About the role DroneShield is seeking a Head of Field Operations & Support with relevant experience to join the team in Sydney, NSW. The position will report to the Chief Operating Officer. The Head of Field Operations & Support delivers world‑class, high‑velocity field service by executing flawless demonstrations, powering rapid customer evaluations, enabling seamless installations, and resolving technical issues with precision—supported by fit‑for‑purpose regional test environments across every country of operation. The Head of Field Operations & Support builds a single, accountable global function that increases speed, professionalism, and predictability while maintaining safety, control, and customer trust at scale. The Head of Field Operations & Support is accountable for all customer‑facing field activity, including demonstrations, evaluations, installations, and first‑line technical support worldwide. The role ensures these activities are fast, repeatable, professionally executed, and scalable , backed by the right tools, infrastructure, processes, and regional test environments. This role converts complex technology into confident customer experience. Responsibilities, Duties and Expectations Field Operations Strategy & Execution Define and execute the global Field Operations & Support strategy aligned to commercial and operational priorities. Own all field execution activities including demos, evaluations, installations, and first‑line support. Ensure consistent standards, behaviours, and outcomes globally. Demonstrations & Customer Evaluations Deliver repeatable, high‑quality demonstrations that showcase product capability and reliability. Enable rapid customer evaluations with minimal setup and lead time. Standardise demo configurations, procedures, and readiness criteria to reduce variability and risk. Continuously improve demo execution speed and success rates. Regional Test Environment Strategy Establish and operate a deliberate regional test site model (EU / USA / Australia). Ensure each region has fit‑for‑purpose infrastructure to support demos, evaluations, troubleshooting, and training. Reduce reliance on ad‑hoc setups and long‑distance mobilisation. Ensure test sites meet safety, quality, and compliance standards. Field Support & Issue Resolution Provide professional, predictable first‑line technical support globally. Ensure rapid triage, fault finding, and resolution of customer issues. Escalate effectively to engineering and product teams when required. Minimise customer disruption while protecting product integrity and safety. Tools, Infrastructure & Scheduling Implement enabling tools and systems for: Field scheduling and resource allocation Asset and demo kit tracking Case management and issue tracking Ensure field teams have reliable, standardised equipment and infrastructure. Optimise planning and scheduling to support speed and utilisation. Safety, Control & Professional Standards Ensure all field activities are conducted safely and in line with regulatory and company requirements. Establish clear procedures, training, and certification for field staff. Maintain high standards of professionalism in all customer interactions. Scalability & Capability Development Build a scalable operating model that supports growth without loss of control. Define clear roles, capability pathways, and regional operating structures. Develop and lead high‑performing global field teams. Measures of Success Consistently flawless demo and evaluation execution Reduced demo setup, mobilisation, and lead times Predictable, high‑quality first‑line support performance Effective utilisation of regional test environments Improved customer confidence, satisfaction, and conversion Field Operations recognised as a speed‑enabling, professional discipline Qualifications, Experience and Skills Senior leadership experience in field operations, service delivery, or technical customer support Experience operating globally in a complex, high‑tech environment Proven capability building repeatable, scalable field execution models Engineering or technical background Experience with demonstrations, trials, or customer evaluations Exposure to regulated or safety‑critical industries Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.
