About the roleThe Field Service Team Leader is responsible for leading DroneShield's Field Service Engineering capability, ensuring high-quality technical support, installation, maintenance, and sustainment of deployed systems.
This role acts as the link between Customer Delivery, Test & Evaluation (T&E), and Technical Operations, ensuring all service activities are effectively planned, resourced, and reported. The role is approximately 70% leadership/operations and 30% hands-on technical support.
Responsibilities, Duties and Expectations - Lead, coach, and mentor a team of Field Service Engineers to drive performance and engagement
- Set expectations for professionalism, technical excellence, safety, and customer interaction
- Conduct regular one-on-ones, performance reviews, field audits, and competency assessments
- Support onboarding, structured training, and ongoing upskilling
- Foster a culture of accountability, collaboration, and continuous improvement
Planning, Scheduling & Coordination- Allocate FSE resources across projects, installations, demos, training, and service activities
- Collaborate with Project Managers and Customer Delivery teams on resource planning
- Maintain a forward-looking master FSE schedule and provide regular updates
- Review and approve pre-deployment readiness, field kits, and equipment allocation
- Ensure all travel, logistics, and safety requirements are met for deployments
Operational Excellence- Monitor and improve key service metrics:
- First-Time Fix Rate (FTFR)
- Mean Time to Repair (MTTR)
- Technician utilisation
- Response and resolution times
- Identify bottlenecks and implement process improvements
- Ensure adherence to service standards, procedures, and best practices
Technical Oversight- Act as the primary escalation point for complex field technical issues
- Ensure FSEs are trained and certified across product lines and safety requirements
- Oversee completion and quality of Field Service Reports (FSRs)
- Ensure field insights are captured and fed back to Engineering and Tech Ops
- Support product improvement through structured technical feedback
Customer Engagement- Represent DroneShield professionally on-site with a strong safety and customer focus
- Support installations, commissioning, handover, and acceptance testing
- Work with Customer Success to ensure effective post-deployment support
- Provide clear customer feedback and performance summaries to stakeholders
Safety & Compliance- Champion a strong safety-first culture across all activities
- Ensure compliance with WHS, internal policies, and export control standards
- Conduct safety audits, toolbox talks, and incident reviews
- Ensure all FSEs are trained, certified, and properly equipped
Performance Management, Reporting & Governance- Track and report on KPIs and SLAs to measure team performance
- Use data and insights to drive operational improvements
- Maintain the FSE competency matrix and readiness tracking tools
- Review and approve reports, ensuring lessons learned and actions are captured
- Provide regular updates on performance, risks, and resourcing to management
Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.
