Service Manager - Australia & New Zealand

Service Manager, Australia & New Zealand

Location: 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 Responsibilities

Service 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.
• Partner with Customer Success teams to improve customer adoption of connected safety solutions, cloud platforms, and subscription services.
• Monitor customer satisfaction metrics and implement corrective actions where required.
• Lead voice-of-customer initiatives and convert feedback into measurable operational improvements.

Commercial & Business Growth

• Partner with Sales and Customer Success to support revenue growth objectives.
• Own service profitability, labour utilization, service margins, and operational cost management.
• Support development and renewal of: 
  • Service agreements
  • Calibration programs
  • Rental contracts
  • Software subscriptions
  • Managed service offerings
• Identify opportunities to expand service offerings and increase recurring revenue.
• Provide technical and operational expertise during customer visits, audits, tenders, proposals, and contract negotiations.
• Support channel partners in delivering consistent service standards across ANZ.

Rental Fleet Management

• Lead the ANZ rental business to ensure fleet availability, utilization, quality, and profitability.
• Develop strategies to maximize rental fleet performance and asset utilization.
• Ensure rental assets are maintained, calibrated, certified, and compliant.
• Monitor fleet demand trends and recommend fleet expansion or optimization investments.
• Support emergency response deployments and major project requirements.

Digital & Connected Safety Leadership

• Drive customer adoption of iNet®, SAFER One®, and other connected safety solutions.
• Ensure service teams are capable of supporting cloud-connected devices and digital services.
• Leverage operational data and analytics to improve customer outcomes and service performance.
• Support deployment of new technologies, AI-enabled diagnostics, predictive maintenance initiatives, and remote support capabilities.

People Leadership

• Lead, coach, and develop a high-performing service and customer success organization.
• Create a culture of accountability, engagement, continuous learning, and operational excellence.
• Develop technical competency frameworks and succession plans.
• Conduct regular performance reviews and development planning.
• Ensure technicians maintain certification, accreditation, and competency requirements.
• Promote teamwork across service, sales, customer success, and partner organizations.

Strategic Partner & Distributor Development

• Develop service capability across distributor and channel partner networks.
• Implement distributor certification and competency programs.
• Conduct regular service reviews with key partner organizations.
• Ensure channel partners maintain required service quality standards.
• Support partner development for connected safety and managed service offerings.

Quality, Safety & Compliance

• Foster a strong safety-first culture consistent with Industrial Scientific values and customer expectations.
• Ensure compliance with all Australian and New Zealand regulations, quality standards, and internal policies.
• Lead investigations and root-cause analysis of service issues, customer complaints, and quality events.
• Maintain accurate service, calibration, and asset records within business systems.
• Support ISO quality management and continuous improvement initiatives.
• Ensure service centre audit readiness at all times.

Key Performance Indicators

The Service Manager will be measured against:

Customer

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• Contract Renewal Rate
• Escalation Resolution Time

Operational

• Service Turnaround Time
• On-Time Delivery (OTD)
• First-Time Fix Rate
• Calibration and Repair Backlog
• Labour Utilization
• Service Productivity

Commercial

• Service Revenue Growth
• Recurring Revenue Growth
• Service Gross Margin
• Rental Revenue Growth
• Rental Fleet Utilization
• Service Contract Renewals

People

• Employee Engagement
• Training Completion
• Technical Certification Compliance
• Retention of Key Talent

Continuous Improvement

• FBS Kaizen Events Completed
• Productivity Improvements Achieved
• Cost Savings Delivered
• Digital Adoption Metrics

Qualifications & Experience

Required

• 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.

Preferred

• 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.

Key Competencies

• Customer Obsession
• Safety Leadership
• Commercial Acumen
• Strategic Thinking
• Operational Excellence
• People Development
• Change Leadership
• Data-Driven Decision Making
• Cross-Functional Collaboration
• Continuous Improvement Mindset
• Technical Leadership
• Problem Solving
• Stakeholder Management
• Business Transformation

Travel Requirements

• Up to 25% travel within Australia and New Zealand.
• Regular travel to customer sites, particularly mining and industrial operations.
• Occasional international travel for leadership meetings, training, and strategic initiatives.