Role Summary

National Field Service Manager – responsible for leading the Connected Workforce Solutions (CWS) business across Australia and New Zealand. This hybrid role offers flexible working from home and from the Belrose office on Sydney’s Northern Beaches.

Dematic’s CWS division delivers supply chain solutions, specialising in mobile computing, logistics IT systems, and advanced technologies including voice and vision‑directed solutions, mobile devices, RFID, and wireless infrastructure.

Key Responsibilities

Lead, coach and develop a geographically dispersed team of field service engineers across Australia and New Zealand.
Oversee workforce planning, rostering and resource allocation to meet customer commitments, maximise productivity and support employee wellbeing.
Ensure exceptional customer service through timely communication, effective issue resolution and high‑quality service delivery.
Manage technical escalations and problem resolution for both internal and external customers.
Direct day‑to‑day field service operations, workload planning and scheduling to achieve customer SLA commitments.
Manage major customer accounts, key projects and critical customer matters across the CWS.
Drive operational excellence through continuous improvement initiatives, process optimisation and strategic business planning.
Lead team performance, including goal setting, coaching, performance reviews and capability development.
Manage departmental P&L; performance, delivering revenue, gross margin and EBIT targets.
Ensure compliance with Dematic Safe Work procedures, company policies and industry standards.
Oversee customer contracts from review and negotiation through to execution, ensuring compliance and timely customer sign‑off.





Coordinate third‑party vendor relationships and communications to ensure seamless service delivery and customer satisfaction.

Qualifications

Experience leading field service, technical service or operational teams across multiple locations and on‑call rosters that operate in a 24/7 support environment is desirable.
Strong leadership, coaching and team development skills.
Experience managing customer relationships and service delivery.
Commercial acumen, including P&L;, budgeting and financial management.
Strong planning, resource management and problem‑solving abilities.
Experience managing contracts, vendors and key stakeholders.

A genuine commitment to safety, operational excellence and customer satisfaction.

Desirable

Experience within engineering, automation, logistics, material handling, telecommunications or related industries.
Experience leading geographically dispersed teams across Australia and New Zealand.

Knowledge of SLAs, service delivery and continuous improvement practices.

Benefits & Perks

Competitive remuneration.
Fitness Passport – discounted access to a wide network of gyms, pools and fitness facilities across the country.
Exclusive health cover via Medibank – 9% discount on corporate health plans designed to fit every lifestyle, life stage and budget.
Opportunity to work within a agile team within a larger organisation.
Excellent Employee Referral Bonus program.
Learning & Development – financial support for further education, career development and global opportunities.
Paid parental and carers leave as well as purchase leave.
Salary sacrificing options and novated leasing available.
Corporate discounts on car rentals and IT products / accessories.

Free annual flu vaccination.

Equal Opportunity Statement

Dematic is an equal opportunity employer committed to a diverse, inclusive, and harassment‑free workplace.

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📌 CWS Field Service Manager (Newcastle)
🏢 Dematic
📍 Newcastle