Regional Field Service Manager

**Description**:
**ROLE TITLE: Regional Field Service Manager (North)**

**FUNCTION: Field Service**

**REGION: Asia Pacific**

**REPORTING: Service & Operations Director, ANZ**

**LOCATION: Macquarie Park, Sydney**

**Introducing Glory**

**Global Leaders in Customer Experience Automation**

With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.

**ROLE PURPOSE**

The Regional Field Service Manager plays a dual leadership role - ensuring the highest level of customer satisfaction while effectively managing and supporting Field Service Engineers and subcontractors across multiple states. Acting as the key liaison between customers, Engineers and internal support teams, this role ensures that service delivery aligns with contractual obligations and Company standards. The Regional Field Service Manager is responsible for both the performance and development of the Field team and the ongoing enhancement of customer relationships through proactive service management and operational excellence.

**Key Responsibilities**:
**MAIN RESPONSIBILITIES**

**Field Service Operations & Stock Management**
- Lead, support and motivate Field Service Engineers and subcontractors to deliver high-quality service outcomes.
- Manage depot and agent location stock, ensuring minimum stock levels are consistently maintained.
- Maintain accurate stock records, audit technician usage, and ensure timely completion of cycle counts and stocktakes.
- Allocate resources to ensure optimal regional coverage and Field efficiency.

**Service Performance & SLA Delivery**
- Oversee daily service delivery, ensuring all contractual obligations and SLA targets (including response times, fix times, PM’s, repeat calls, availability times) are met.
- Monitor productivity across internal and subcontractor teams, addressing performance or process gaps as required.
- Engage with and support subcontractors for the region.
- Ensure preventative maintenance is completed on schedule in line with monthly targets and in accordance with quality standards.
- Working with the Product Support team, manage High Incident Sites (HIS) through data analysis, site visits, team re-training, and continuous monitoring and actionable outcomes to drive improvement.

**Team Leadership & Technical Development**
- Effectively lead and manage the Field Service team with authenticity to drive team performance, engagement and cultural alignment.
- Foster a culture of engagement and continual learning across the team.
- Proactively develop the team, creating opportunities to share, influence and learn from each other.
- Proactively participate in people management processes including ePDR’s, managing for performance, team development, wellbeing and recognition.
- Ensure employees understand the performance standards, goals and behaviours needed to be successful.
- Identify any gaps in competency/training/knowledge with Field Service Engineers and provide mentoring when required or recommend formal training if necessary, in conjunction with the Product Support team for technical training.
- Review the Product Support training calendar and training matrix regularly, booking Engineers in for training in line with requirements to reach and maintain a fully competent team and with consideration to upcoming product installations.
- Review complex service calls with Engineers, providing coaching and support as required.
- Complete audits on Service Engineer PM’s to ensure that they are following correct process.
- Address low-level performance or conduct issues, escalating more serious concerns in line with HR policies.

**Customer Engagement & Relationship Management**
- Act as the point of escalation for assigned customers.
- Build and maintain strong relationships with key customers through ongoing communication and engagement and regular service reviews.
- Attend and lead weekly/monthly client meetings presenting SLA and KPI performance and discussing service improvements.
- Analyse service data and provide actionable recommendations for improvement, both internally and to customers.
- Deliver monthly service reports with meaningful commentary tailored to customer needs.,

**Health & Safety**
- Adherence to Health & Safety policies and procedures at all times
- Ensure staff are informed of Health & Safety requirements in the workplace and are adequately trained to carry out their work safely
- Ensure the prompt and accurate reporting, recording and investigation of all workplace incidents and