Job Description

About the role

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DroneShield is seeking a Head of Field Operations & Support with relevant experience to join the team in Sydney, NSW.

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The position will report to the Chief Operating Officer.

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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.

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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.

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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.

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This role converts complex technology into confident customer experience.

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Responsibilities, Duties and Expectations

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Field Operations Strategy & Execution

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- Define and execute the global Field Operations & Support strategy aligned to commercial and operational priorities.
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- Own all field execution activities including demos, evaluations, installations, and first-line support.
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- Ensure consistent standards, behaviours, and outcomes globally.
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Demonstrations & Customer Evaluations

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- Deliver repeatable,



high-quality demonstrations that showcase product capability and reliability.
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- Enable rapid customer evaluations with minimal setup and lead time.
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- Standardise demo configurations, procedures, and readiness criteria to reduce variability and risk.
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- Continuously improve demo execution speed and success rates.
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Regional Test Environment Strategy

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- Establish and operate a deliberate regional test site model (EU / USA / Australia).
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- Ensure each region has fit-for-purpose infrastructure to support demos, evaluations, troubleshooting, and training.
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- Reduce reliance on ad-hoc setups and long-distance mobilisation.
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- Ensure test sites meet safety, quality, and compliance standards.
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Field Support & Issue Resolution

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- Provide professional, predictable first-line technical support globally.
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- Ensure rapid triage, fault finding, and resolution of customer issues.
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- Escalate effectively to engineering and product teams when required.
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- Minimise customer disruption while protecting product integrity and safety.
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Tools, Infrastructure & Scheduling

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- Implement enabling tools and systems for:
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- Field scheduling and resource allocation
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- Asset and demo kit tracking
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- Case management and issue tracking
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- Ensure field teams have reliable,



standardised equipment and infrastructure.
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- Optimise planning and scheduling to support speed and utilisation.
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Safety, Control & Professional Standards

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- Ensure all field activities are conducted safely and in line with regulatory and company requirements.
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- Establish explicit procedures, training, and certification for field staff.
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- Maintain high standards of professionalism in all customer interactions.
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Scalability & Capability Development

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- Build a scalable operating model that supports growth without loss of control.
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- Define clear roles, capability pathways, and regional operating structures.
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- Develop and lead high-performing global field teams.
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Measures of Success

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- Consistently flawless demo and evaluation execution
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- Reduced demo setup, mobilisation, and lead times
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- Predictable, high-quality first-line support performance
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- Effective utilisation of regional test environments
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- Improved customer confidence, satisfaction, and conversion
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- Field Operations recognised as a speed-enabling, professional discipline
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Qualifications, Experience and Skills

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- Senior leadership experience in field operations, service delivery, or technical customer support
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- Experience operating globally in a complex, high-tech environment
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- Proven capability building repeatable, scalable field execution models
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- Engineering or technical background
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- Experience with demonstrations, trials, or customer evaluations
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- Exposure to regulated or safety-critical industries
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📌 Head of Field Operations & Support (AU) (New South Wales)
🏢 Droneshield
📍 New South Wales