The Senior Field Services Manager role is a diverse role and a critical part of the external customer-facing team supporting a growing global install base. This role will manage the end-to-end service delivery, focused on providing excellent customer experience, including both management of the service function and on-site support for customers.

APAS Independence is a technically complex and regulated product that must be installed and maintained according to strict GMP processes ensuring continued fitness for purpose. The Senior Field Services Manager will have an intimate working knowledge of the technology and how the customer interacts with the instrument. They will communicate with different stakeholders, including external service delivery partners, to problem-solve and resolve technical issues for customers.

Key responsibilities

Coordinates service coverage for APAS Independence customers globally

Maintains the service call management system and trends service related KPIs for reporting to senior management

Identifies opportunities for continuous improvement of the service function

Manages external service contractors and maintains records to track performance and ensure compliance

Actively supports the sale of service contracts and assists sales representatives and service team members with system configurations and upgrades

Ensures delivery against Service Level Agreements with customers

Develops and manages procedures for service delivery, training, and upgrades

Acts as the central point of contact with customers for instrument delivery, integration and service activities

Coordinates installation, preventative maintenance and service repairs for APAS instruments globally





Troubleshoots customer issues in a timely fashion and advises service distributors on repair of instruments as required

About you

Formal tertiary qualifications in engineering or equivalent

Minimum of 5 years' experience as field service engineer working on instruments within pathology (IVDs, medical devices) or the pharmaceutical microbiology sectors (regulated equipment)

Ability to work collaboratively with cross-functional international teams

Working knowledge of word processing, spreadsheets and presentation applications (computer literacy)

Experience working with service call management systems for the tracking of service activities and reporting

Excellent communication skills (written and oral) with the ability to train service personnel and liaise directly with multiple stakeholders (internal and external)

Excellent time, organisation and documentation skills

Proficient in the use of tools and techniques for problem-solving, decision-making and risk assessment

Familiar working within quality management systems (desirable)

Working knowledge of microbiology and microbiology laboratory practices (desirable)

About us

Clever Culture Systems (CCS) are AI specialists focussed on redefining microbiology workflows to make laboratories more effective. The company has developed a patent-protected machine learning and intelligent imaging platform technology for the automatic reading of microbiology culture plates, the Automated Plate Assessment System (APAS Independence). This market-leading and world-first Australian technology is setting a new standard for how culture plates are read, being sold to pharmaceutical manufacturers for environmental monitoring and clinical pathology laboratories for infectious disease screening.

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📌 Senior Field Service Manager (Adelaide)
🏢 Clever Culture Systems
📍 Adelaide