At BEUMER Group, we deliver innovative automated systems that keep airports, logistics operations, and critical supply chains moving. We are seeking an experienced and technically capable leader to join our Customer Support team as Senior Manager – Customer Support (Service Delivery). This is a key leadership role responsible for the delivery of technical customer support services across Australia and New Zealand, leading engineering and service delivery teams to ensure exceptional operational performance, customer satisfaction, and long-term system reliability.

The role combines technical leadership, operational excellence, and strategic stakeholder management across airport and logistics environments. As the Senior Manager – Customer Support (Service Delivery), you will lead a diverse team of field service, resident site, mechanical, and commissioning engineers, ensuring the successful delivery of maintenance, troubleshooting, system optimisation, and lifecycle support activities. You will work at the intersection of engineering, operations, and customer support, driving service excellence while developing strong customer relationships and continuously improving performance across the ANZ region.

Key Responsibilities - Lead and develop technical service delivery teams across Australia and New Zealand.

- Oversee maintenance, fault diagnosis, troubleshooting, and performance of installed systems.
- Ensure service delivery meets contractual obligations, service level agreements (SLAs), and uptime targets.
- Act as the escalation point for complex technical and operational issues.
- Monitor and improve service performance metrics, operational KPIs, and system reliability.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer outcomes.
- Support upgrades, retrofits,



and optimisation programs throughout the system lifecycle.
- Partner with engineering, project, supply chain, sales, and customer stakeholders to deliver integrated outcomes.
- Lead, coach, and develop technical leaders and specialists across the Customer Support function.
- Support resource planning, financial performance, and operational efficiency initiatives.
- Ensure compliance with all safety, quality, and company standards.

Qualifications About You You are a proven technical services leader who combines strong engineering knowledge with the ability to build high-performing teams and strong customer relationships.

Qualifications & Experience - Bachelor's degree in Engineering (Mechanical, Electrical, Mechatronics or similar preferred).

- 5–10 years' experience in technical service delivery, field service, engineering operations, or similar environments.
- Demonstrated experience leading engineering or technical teams.
- Experience within industrial automation, logistics, material handling, airport systems, or related industries is highly desirable.
- Strong understanding of service delivery, maintenance, reliability, and operational performance management.
- Experience managing customer-facing operations and complex stakeholder environments.
- Project management, ITIL, Lean, Six Sigma, or similar certifications are advantageous. Key Capabilities - Service Delivery Management - Technical Leadership - Field Service Operations - Maintenance & Reliability Management - Customer Relationship & Stakeholder Management - Performance & KPI Management - Continuous Improvement - Financial & Commercial Acumen - Strategic Problem Solving - Change Leadership Immediate Start Available BENEFITS - Flex Abroad Program - Extensive onboarding - Team-oriented work culture - Career and development - Up-to-date work culture - Health, fitness and wellbeing

📌 Senior Manager – Customer Support (Service Delivery) (Newcastle)
🏢 Worklane
📍 Newcastle