Service & Support Operations Engineer

A Little About the Role / Why This Role Matters

Role Introduction
We’re looking for a Service & Support Operations Engineer to join our Service and Support team at Creature Technology. You’ll help clients keep some of the world’s most exciting animatronic creatures performing at their best by coordinating support requests, spare parts, quotes and service activity from first enquiry through to delivery.
This is a varied role that brings together engineering knowledge, commercial awareness and client communication. You’ll work across our engineering, manufacturing and support teams to turn complex requests into clear, practical outcomes.

Why Creature Technology?
Creature Technology are award winning global leaders in creating awe inspiring creatures that captivate visitors at some of the world’s most exciting visitor attractions and theatre productions. We are an all in one design, engineering, and fabrication studio. Combining creativity, artistry, and cutting edge technology to bring animatronic characters to life.

A Little About the Role / Why This Role Matters
Once our creatures leave our Port Melbourne workshop, they continue performing in attractions around the world. Keeping them moving requires responsive support, accurate replacement parts and clear communication between clients and the specialists who understand each system.
You’ll be the operational link that brings those pieces together. You’ll understand what the client needs, interpret drawings and product information, coordinate technical input, prepare quotes and keep work moving through our internal teams. Your organisation, judgement and follow-through will give clients confidence that their request is understood and being managed properly.

What You’ll Do

• Manage client support and spare-parts requests from intake and clarification through to assignment, tracking, communication and closure.
• Prepare and coordinate technical service and spare-parts quotes, gathering labour, material, resource and delivery inputs from internal teams.
• Interpret engineering drawings, technical documentation and product information to understand service requirements and quotation scope.
• Prepare task sheets, job-activation paperwork, workflow records and supporting documentation needed to begin and track work.
• Communicate progress, proposed delivery dates, delays, dependencies and next steps clearly with clients.
• Track approved quotes and orders through engineering, purchasing, production, completion and dispatch.
• Coordinate project-related priorities and provide functional direction to Support Engineers without acting as their line manager.
• Monitor service levels, ageing work, delivery commitments and approved estimates, escalating blocked work or variance when required.
• Confirm technical advice and proposed solutions have received the appropriate Engineering review before communicating them externally.
• Maintain accurate and retrievable records across service-management, ERP, CRM or project-tracking systems.
• Prepare operational reports and service information for management and client reviews.
• Improve workflows for service requests, quoting, spares, job activation, tracking, documentation and client communication.

Requirements

You could be the one if you…

• Hold a bachelor’s degree in Mechanical Engineering, Electrical Engineering, Mechatronics Engineering or another relevant engineering discipline.
• Have at least five years’ relevant experience coordinating technical service delivery, spares, engineering operations, customer support or project workflows.
• Have worked in an engineering, manufacturing or similarly complex technical environment.
• Have experience preparing or coordinating technical quotes using scope, labour, material, resource and delivery inputs from multiple stakeholders.
• Can interpret engineering drawings, technical documentation and product information for service, operational or quotation purposes.
• Have managed client requests from initial intake through internal activation, tracking, communication and closure.
• Have used service-management, ERP, CRM, workflow or project-tracking systems to maintain accurate records and delivery visibility.
• Have improved operational processes and documented practical workflows or procedures.
• Communicate clearly with clients and internal teams, including when managing expectations or escalating delays and risks.
• Can follow work across multiple teams, maintain momentum and escalate appropriately when progress is blocked.
• Have tracked work against service levels, delivery commitments, approved estimates or budgets and reported variance.
• Can work full-time onsite at our Port Melbourne office.

Nice to Have

• Experience with spare-parts sales, aftersales service or technical product support.
• Experience coordinating dispatch, logistics or international shipments of technical parts and equipment.
• Experience working with service-level agreements and service-performance reporting.
• Experience with job costing, margin analysis or profitability reporting.
• Experience presenting operational information during client or management review meetings.
• Experience in animatronics, automation, machinery, theme parks, live entertainment or bespoke manufacturing.
• Experience using Zendesk, Jira Service Management, Microsoft Dynamics or a comparable service-management platform.
• Formal training in project management, service management, operations or process improvement.

Working Arrangements & What We Offer

Working Arrangements
This is a full-time, permanent role based onsite at our Port Melbourne office.
Creature Technology supports clients around the world. Occasional domestic or international travel may be required for client engagement, service planning or operational support. When attending client sites, you’ll support the client relationship and service coordination rather than act as the technical fault-resolution authority.

What We Offer
A friendly, human work environment and a culture of creatively minded, hardworking people who care deeply about their craft and the work they do. Opportunities to continually learn, grow, and develop your skills alongside a widely experienced, cross disciplinary team. Ways of working that genuinely support work life balance.
We want you to love your work and your life outside of Creature Technology. Your wellbeing matters to us. We provide access to a holistic assistance program supporting many areas of life and health, as well as an on site gym.

Diversity, Equity, Inclusion & Belonging
We care about the planet, and the people that live on it. We value inclusivity and belonging at Creature Technology; only with a diverse and inclusive team that feels a genuine sense of belonging will we reach our vision. DEIB is a pillar of every project and initiative we work on. 

Our core values encourage us to show unwavering respect, keep an open mind and stay curious, and act with integrity and care in every aspect of our work. We welcome you to join our team regardless of background, gender identity, sexual orientation, religious beliefs, age, or lived experience. 

Research shows candidates from neurodiverse and under represented backgrounds often only apply for roles if they meet all listed criteria. We hire based on experience and passion, so if this role interests you, we encourage you to apply even if you don’t meet every requirement. If you need reasonable adjustments at any stage of the recruitment process, please let us know. You’re also welcome to share your pronouns at any point.

Salary

Minimum: 110000
Maximum: 125000
Currency: AUD
Pay period: Annual