About the role DroneShield is a global leader in Counter-UAS technology, delivering integrated solutions across Defence, Government, and critical infrastructure. As we scale our operations globally, we're looking for a seasoned Field Service Engineering Lead to lead our team of Field Service Engineers (FSEs) across multiple regions and product lines. The Field Service Engineering Lead will lead the global FSE team responsible for deploying, servicing, and supporting DroneShield systems across all customer environments. This role ensures that our solutions are delivered, maintained, and supported to the highest standard, with a focus on technical quality, responsiveness, and continuous improvement. You will manage a team of Field Service Engineers (including Senior FSEs), support mission-critical deployments, develop best-practice service processes, and act as a key escalation point for customer issues in the field. Responsibilities, Duties and Expectations Lead, mentor, and manage a global team of FSEs, including hiring, training, and performance management. Oversee field deployments, repairs, upgrades, and customer technical support in line with SLAs and project timelines. Develop and maintain instructions, standard operating procedures (SOPs), safety procedures, and training programs for field support. Collaborate with Operations, Customer Solutions, Quality Assurance, Engineering, and Product teams to ensure smooth handover from deployment to support. Provide leadership for escalated technical issues, customer concerns, and critical field investigations. Drive continuous improvement of field support operations, incorporating lessons learned, metrics, and feedback loops. Maintain accurate records via service platforms. (e.g. Jira, Salesforce). Support to resource deployment for rapid global support. Assist with development and delivery of service packages, warranty offerings, and support contract delivery. Represent the FSE function in program reviews, project planning, and customer meetings. Qualifications, Experience and Skills Bachelor's degree in Engineering, Electronics, Telecommunications, or related field. Minimum 5 years' experience in field service, applications engineering systems integration, or technical support. Familiarity with electronics, RF systems, or embedded devices is desirable. At least 2 years in a people management or team leadership role Excellent interpersonal, leadership, and communication skills. Strong analytical and troubleshooting skills. Excellent written communication and technical documentation ability. Comfortable working in outdoor or operational environments during live trials. Ability to travel (including internationally) Eligible for an Australian NV1 security clearance. Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.
