Branch Operations Service Analyst

Master the Data Behind Our National Operations Are you an Excel expert who loves digging into complex datasets to find the "why" behind the numbers? Crown Australia is seeking a Senior Branch Operations Service Analyst to serve as the analytical engine of our Service Department.

This is a high-impact role where your ability to manipulate large data sets and build robust reporting models will directly influence the operational strategy of our Australian branches.

About the Role

As the primary analytical lead for the Service team, you will be responsible for the end-to-end data lifecycle—from extracting raw data and performing complex reconciliations to delivering the final performance insights. You will focus on the "mechanics" of our service data, ensuring accuracy in technician productivity, fleet maintenance, and contract profitability.

Key Responsibilities

• Advanced Excel Reporting: Build and maintain sophisticated workbooks to track National and Branch-level KPIs, including job efficiency and maintenance compliance.
• Data Validation & Cleansing: Act as the guardian of data integrity, performing regular reconciliations and working with MIS teams to resolve data quality issues.
• Root-Cause Analysis: Conduct deep-dive variance analysis to identify trends, performance gaps, and opportunities for cost savings.
• Operational Modeling: Assist in technician capacity planning and service forecasting using historical data and evidence-based modeling.
• National Support: Manage service system access and provide data-driven support for incentive schemes, lead generation programs, and central purchasing.

What You’ll Bring

• Excel Power User: You must have advanced proficiency in Microsoft Excel. You should be comfortable with complex formulas, nested functions, and data manipulation techniques (Power Query experience is a strong plus for automation).
• Analytical Mindset: A proven ability to interpret raw data, identify anomalies, and translate numbers into actionable business stories.
• Technical Background: Experience in a service-led or industrial industry (e.g., Forklifts, Heavy Machinery, or Fleet Management) is highly regarded.
• System Knowledge: Familiarity with ERP platforms (such as AS400, SAP, or IFS) and a strong understanding of how data flows through a service business.
• Attention to Detail: An uncompromising commitment to accuracy—you are someone who double-checks the numbers before they reach the General Manager.

Preferred Qualifications

An accounting or finance qualification is desirable, reflecting the level of precision required for this role.

What sets us apart?

Crown’s history began when two brothers founded the Company in New Bremen, Ohio (USA) in 1945. Today, the fourth generation of the very same family continues to lead Crown in all of its operations across the globe. Being a family-owned and run business is evidenced by more than 200 employees reaching service milestones in our 20, 25, 30, 35, 40, 45 and 50 year categories in Australia alone, with more than 2,000 employees reaching a 25 year service milestone globally. 

As a Company we want to continue to support our employees to be the best versions of themselves and that’s why, as a Crown employee you get to enjoy:

• A benefits program which gives you access to discounts and cashback from over 400+ retailers nation wide.
• Access to a health and wellbeing platform which supports your Mental, Physical and Financial goals.
• Corporate Rates for Private Health Insurance.
• An inclusive working environment.
• An Employee Assistance Program for confidential counselling with chat, phone and face to face counselling options.

The Company

Crown Equipment is a well-respected global Materials Handling Equipment company which has enjoyed 50 years of success in the Australian market. The Company has operations in all Australian States and territories as well as many regional locations. The Company Brand is well known and respected in the marketplace and is supported by a customer value proposition based on highly skilled staff, quality products, strong service and parts back-up and leading-edge technology.