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Service Operation Team Lead - NSW / ACT

In-Office, Macquarie Park, New South Wales

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Job ID: R-535204
Category: Sales Support
Location: Macquarie Park, Australia
Region: APAC

Job Description Summary

We are looking for a Service Operations Team Leader based in NSW to lead and coordinate our Service Operations team. This role is critical in ensuring smooth day-to-day operations while providing hands-on support in the field when required. The position involves 70% operational leadership and 30% field engagement, supporting a team of five engineers and ensuring exceptional service delivery across our network.

Job Description

Ready to lead a high‑performing field service team and raise the bar on customer experience? Take ownership of service delivery for a global MedTech leader across NSW and ACT.

At BD, possibility isn’t an idea. It’s what we do. We are the Makers of Possible.

As the Service Operations Team Lead – NSW/ACT, you’ll coach and develop Field Service Engineers, optimise scheduling and dispatch, drive service KPIs, and be the escalation point for complex technical issues. You’ll build strong relationships with key customers and internal stakeholders, ensuring safe, efficient, and compliant service operations.

Your Day‑to‑Day

Lead & develop a team of Field Service Engineers - coaching, 1:1s, performance reviews, and growth plans
Own service delivery - scheduling/dispatch, resource allocation, and coverage to meet contracts and SLAs
Drive operational excellence - monitor KPIs (response, resolution, CSAT), embed continuous improvement, and uphold safety/quality standards
Be the escalation point - support complex technical issues, customer concerns, and cross‑functional coordination
Manage the essentials - service inventory/spares, accurate documentation, reports, and regional budgets
Partner widely - collaborate with Sales, Marketing, Quality, and Customer Service to support business objectives

About You

You’re ready to step into a team lead role. Perhaps you’re currently the 2IC, mentoring peers and taking the reins when needed, or you’ve begun coaching and coordinating work and want the formal leadership step-up.

You combine strong technical capability across electro‑mechanical products, with clear, calm communication on customer sites. You’re comfortable splitting your time ~70% leading the team (scheduling, KPIs, coaching, escalations, process improvement) and ~30% in the field (hands‑on troubleshooting, complex installs, on‑site customer support).

You’ll bring:

Field service experience in medical devices or a highly regulated technical environment
Proven ability to coach, set expectations, and lift performance (even if not yet in a formal TL role)
Solid troubleshooting across mechanical + electrical systems; confident with service documentation and CRM/field tools
Organised, data‑driven approach to KPIs (response, resolution, CSAT), inventory/spares, and safe work practices
Strong stakeholder skills with a customer‑first mindset; able to manage escalations professionally
Valid Australian driver’s licence; willingness to travel across NSW/ACT and participate in on‑call rotations.

Why BD?

BD is one of the world’s largest medical technology companies, but we’ve never lost our human touch.

With over 70,000 associates worldwide, we’re committed to growing your career. Here in ANZ, 66% of our roles are filled internally - we don’t just promise growth, we deliver it. We live our values and lead by doing the right thing every day.

What’s in It for You

Competitive salary + car allowance + incentives
Leadership role with real scope to improve processes and performance
A supportive, high‑energy team and access to global best practices
The chance to make a visible impact on customer satisfaction and outcomes

Ready to Lead?

Apply today and join BD as a Maker of Possible.

Required Skills

Optional Skills

Primary Work Location

AUS Sydney - North Ryde

Additional Locations

Work Shift

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Service Operation Team Lead - NSW / ACT

Job Description Summary