National Service Operations Manager

Brasseler USA Inc.; Australia; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Birthday leave

Parental leave (13 weeks)

Discounts on dental products

Flu shots

Salary packaging

Job summary

Henry Schein in Australia seeks an experienced National Service Operations Manager to lead Install, Repair & Fix Service Operations across the country. You will coach Team Leaders, drive efficiency, and implement strategic projects while ensuring exceptional customer outcomes.

The role offers flexibility with Sydney, Brisbane or Melbourne as bases and requires strong leadership, stakeholder management and a customer-first mindset.

Qualifications

• Experience leading service operations in a corporate environment.
• Proven ability to build, develop and retain high-performing teams.
• Strong track record delivering operational improvements and leading projects.

Responsibilities

• Lead a high-performing field service operation across Australia.
• Coach frontline leaders to maximise capability and engagement.
• Drive operational efficiency and continuous improvement initiatives.
• Use data and dashboards to improve service performance and outcomes.

Skills

People leadership

Coaching

Operational excellence

Stakeholder management

Data-driven decisions

Education

Bachelor's degree in related field

Tools

ERP

CRM

BI tools

Dashboards

Job description

In Australia, Henry Schein is the leading supplier of dental solutions. Our Team Schein Members deliver the solutions that health care professionals rely on to improve the performance of their practice so they can improve the lives of patients. Lead Performance. Drive Change. Elevate the Customer Experience. Are you an experienced Service Operations leader who thrives on building high-performing teams, driving operational excellence, and delivering exceptional customer outcomes? We are seeking a strategic and customer centric National Service Operations Manager to lead our Install, Repair & Fix Service Operations across Australia. Reporting to the Head of Equipment and Service, you will play a critical role in shaping the future of our service function by developing people, optimising processes, implementing transformative projects, and creating an outstanding experience for both customers and technicians. This is a unique opportunity to join a market-leading organisation and influence the performance, culture, and continuous improvement of a national field service operation.

About the Role

As the National Service Operations Manager, you will lead a team of Service Team Leaders driving consistency, capability, and operational excellence across the service department.

We are open to considering candidates who are located in either Sydney, Brisbane or Melbourne.

• Leading and developing a high-performing, customer-focused service organisation
• Coaching and mentoring frontline leaders to maximise team capability and engagement
• Driving operational efficiency and continuous improvement initiatives
• Enhancing customer satisfaction and service performance through data driven decision making
• Implementing strategic projects, systems, and service management processes
• Building effective workforce planning, capability frameworks, and training programs
• Using service metrics, dashboards, and customer insights to improve performance
• Creating a culture of accountability, collaboration, and continuous learning
• Supporting the delivery of strategic business objectives while ensuring exceptional customer outcomes

About You

You are a proven service operations leader with a passion for people, customers, and process improvement. You understand how to drive performance through others, build strong cultures, and navigate the complexity of a large field-based service environment.

You’ll Bring

• 5-10+ years' experience leading service operations teams within a corporate environment
• Experience managing field-based technical service teams through Team Leaders
• A strong track record of building, developing, and retaining high-performing teams
• Proven experience delivering operational improvements and leading business-critical projects
• Exceptional stakeholder management and customer relationship skills
• A customer-first mindset with a focus on service excellence and customer satisfaction
• Strong commercial acumen and experience using service metrics and dashboards to drive results
• The ability to influence, lead change, and engage diverse stakeholder groups
• A strategic approach to problem-solving and continuous improvement
• Confidence navigating grey areas, bringing clarity, direction, and practical solutions to complex situations

Essential Skills & Experience

• Proven people leadership and coaching experience
• Technical service leadership experience within a field-based environment
• Project management experience
• Customer relationship management experience
• Strong analytical and problem-solving capabilities
• Advanced systems capability, including ERP, CRM, BI tools and reporting platforms
• Excellent communication, presentation and stakeholder management skills
• Valid Driver's Licence
• Ability to travel interstate

Why Join Us?

Industry-leading organisation with a strong reputation, clear purpose, and values-driven culture. Opportunity to lead meaningful transformation and shape the future of service operations. Make a genuine difference to customer outcomes and team success every day. Join a collaborative and supportive leadership team committed to continuous improvement. Career development opportunities within a growing national business. Comprehensive employee benefits program which offers birthday leave, 13 weeks paid parental leave*, discounts on retail and dental products and services, flu shots, salary packaging options and more.

• birthday leave
• 13 weeks paid parental leave*
• discounts on retail and dental products and services
• flu shots
• salary packaging options and more

Candidate based in QLD and VIC will also be considered.

Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes.

We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place.

Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request.

• US Candidates: [e-mail]
• UK and Ireland Candidates: [e-mail]
• Australia and New Zealand Candidates: [e-mail]
• Malaysia Candidates: [e-mail]
• Italy Candidates: [e-mail]

Work Arrangements

• Work From Home: Work is performed directly from the TSM's home office.
• Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required.
• Onsite: Work is performed exclusively at a company facility.
• Field: Position requires traveling to different locations within a specific geographic territory, as assigned.