Field Service Manager

Why should you apply?

This is an opportunity to join a highly regarded, privately owned Australian business with more than 45 years of experience supplying specialised machinery and solutions across the print, packaging and industrial sectors. The business has built its reputation on technical expertise, strong supplier partnerships and, importantly, long term customer relationships.

You will have the opportunity to take greater ownership of how customers are supported following the purchase of new machinery. The business is prepared to invest significantly in the successful candidate, including training and exposure to international equipment suppliers across Europe and Asia.

This would suit someone who enjoys being technically hands-on but equally values the customer side of field service - building relationships, solving problems and becoming a trusted point of contact.

About the role

Based in Melbourne’s south-east, the Field Service Manager will take ownership of machinery installation, technical support and ongoing customer service across Australia and New Zealand.

Working closely with the sales team, international machinery suppliers and an established network of specialist contractors, you will support customers throughout the equipment lifecycle - from installation, commissioning and training through to troubleshooting, upgrades, spare parts and ongoing technical support.

This is a hands-on field role requiring someone who can combine technical capability with strong communication and customer relationship skills. Travel will fluctuate depending on installations and customer requirements, with regular interstate and New Zealand travel.

Key responsibilities

• Coordinate and support machinery installations, commissioning and customer training.
• Diagnose and troubleshoot technical issues across a range of capital equipment.
• Act as a key technical point of contact for customers, providing responsive and practical solutions.
• Liaise directly with international OEMs to resolve technical issues and access specialist support.
• Coordinate external contractors and technical resources for installations and service requirements.
• Support spare parts, warranty reviews, equipment upgrades and ad-hoc technical projects.
• Develop strong, long-term relationships with customers and understand their operational requirements.
• Partner with the sales team on technical requirements, proposals and ongoing customer opportunities.
• Maintain accurate service, customer and technical documentation.
• Travel across Australia and New Zealand as required.

The ideal candidate will have experience in the following:

• Electrical, electronic, mechanical, mechatronic or similar technical experience.
• Experience installing, commissioning, servicing or troubleshooting industrial machinery.
• Strong fault-finding and practical problem-solving capability.
• Confidence dealing directly with customers in technical and sometimes time-critical situations.
• A genuine customer-first mentality and ability to build long-term relationships.
• The ability to work autonomously and coordinate multiple customer requirements.
• Strong communication skills when dealing with customers, contractors and international suppliers.
• A willingness to travel regularly throughout Australia and New Zealand.
• Curiosity and willingness to learn new machinery - you do not need to know every answer, but you need to know how to find it.

To apply online, please click on the apply function. Alternatively, for a confidential discussion, please contact Nicole Tianihad on ntianihad@sharpandcarter.com.au