The National Technical Support Manager provides national leadership and end-to-end accountability for the Technical Support function across all regions. This role directly manages Regional Technical Support Managers, sets national strategy and standards, and ensures consistent service delivery, safety, quality, and customer outcomes across multi-site workshops. The position owns national performance, optimises resources and capability, and leads change to continuously improve turnaround time, first‑time fix, cost.
Key Accountabilities:
National Leadership & Strategy
Own and articulate the national vision, strategy, and operating model for Technical Support aligned to organisational goals.
Directly lead Regional Technical Support Managers; set clear goals, cadence, and performance expectations; foster a unified national culture.
People Leadership & Capability
Build national workforce plans covering capacity, skills, succession, apprenticeships, and training (OEM and internal).
Promote engagement, recognition, and retention; ensure effective communication and change management across teams.
Operational Excellence & Standards
Define and enforce national standards for workflow, diagnostics, repairs, testing, documentation, ESD controls, tooling, and calibration.
Optimise work intake, triage, and scheduling; balance work across regions to maximise utilisation and meet SLAs.
Partner with Service Delivery Managers to meet contract obligations and customer expectations for MSAs and maintenance agreements.
Ensure timely and accurate job costing and invoicing; manage budgets, forecasts, and cost controls for the Technical Support function.
Governance, Safety & Risk
Lead compliance with Radlink HSEQ policies; proactively identify and mitigate hazards, near misses, and incidents with timely reporting and learning.
Ensure compliance with the Radiocommunications Act, Telecommunications Act, and relevant WHS legislation and standards across all workshops.
Publish national dashboards and reports covering safety, quality, productivity, financials, and customer outcomes; review performance with regions and drive corrective actions.
Run structured continuous improvement to reduce cycle time and waste and improve reliability and service experience.
Skills and Experience:
Minimum Certificate III in Electronics and Communications (UEE30911), or equivalent qualification in Communications, Telecommunications, or Radio/ICT Engineering
Minimum 15 years of experience in RF systems integration, installation, commissioning, or support
High-level knowledge in: Digital radio (TETRA, P25, DMR), Analogue radio (AM/FM), Antenna systems (LMR and microwave), DC power systems (solar, hybrid, UPS).
Minimum 7 years’ leadership of multi‑site, multi‑region technical services teams, including direct leadership of supervisors/team leaders and matrix collaboration with operations/service delivery.
Proven capability setting national standards, driving operational performance (SLA, KPI), and leading change/transformation in technical support environments.
Demonstrated commercial acumen: budgeting, forecasting, cost model development, and management of financial performance for a national support function.
Strong understanding of Commonwealth and State legislation including the Radiocommunications Act, Telecommunications Act, and WHS legislation; practical experience applying HSEQ systems in workshops and field support.
High-level stakeholder management, communication, and influence skills; able to align regional priorities to national strategy.
Excellent analytical, diagnostic, and problem‑solving skills; ability to manage competing priorities and complex escalations.
Application Questions:
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as a Technical Support Manager?
* Do you have technical support experience?
* Have you worked in a role which requires a sound understanding of OH&S/WHS?
* Have you worked in a role where you were responsible for budget management & forecasting?
* Are you familiar with the Health, Safety, Environment and Quality (HSEQ) standards?
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