Field Service Manager

Packaging Technics is seeking a reliable, hands-on Field Service Manager to lead our service and support team.

About Us

Packaging Technics is a privately owned sales and service organisation. We distribute a range of packaging equipment from Italy. The equipment is mainly used in the e-commerce and online retail industries for packaging orders in either boxes or satchels.

About the Role

This is a varied role for someone who enjoys working in the field, supporting our technicians, solving equipment problems and ensuring customers' equipment is maintained. Developing and building customer relationships is a key aspect of the work.

The Field Service Manager will be responsible for coordinating and assisting with Preventative Maintenance , Remedial Maintenance Work and Customer Support.

The successful applicant will work closely with our Administration team to ensure service work, spare parts, customer communication and paperwork are managed efficiently.

Key Responsibilities

• Attend / delegate equipment breakdowns and quickly diagnose, repair or assist with repairs to return machinery to good working order.
• Support, guide and train technicians as required.
• Handle escalated complaints, resolve complex issues, and maintain key client relationships.
• Communicate clearly and professionally with staff, customers, the Managing Director and Administration.
• Develop and Monitor Service Level Agreements (SLAs), key performance indicators (KPIs), and customer feedback to drive continuous improvement.
• Prospect and quote service and project work.
• Become familiar with new equipment models, developing service routines for weekly, monthly and quarterly service.
• When required, will coordinate the distribution of spare parts to field staff and arrange delivery of parts.
• Follow service jobs through to completion, ensuring outstanding issues are not overlooked.
• Liaise with the Managing Director regarding customer requirements and the appropriate approach to service work.
• Coordinate accurate service reports, job paperwork and other required documentation.
• Work cooperatively with Administration to ensure parts, paperwork and customer requirements are followed through.

About You

We are looking for someone who is:

• Reliable and dependable.

• A good communicator who works well with others.

• Has a Mechanical or Electrical trade background.

• Has had at least 5 years managing a service team.

• Practical, hands-on and confident solving equipment problems

• Willing to support / mentor and train Technicians.

• Able to learn new machinery and parts quickly.

• Able to prioritise breakdowns and respond efficiently

• Comfortable communicating with customers and management

• A team player who can work closely with the Managing Director and Administration.

• Committed to seeing a job through to satisfactory completion.

• The successful applicant will be someone who takes ownership of a job from start to finish.

What We Offer

We offer a competitive package of up to 130K gross per year, plus superannuation and a company vehicle.

If you are a practical and reliable person who enjoys machinery, problem-solving and helping a team deliver good service to customers, we would like to hear from you.

How to Apply

Along with your resume, please submit a cover letter detailing your skills and experience.