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Head of Field Service Engineering, Applications and QA/RA

2 weeks ago

Sydney, New South Wales, Australia Tardis Group Full time $120,000 - $150,000 per year

Ready to redefine customer experience in the clinical diagnostics space?

We're looking for an experienced and visionary leader to take on a pivotal role in driving Customer Care excellence, quality, and compliance across Australia. If you're passionate about delivering service that sets new industry benchmarks and want to play a key role in transforming how laboratories and hospitals experience technical support—this is your next opportunity

About the organisation and the position

A global leader in In Vitro Diagnostics (IVD) and clinical laboratory solutions is seeking a Head of Engineering, Applications Services and QA/RA to join their leadership team.

This senior role combines strategic leadership with operational oversight to drive best-in-class customer service, regulatory compliance, and quality management across a growing national footprint.

You'll lead a high-performing team of FSEs, FASs and QA/RA specialists, while working closely with the CEO and Executive Leadership Team to shape long-term success.

This is more than a management and leadership position—it's a chance to champion a culture of excellence and make a lasting impact on the Australian healthcare industry.

Responsibilities

  • Lead the Technical Support and QA/RA department to deliver exceptional service experience across multiple technologies and geographies
  • Set and drive a customer-focused strategy aligned with business growth and evolving client expectations
  • Act as Quality/RA Manager, overseeing Environmental and Quality Management Systems (EQMS), ISO certification, audits, and regulatory compliance
  • Shape the national support structure—from resourcing and team development to performance management and workflow optimisation
  • Create, monitor and achieve department KPIs, budget targets, and continuous improvement objectives
  • Champion a culture of accountability, collaboration, and service excellence
  • Partner with Sales, Marketing, Finance, and Supply Chain teams to ensure seamless customer experience and alignment with business goals
  • Build strong customer relationships through regular engagement and site visits
  • Represent the business in both local and regional meetings with APAC and Global stakeholders

Skills and experience

  • Bachelor's degree in Biomedical Engineering (or related discipline)
  • MBA or equivalent business qualification preferred
  • Certified Six Sigma practitioner and experienced in quality-driven operations
  • 7+ years' experience in high-value, complex medical technology or IVD environments
  • Proven track record in technical support/customer service leadership, with at least 5 years in a managerial role
  • Strong working knowledge of ISO standards, regulatory frameworks, and quality management systems
  • Demonstrated ability to lead cross-functional teams and deliver results in dynamic, customer-facing environments
  • Strategic thinker with excellent problem-solving, communication, and stakeholder management skills
  • Experience with business systems, analytics tools, and CRM/ERP platforms

What's on offer

  • Competitive executive-level salary package (Base + Super + Car Allowance + Bonus)
  • Full ownership of a high-impact portfolio
  • Opportunity to represent a globally respected brand and influence APAC-level initiatives/decisions
  • Collaborative and empowered leadership culture
  • Ongoing training and professional development
  • A company that values quality, innovation, and continuous improvement
  • Long-term career progression in a fast-evolving, purpose-driven sector

For more details, please feel free to contact Chris – chris.-