Monday to Friday | Full Time Permanent | WFH 2 days a week | Onsite Parking

Corporate Benefits | Security & Stability | Career Development

Industry Experts | Quality & Innovative Products | High-Growth Company

In Vitro Technologiesis a Healthcare and Scientific distribution organisation who specialise in the sales, marketing, and support of medical products throughout Australia and New Zealand.

ABOUT THE ROLE

We're seeking an experienced and people-focused National Service Administration Manager to lead our Technical Service Administration function across Australia and New Zealand.

Leading a team of Regional Service Administration Managers and Technical Service Administration staff, you'll be responsible for ensuring service operations are delivered efficiently, customer expectations are exceeded, and Service Level Agreements (SLAs) are consistently achieved.

This role combines leadership, operational management and continuous improvement. You'll oversee service administration processes from job scheduling through to invoicing, while driving team performance, developing capability and identifying opportunities to improve efficiency, quality and customer outcomes across the business.

Working closely with Technical Service, Sales, Customer Care, Warehouse and senior leadership teams, you'll play a key role in shaping the future of our national service administration function.

KEY RESPONSIBILITIES

- Lead, coach and develop the National Technical Service Administration team across Australia and New Zealand.
- Drive team performance against Service Level Agreements (SLAs), KPIs and customer service objectives.
- Recruit, mentor and develop team members, fostering a collaborative, high-performing culture.
- Oversee daily service administration operations, ensuring work orders are accurately scheduled, completed and invoiced within required timeframes.
- Manage the national service inbox,



customer escalations and contractor approvals to ensure timely resolution of service requests.
- Oversee warranty administration, service agreements, preventive maintenance contracts and national contract reporting.
- Ensure purchase orders, quotations, work orders and invoicing are processed accurately and efficiently.
- Monitor workflow, identify process improvements and implement initiatives that improve service quality, productivity and operational efficiency.
- Prepare monthly reporting, analyse team performance and provide insights and recommendations to senior leadership.
- Maintain compliance with ISO 9001 quality standards and contribute to continuous improvement across the Technical Service function.

ABOUT YOU

You're an experienced customer service leader who enjoys building high-performing teams and improving operational processes. You thrive in fast-paced environments, lead by example and take pride in delivering exceptional service to both customers and internal stakeholders.

Ideally, you'll bring:

- Previous leadership experience managing customer service, service administration or technical support teams.
- Demonstrated success leading, coaching and developing high-performing teams across multiple locations.
- Experience managing service delivery against KPIs, SLAs and operational targets.
- Strong background in service administration, scheduling, contracts, invoicing and customer support.
- Proven ability to identify process improvements and implement operational efficiencies.
- Excellent organisational skills with the ability to manage competing priorities in a fast-paced environment.




- Outstanding written and verbal communication skills, with the ability to build strong relationships across all levels of the business.
- Intermediate to advanced Microsoft Office skills, particularly Excel, Outlook and Word.
- Experience using Microsoft Dynamics 365 or similar ERP/Field Service systems would be highly regarded.
- Previous experience within Healthcare, Medical Devices, Scientific Distribution or Technical Service environments will be highly regarded.

BENEFITS

- Attractive Salary + Super
- Career development and growth opportunities
- Comprehensive training and support
- Discounted health fund membership
- Fitness Passport eligible company
- Salary sacrificing and novated leasing options
- Exclusive banking partnerships offering financial, budgeting, and mortgage advice
- Cashback at over 100 retailers, including groceries and fuel
- Savings on car servicing, parts, accessories, and recent vehicle purchases

Depending on the role, the recruitment process may vary slightly; this may include a phone interview, face-to-face interview, skills-based assessment, pre-employment medical and of course, an opportunity to meet the team.

To view positions from In Vitro or to learn more about our work, please visit - invitro.com.au/careers

ABOUT THE COMPANY

Our foundation is built upon dedicated service, knowledge of the industry, and professionalism. With an experienced sales team and highly trained service engineers located in every state, In Vitro Technologies are considered the preferred partner for quality products and service.

Life Science | Women’s & Children | Infection Control

In Vitro Technologies have a culture of CARE, Commitment, Accountability, Respect and Excellence. This has contributed in In Vitro as a market leader in Healthcare

The company was established in 2002 and is 100% owned by the multi-generational family companyJJ Richards & Sons Pty Ltd.

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📌 National Administration Manager (Dandenong)
🏢 In Vitro Technologies
📍 Dandenong