Field Service Manager: Lead Tech & Customer Excellence

KONE; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Base + Car Allowance + Incentives

Industry-leading products

World-class learning & development

Job summary

KONE in Sydney, NSW is seeking a Field Service Manager to lead a team of technicians, oversee field operations and strengthen customer relationships. The role focuses on delivering exceptional service, safety and quality, while driving operational excellence and customer satisfaction.

Ideal candidates bring customer-facing leadership experience, strong communication skills and a clear commercial focus. This position offers career progression within a global organisation and a focus on safety and

Qualifications

• Experience in customer-facing leadership roles within service, operations, facilities, construction or similar environments.
• Proven ability to build credibility, trust and long-term relationships with customers.
• Outstanding communication skills, with the ability to influence and align stakeholders.
• Confidence leading teams and delivering operational outcomes through others in a field or service environment.
• Ability to coordinate and prioritise field-based activity, ensuring teams are set up to deliver safe, high-quality outcomes.
• A strong customer mindset with high emotional intelligence.
• A sound commercial understanding and appreciation of how customer experience drives business performance.
• A strong commitment to safety and doing things the right way.
• Full drivers licence required.

Responsibilities

• Acting as the primary point of connection for a portfolio of customers, ensuringclear, proactive and professional communication.
• Planning, prioritising and coordinating maintenance and repair activities across the technician team to consistently deliver on customer expectations.
• Leading, coordinating and running the day‑to‑day activities of an established team of technicians, including planning, performance, and development.
• Spending time in the field building strong relationships and gaining a deep understanding of customer needs.
• Owning customer relationships to support the retention and long‑term growth of service partnerships.
• Identifying opportunities to add value for customers by aligning service delivery to their evolving needs.
• Partnering with internal sales and service teams to ensure customer solutions are delivered seamlessly.
• Using customer insight and feedback to drive continuous improvement and support sustainable business growth.
• Championing safety, quality and consistent ways of working across the service team.

Skills

Customer leadership

Communication

Stakeholder management

Team leadership

Safety

Customer experience

Commercial awareness

Problem solving

Full driver's licence

Job description

KONE in Sydney, NSW is seeking a Field Service Manager to lead a team of technicians, oversee field operations and strengthen customer relationships. The role focuses on delivering exceptional service, safety and quality, while driving operational excellence and customer satisfaction.

Ideal candidates bring customer-facing leadership experience, strong communication skills and a clear commercial focus. This position offers career progression within a global organisation and a focus on safety and