Lead a team of Field Service Technicians and Technical Support Specialists while driving operational excellence and service performance across Australia. You will oversee service operations, coordinate field activities, analyze key performance metrics, and ensure customers receive exceptional support. You will play a critical role in improving response times, optimizing resources, leading continuous improvement initiatives, and supporting major healthcare equipment installations.
Key responsibilities
- Manage a team of Field Service Technicians and Technical Support Specialists (3 to 5 employees)
- Schedule work assignments and coordinate technicians' calendars for customer service requests and large-scale installations
- Track and report on key performance indicators (KPIs) covering all department activities
- Analyze service quality, including response times,
on-site visit lead times, and first-time issue resolution rates
- Ensure the proper operation and maintenance of the team's vehicle fleet
- Participate in inventory counts and various continuous improvement initiatives
- Travel up to 30% across Australia for customer visits and site support activities
About you
- Diploma in Mechanical or Manufacturing Engineering with relevant experience
- 5 to 10 years of relevant experience
- Robust problem-solving skills
- Experience in planning and resource management
- Experience in product repair and technical support
- Willingness and availability to travel across Australia
- Valid driver's license
📌 Service operations manager (Newcastle)
🏢 Umano Medical
📍 Newcastle
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