Customer Success & Senior Field Technician Lead – Tasmania
Empower healthcare customers and lead onsite technical delivery. We’re looking for a Customer Success & Field Technician Lead to support hospitals and health services across Tasmania.
This hybrid role blends strong customer relationship ownership with hands‑on technical leadership, ensuring our Nurse Call and Patient Engagement Systems (PES) deliver safe, reliable performance in critical clinical environments.
As the face of our service in Tasmania, you’ll manage customer success outcomes, oversee service performance, and lead onsite technical work—from escalations to installations. You’ll build trust with health providers and ensure smooth transitions between project delivery and BAU support.
If you're someone who loves solving real‑world problems onsite, building customer partnerships, and leading by example, this role offers the best of both worlds.
What You’ll Do
Customer Success Leadership
* Own day‑to‑day operational relationships with Tasmanian hospitals and health customers
* Lead service governance meetings (weekly/monthly), providing clear performance insights
* Manage service expectations and ensure SLA alignment
* Lead customer communication during incidents, escalations, and major outages
* Identify opportunities for service improvement and implement practical enhancements
* Ensure successful project‑to‑BAU handover, aligning customer expectations with outcomes
Field Technician Responsibilities
* Perform installations, system commissioning, and break‑fix work for Nurse Call and PES systems
* Lead onsite troubleshooting and act as the technical escalation point
* Conduct asset audits, update configuration data, and maintain accurate CMDB/asset registers
* Support continuity testing, risk reporting, and operational readiness checks
* Produce high‑quality documentation from onsite findings (config data, risk reports, updates)
* Ensure all onsite work adheres to OH\&S, service standards, and compliance obligations
What You Bring
* Experience in Customer Success, Field Service, or a blended technical–customer role
* Strong communication and stakeholder engagement skills, ideally across clinical and IT teams
* Proven technical experience with healthcare, electrical, or integrated communication systems
* Working knowledge of ITIL (Incident, Problem, Change, SLAs)
* Ability to work autonomously, prioritise on the fly, and remain calm under pressure
* A customer‑first mindset with the ability to translate technical detail into clear, actionable advice
* Hobart‑based with willingness to travel to metro and regional sites
* Australian permanent residency or citizenship
Key Competencies
* Technical Excellence: Strong installation, troubleshooting, and diagnostic capability
* Customer Success: Relationship management, communication, trust‑building
* Incident & Problem Management: Clear, structured handling of escalations
* Asset & Configuration Accuracy: Maintaining reliable onsite data
* Safety & Compliance: OH\&S awareness and audit readiness
* Leadership & Mentoring: Uplifting field team capability
* Continuous Improvement: Identifying and implementing service enhancements
Qualifications Required
* Electrical or IT trade Certificate/Diploma (or equivalent experience)
* Electrical Licence and/or Cabling Licence
* OH\&S Induction Card
* Working with Children Check
* ITIL v3 or ITIL Foundation
Desirable
* Experience in healthcare environments
* Project coordination or Agile fundamentals
Note: All employees must hold a current, clear National Police Check.