Service Manager, Australia & New Zealand
- Compensation
- Not disclosed
- Location
- Perth, Western Australia, Australia
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 3+ years
- Category
- Not specified
- Posted
Skills
Must have
- Bachelor's degree in Engineering, Electronics, Instrumentation, Business, Operations Management, or related discipline; equivalent industry experience considered.
- 7+ years of experience leading service operations, technical support, field service, or industrial instrumentation teams.
- 3+ years of people leadership experience.
- Proven experience managing customer-facing service organizations with P&L accountability.
- Strong experience within mining, industrial technology, instrumentation, safety equipment, automation, or related sectors.
- Demonstrated ability to lead operational transformation and process improvement initiatives.
- Experience with CRM, ERP, and service management platforms.
- Strong financial and commercial acumen.
Nice to have
- Experience in gas detection, connected worker technologies, industrial safety, or environmental monitoring.
- Knowledge of Fortive Business System (FBS), Lean, Six Sigma, or Kaizen methodologies.
- Experience working within distributor and channel partner networks.
- Experience managing rental or asset-based service businesses.
- Project and change management experience.
Full description
Service Manager, Australia & New ZealandLocation: Perth, Western Australia
Reporting To: Director, Australia & New Zealand
Direct Reports: Service Engineers, Service Technicians, Service Coordinators, Customer Success Specialists, Rental Operations Personnel (as applicable)
About the Role
At Industrial Scientific, our mission is to end workplace deaths by 2050.
The Service Manager ANZ is responsible for leading the Perth-based Service Centre and field service operations across Australia and New Zealand. This role ensures the safe, efficient, and profitable delivery of service, calibration, repairs, rental solutions, technical support, connected safety services, and customer success programs.
As a member of the ANZ Leadership Team, the Service Manager drives operational excellence, customer retention, recurring revenue growth, and service innovation. The role partners closely with Sales, Customer Success, Operations, Global Service, Product Management, and Channel Partners to enhance customer outcomes while leveraging Fortive Business System (FBS) principles and digital transformation initiatives.
The position plays a critical role in supporting the mining, oil & gas, industrial, utilities, government, emergency response, and infrastructure sectors throughout Australia and New Zealand.
Key ResponsibilitiesService Centre & Operational Leadership
- Lead all Perth service centre activities, including repairs, calibrations, rental fleet operations, warranty processing, logistics coordination, and technical support.
- Ensure service turnaround times meet or exceed customer expectations and contractual service commitments.
- Establish and maintain best-in-class service workflows utilizing Lean and FBS methodologies.
- Drive continuous improvement initiatives focused on throughput, quality, efficiency, capacity planning, and cost reduction.
- Develop scalable operational processes to support business growth across ANZ.
- Ensure appropriate inventory management of spare parts, loan equipment, calibration gases, rental fleet assets, and consumables.
- Implement service forecasting and workforce planning to align resources with customer demand.
Customer Success & Experience
- Champion a customer-first culture focused on retention, advocacy, and long-term customer value.
- Act as the executive escalation point for critical customer issues and service recovery activities.
- Regularly engage strategic mining and industrial customers to understand operational challenges and identify improvement opportunities.