Service operations manager

Umano Medical inc; Newcastle City Council; On-site; AUD 90,000 - 120,000; Full time

Job summary

Umano Medical inc in Australia is seeking a leader to oversee Field Service Technicians and Technical Support Specialists. You will drive service performance across the country, coordinate field activities, and analyze KPIs to improve response times and first-time fix rates.

The role requires a Diploma in Mechanical or Manufacturing Engineering and 5–10 years of relevant experience, with travel up to 30% across Australia.

Qualifications

• Diploma in Mechanical or Manufacturing Engineering with relevant experience.
• 5 to 10 years of relevant experience.
• Strong problem-solving skills.
• Experience in planning and resource management.
• Experience in product repair and technical support.
• Willingness and availability to travel across Australia.

Responsibilities

• Lead 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 continuous improvement initiatives.
• Travel up to 30% across Australia for customer visits and site support activities.

Skills

Team leadership

Field service management

KPIs

Resource planning

Travel readiness

Education

Diploma in Mechanical or Manufacturing Engineering

Job description

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
• Strong problem-solving skills
• Experience in planning and resource management
• Experience in product repair and technical support
• Willingness and availability to travel across Australia