FSE Team Lead

About The Role

The Field Service Team Leader is responsible for leading DroneShield’s Field Service Engineering capability, ensuring high-quality technical support, installation, maintenance, and sustainment of deployed systems. This role acts as the link between Customer Delivery, Test & Evaluation (T&E), and Technical Operations, ensuring all service activities are effectively planned, resourced, and reported. The role is approximately 70% leadership/operations and 30% hands-on technical support.

Responsibilities, Duties And Expectations

• Lead, coach, and mentor a team of Field Service Engineers to drive performance and engagement
• Set expectations for professionalism, technical excellence, safety, and customer interaction
• Conduct regular one-on-ones, performance reviews, field audits, and competency assessments
• Support onboarding, structured training, and ongoing upskilling
• Foster a culture of accountability, collaboration, and continuous improvement
• Allocate FSE resources across projects, installations, demos, training, and service activities
• Collaborate with Project Managers and Customer Delivery teams on resource planning
• Maintain a forward-looking master FSE schedule and provide regular updates
• Review and approve pre-deployment readiness, field kits, and equipment allocation
• Ensure all travel, logistics, and safety requirements are met for deployments
• Monitor and improve key service metrics: First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), Technician utilisation, Response and resolution times
• Identify bottlenecks and implement process improvements
• Ensure adherence to service standards, procedures, and best practices
• Act as the primary escalation point for complex field technical issues
• Ensure FSEs are trained and certified across product lines and safety requirements
• Oversee completion and quality of Field Service Reports (FSRs)
• Ensure field insights are captured and fed back to Engineering and Tech Ops
• Support product improvement through structured technical feedback
• Represent DroneShield professionally on-site with a strong safety and customer focus
• Support installations, commissioning, handover, and acceptance testing
• Work with Customer Success to ensure effective post-deployment support
• Provide clear customer feedback and performance summaries to stakeholders
• Champion a strong safety-first culture across all activities
• Ensure compliance with WHS, internal policies, and export control standards
• Conduct safety audits, toolbox talks, and incident reviews
• Ensure all FSEs are trained, certified, and properly equipped
• Track and report on KPIs and SLAs to measure team performance
• Use data and insights to drive operational improvements
• Maintain the FSE competency matrix and readiness tracking tools
• Review and approve reports, ensuring lessons learned and actions are captured
• Provide regular updates on performance, risks, and resourcing to management