Regional Field Service Manager (North)

Department: Service - Field Service

Employment Type: Permanent - Full Time

Location: Australia/Sydney

Reporting To: Service & Operations Director, ANZ

Description

ROLE TITLE:                            Regional Field Service Manager (North)           FUNCTION:                             Field ServiceREGION:                                  Asia Pacific REPORTING:                           Service & Operations Director, ANZLOCATION:                              Macquarie Park, Sydney Introducing GloryGlobal Leaders in Customer Experience Automation With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.  ROLE PURPOSEThe Regional Field Service Manager plays a dual leadership role – ensuring the highest level of customer satisfaction while effectively managing and supporting Field Service Engineers and subcontractors across multiple states.  Acting as the key liaison between customers, Engineers and internal support teams, this role ensures that service delivery aligns with contractual obligations and Company standards.  The Regional Field Service Manager is responsible for both the performance and development of the Field team and the ongoing enhancement of customer relationships through proactive service management and operational excellence. 

Key Responsibilities

MAIN RESPONSIBILITIESField Service Operations & Stock Management

• Lead, support and motivate Field Service Engineers and subcontractors to deliver high-quality service outcomes. 
• Manage depot and agent location stock, ensuring minimum stock levels are consistently maintained. 
• Maintain accurate stock records, audit technician usage, and ensure timely completion of cycle counts and stocktakes. 
• Allocate resources to ensure optimal regional coverage and Field efficiency. 

 Service Performance & SLA Delivery

• Oversee daily service delivery, ensuring all contractual obligations and SLA targets (including response times, fix times, PM’s, repeat calls, availability times) are met.  
• Monitor productivity across internal and subcontractor teams, addressing performance or process gaps as required. 
• Engage with and support subcontractors for the region.
• Ensure preventative maintenance is completed on schedule in line with monthly targets and in accordance with quality standards. 
• Working with the Product Support team, manage High Incident Sites (HIS) through data analysis, site visits, team re-training, and continuous monitoring and actionable outcomes to drive improvement. 

 Team Leadership & Technical Development

• Effectively lead and manage the Field Service team with authenticity to drive team performance, engagement and cultural alignment.
• Foster a culture of engagement and continual learning across the team.
• Proactively develop the team, creating opportunities to share, influence and learn from each other.
• Proactively participate in people management processes including ePDR’s, managing for performance, team development, wellbeing and recognition.
•  Ensure employees understand the performance standards, goals and behaviours needed to be successful.  
• Identify any gaps in competency/training/knowledge with Field Service Engineers and provide mentoring when required or recommend formal training if necessary, in conjunction with the Product Support team for technical training. 
• Review the Product Support training calendar and training matrix regularly, booking Engineers in for training in line with requirements to reach and maintain a fully competent team and with consideration to upcoming product installations. 
• Review complex service calls with Engineers, providing coaching and support as required. 
• Complete audits on Service Engineer PM’s to ensure that they are following correct process.
• Address low-level performance or conduct issues, escalating more serious concerns in line with HR policies. 

 Customer Engagement & Relationship Management

• Act as the point of escalation for assigned customers. 
• Build and maintain strong relationships with key customers through ongoing communication and engagement and regular service reviews. 
• Attend and lead weekly/monthly client meetings presenting SLA and KPI performance and discussing service improvements.
• Analyse service data and provide actionable recommendations for improvement, both internally and to customers. 
• Deliver monthly service reports with meaningful commentary tailored to customer needs.,  

 Health & Safety

• Adherence to Health & Safety policies and procedures at all times
• Ensure staff are informed of Health & Safety requirements in the workplace and are adequately trained to carry out their work safely
• Ensure the prompt and accurate reporting, recording and investigation of all workplace incidents and injuries
• Ensure all hazards are promptly assessed for their significances, and managed according to the hazard management process
• Carry out and manage all Health and Safety processes and procedures including Safety Toolbox Talks, motor vehicle audits and Job Safety Assessments.

 

Skills, Knowledge & Expertise

REQUIRED QUALIFICATIONS

• Recognised technical qualification
• Frontline management qualification 
• Current driver’s licence

 REQUIRED SKILLS AND COMPETENCIES 

• Minimum 5 years’ experience in a state-based or national service management role 
• Demonstrated ability to lead, develop and manage geographically dispersed teams
• Strong communication and interpersonal skills with both technical teams and customers
• Ability to work independently and set priorities to meet customer and organisational expectations
• Proven problem solving and analytical skills
• High level of organisational and time management skills
• Strong customer service orientation and commercial awareness
• Ability to perform under pressure and work to deadlines
• Self-motivated and results driven
• Capable of engaging and motivating teams while fostering accountability

Job Benefits

Glory ValuesThe Glory Values represent our commitment to collaboration, diversity and innovation. They serve as a practical blueprint of how we work together both with colleagues and customers. By living these values, we can tackle new challenges, exceed expectations, enhance our skills, and foster trust and respect in our work relationships.

• Customer Delight. We put our customers first 
• Integrity. We do the right thing, always. 
• Innovation. We embrace new challenges and shape the future. 
• Speed. We move fast, that’s how we stay ahead. 
• Diversity & Respect. We value the strength in our differences. 
• Teamwork. We succeed together. 

Equal OpportunitiesGlory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law. Third Party AgenciesUnsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.  Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.