About the role
DroneShield is seeking a Head of Field Operations & Support with relevant experience to join the team in Sydney, NSW.
The position will report to the Chief Operating Officer.
The Head of Field Operations & Support delivers
world-class, high-velocity field service
by executing flawless demonstrations, powering rapid customer evaluations, enabling seamless installations, and resolving technical issues with precision—supported by
fit-for-purpose regional test environments
across every country of operation.
The Head of Field Operations & Support builds a
single, accountable global function
that increases speed, professionalism, and predictability while maintaining safety, control, and customer trust at scale.
The Head of Field Operations & Support is accountable for all customer-facing field activity, including demonstrations, evaluations, installations, and first-line technical support worldwide. The role ensures these activities are
fast, repeatable, professionally executed, and scalable
, backed by the right tools, infrastructure, processes, and regional test environments.
This role converts complex technology into confident customer experience.
Responsibilities, Duties and Expectations
Field Operations Strategy & Execution
Define and execute the global Field Operations & Support strategy aligned to commercial and operational priorities.
Own all field execution activities including demos, evaluations, installations, and first-line support.
Ensure consistent standards, behaviours, and outcomes globally.
Demonstrations & Customer Evaluations
Deliver repeatable,



high-quality demonstrations that showcase product capability and reliability.
Enable rapid customer evaluations with minimal setup and lead time.
Standardise demo configurations, procedures, and readiness criteria to reduce variability and risk.
Continuously improve demo execution speed and success rates.
Regional Test Environment Strategy
Establish and operate a deliberate regional test site model (EU / USA / Australia).
Ensure each region has fit-for-purpose infrastructure to support demos, evaluations, troubleshooting, and training.
Reduce reliance on ad-hoc setups and long-distance mobilisation.
Ensure test sites meet safety, quality, and compliance standards.
Field Support & Issue Resolution
Provide qualified, predictable first-line technical support globally.
Ensure rapid triage, fault finding, and resolution of customer issues.
Escalate effectively to engineering and product teams when required.
Minimise customer disruption while protecting product integrity and safety.
Tools, Infrastructure & Scheduling
Implement enabling tools and systems for:
Field scheduling and resource allocation
Asset and demo kit tracking
Case management and issue tracking




Ensure field teams have reliable, standardised equipment and infrastructure.
Optimise planning and scheduling to support speed and utilisation.
Safety, Control & Professional Standards
Ensure all field activities are conducted safely and in line with regulatory and company requirements.
Establish clear procedures, training, and certification for field staff.
Maintain high standards of professionalism in all customer interactions.
Scalability & Capability Development
Build a scalable operating model that supports growth without loss of control.
Define clear roles, capability pathways, and regional operating structures.
Develop and lead high-performing global field teams.
Measures of Success
Consistently flawless demo and evaluation execution
Reduced demo setup, mobilisation, and lead times
Predictable, high-quality first-line support performance
Effective utilisation of regional test environments
Improved customer confidence, satisfaction, and conversion
Field Operations recognised as a
speed-enabling, professional discipline
Qualifications, Experience and Skills
Senior leadership experience in field operations, service delivery, or technical customer support
Experience operating globally in a complex, high-tech environment
Proven capability building repeatable, scalable field execution models
Engineering or technical background
Experience with demonstrations, trials, or customer evaluations
Exposure to regulated or safety-critical industries
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📌 Head Of Field Operations & Support (Au) (Sydney)
🏢 Droneshield
📍 Sydney