Field Service Engineering Lead

2 weeks ago

Pyrmont, Australia DroneShield Limited Full time

Work with cutting edge technology, making the world a safer and more secure place. DroneShield (ASX:DRO) offers an opportunity to solve some of world’s most challenging technical problems in the Electronic Warfare, Artificial Intelligence and Machine Learning, RF sensing, Sensor Fusion and distributed systems. Working with high profile customers across militaries, government agencies, airports, critical infrastructure, law enforcement and many others.

This role is in the DroneShield Sydney headquarters in Pyrmont, Sydney. There are approximately 300 staff based in the 4,000sqm facility today, scheduled to grow to approximately 400 staff by end of 2025. Overseas on the ground presence includes USA, Denmark, Mexico, and UAE, as well as distributors in over 70 countries globally.

**About the role**

DroneShield is a global leader in Counter-UAS technology, delivering integrated solutions across Defence, Government, and critical infrastructure. As we scale our operations globally, we're looking for a seasoned Field Service Engineering Lead to lead our team of Field Service Engineers (FSEs) across multiple regions and product lines.

The Field Service Engineering Lead will lead the global FSE team responsible for deploying, servicing, and supporting DroneShield systems across all customer environments. This role ensures that our solutions are delivered, maintained, and supported to the highest standard, with a focus on technical quality, responsiveness, and continuous improvement.

You will manage a team of Field Service Engineers (including Senior FSEs), support mission-critical deployments, develop best-practice service processes, and act as a key escalation point for customer issues in the field.

**Responsibilities, Duties and Expectations**
- Lead, mentor, and manage a global team of FSEs, including hiring, training, and performance management.
- Oversee field deployments, repairs, upgrades, and customer technical support in line with SLAs and project timelines.
- Develop and maintain instructions, standard operating procedures (SOPs), safety procedures, and training programs for field support.
- Collaborate with Operations, Customer Solutions, Quality Assurance, Engineering, and Product teams to ensure smooth handover from deployment to support.
- Provide leadership for escalated technical issues, customer concerns, and critical field investigations.
- Drive continuous improvement of field support operations, incorporating lessons learned, metrics, and feedback loops.
- Maintain accurate records via service platforms. (e.g. Jira, Salesforce).
- Support to resource deployment for rapid global support.
- Assist with development and delivery of service packages, warranty offerings, and support contract delivery.
- Represent the FSE function in program reviews, project planning, and customer meetings.

**Qualifications, Experience and Skills**
- Bachelor's degree in Engineering, Electronics, Telecommunications, or related field.
- Familiarity with electronics, RF systems, or embedded devices is desirable.
- At least 2 years in a people management or team leadership role
- Excellent interpersonal, leadership, and communication skills.
- Strong analytical and troubleshooting skills.
- Excellent written communication and technical documentation ability.
- Comfortable working in outdoor or operational environments during live trials.
- Ability to travel (including internationally)
- Eligible for an Australian NV1 security clearance.

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