CWS Field Service Manager

• Exciting opportunity to join a global leader at the forefront of supply chain automation solutions • Located at Belrose on Sydney’s Northern Beaches – WFH and Office flexibility • Lead a high performing Field Service Engineering team across ANZ We offer: Power your future. Start your dream career with Dematic today! Perks & Benefits Competitive remuneration Fitness Passport – Discounted access to a wide network of gyms, pools and fitness facilities across the country Exclusive health cover via Medibank – 9% discount on corporate health plans designed to fit every lifestyle, life stage and budget Opportunity to work within a dynamic team within a larger organisation Excellent Employee Referral Bonus program earning $$ Learning & Development – financial support for further education, career development and global opportunities Paid parental and carers leave as well as Purchase leave Salary sacrificing options and novated leasing available Corporate discounts on car rentals and IT products / accessories Free annual flu vaccination THE OPPORTUNITY We’re looking for an experienced and commercially focused National Field Service Manager to lead our Connected Workforce Solutions (CWS ) business across Australia and New Zealand. This hybrid role offers the flexibility of working from home and from our Belrose office on Sydney’s Northern Beaches . Dematic’s CWS division delivers supply chain solutions, specialising in mobile computing, logistics IT systems, and advanced technologies including voice and vision-directed solutions, mobile devices, RFID, and wireless infrastructure. Tasks and Qualifications: KEY RESPONSIBILITIES Lead, coach and develop a geographically dispersed team of field service engineers across Australia and New Zealand. Oversee workforce planning, rostering and resource allocation to meet customer commitments, maximise productivity and support employee wellbeing. Ensure exceptional customer service through timely communication, effective issue resolution and high-quality service delivery. Manage technical escalations and problem resolution for both internal and external customers. Direct day-to-day field service operations, workload planning and scheduling to achieve customer SLA commitments. Manage major customer accounts, key projects and critical customer matters across the CWS. Drive operational excellence through continuous improvement initiatives, process optimisation and strategic business planning. Lead team performance, including goal setting, coaching, performance reviews and capability development. Manage departmental P&L performance, delivering revenue, gross margin and EBIT targets. Ensure compliance with Dematic SafeWork procedures, company policies and industry standards. Oversee customer contracts from review and negotiation through to execution, ensuring compliance and timely customer sign-off. Coordinate third-party vendor relationships and communications to ensure seamless service delivery and customer satisfaction. ABOUT YOU To be successful in this role, you will bring: Experience leading field service, technical service or operational teams across multiple locations and on-call rosters that operate in a 24/7 support environment is desirable. Strong leadership, coaching and team development skills. Experience managing customer relationships and service delivery. Commercial acumen, including P&L, budgeting and financial management. Strong planning, resource management and problem-solving abilities. Experience managing contracts, vendors and key stakeholders. A genuine commitment to safety, operational excellence and customer satisfaction. Desirable Experience within engineering, automation, logistics, material handling, telecommunications or related industries. Experience leading geographically dispersed teams across Australia and New Zealand. Knowledge of SLAs, service delivery and continuous improvement practices. Why Work for Dematic and what sets us apart? There's never been a more exciting time to join Dematic. Every day, our technology helps some of the world's biggest brands move products through warehouses and distribution centres to customers' doorsteps. As a global leader in intelligent automation and intralogistics solutions, we employ more than 11,000 people worldwide , including 900+ employees across Australia and New Zealand . You'll join a collaborative, high-performing team where innovation, development and career growth are genuinely encouraged. And some other great things to know about us…… Employee engagement is high at 80% in our recent ANZ employee survey Average tenure is 8 years, with 12% internal promotions and transfers annually because we actively invest in developing our people A staggering 30% of all new hires are referrals, as our people know it's a great place to work and recommend it to others Apply Now If you are an experienced, passionate field service leader looking for your next challenge and want to play a key role in driving operational excellence across Australia and New Zealand, we encourage you to apply. submit your latest Resume and Cover letter – explaining why you are a good fit for the role MUST have full Australian working rights Please note that due to the high number of responses, we will only respond to candidates that have been shortlisted. Dematic is an equal opportunity employer committed to a diverse, inclusive, and harassment-free workplace.