within the Parts function
• Take ownership for daily workflow planning, prioritisation, and execution
• Lead by example, demonstrating Waratah values, safety leadership, and customer focus
• Drive accountability for service standards, accuracy, and responsiveness
• Lead improvement initiatives, projects, and process enhancements within the Parts operation
• Escalate risks, constraints, and improvement opportunities proactively

• Proven understanding of customer service excellence and professional customer engagement
• Demonstrated ability to lead work activities, influence outcomes, and drive task completion
• Strong communication skills (written and verbal) with the ability to engage internal and external stakeholders
• Ability to work cross-functionally with service, administration, and international supply partners
• Capable of working independently while providing operational leadership to others
• Strong computer literacy

• Operates with a high level of autonomy within defined company guidelines
• Responsible for operational decisions impacting parts supply, inventory flow, and customer response
• Accountable for Parts Department performance outcomes, including service delivery, accuracy, and timeliness
• Responsible for maintaining the security, integrity, and compliance of the Parts operation and facility

• Operational Leadership and Service Delivery
• Lead parts interpretation activities to ensure accurate identification and supply of components
• Set daily priorities to ensure prompt and reliable customer supply, with priority given to breakdowns, after-hours call-outs, and critical operational requirements
• Ensure all parts orders are packed, labelled, dispatched, and documented accurately and on time
• Lead communication with customers regarding order status, timeframes, and issue resolution
• Take ownership of customer service outcomes and resolve escalations professionally and effectively

• Maintain accurate inventory management and sales processes within IFS
• Issue purchase orders for locally procured parts in accordance with company procedures
• Lead the receipting, inspection, and verification of inward goods prior to signing and acknowledgment
• Oversee unpacking, stocking, and organisation of inventory to maintain accuracy and accessibility
• Ensure warranty parts processes are followed correctly and in a timely manner

• Process parts transfers and invoices accurately and within agreed timeframes
• Manage customer credit block queries and resolution in conjunction with administration
• Support cost control, stock integrity, and variance reduction initiatives

• Maintain a clean, organised, and safe work environment in line with company standards
• Lead by example in health and safety compliance and risk management
• Ensure adherence to site security, stock control, and operational integrity requirements

• Identify opportunities for process improvement, efficiency gains, and service enhancement
• Lead or contribute to parts-related improvement projects and initiatives
• Support change implementation, system improvements, and standardisation activities
• Drive consistent application of policies, procedures, and best practice standards

• Undertake additional duties as reasonably required to support operational objectives and business priorities
• Provide operational leadership and oversight in the absence of the Operations Manager, including when the Manager is travelling or off-site.