Job Description
National Leadership & Strategy
1. Define and implement the national strategy and operating model for the Technical Support function
2. Lead and develop Regional Technical Support Managers, establishing clear performance expectations and operating cadence
3. Foster a cohesive national culture across geographically dispersed technical teams
Operational Excellence
4. Establish and maintain national standards for diagnostics, repair, testing, documentation and workshop operations
5. Optimise work intake, triage and scheduling processes to improve turnaround time and service reliability
6. Balance workloads across regions to maximise utilisation and ensure service level commitments are achieved
People Leadership & Capability
7. Develop national workforce capability plans including skills development, training, apprenticeships and succession planning
8. Drive employee engagement, performance management and retention initiatives across technical teams
9. Lead organisational change initiatives and support operational transformation
Customer & Commercial Performance
10. Partner with service delivery teams to ensure contractual obligations and customer service expectations are consistently met
11. Oversee national technical support budgets, forecasting and cost management
12. Ensure accurate job costing, financial tracking and reporting across the support function
Governance, Safety & Risk
13. Ensure compliance with relevant safety, regulatory and legislative requirements
14. Promote a strong safety culture across workshops and technical support operations
15. Lead risk management and incident response processes across the national support network
Performance & Continuous Improvement
16. Implement performance reporting and dashboards covering safety, quality, productivity and financial metrics
17. Drive structured continuous improvement initiatives to improve service efficiency and customer outcomes