Senior Service Engineer – Australia & New Zealand

Senior Service Engineer – Australia & New Zealand

Location: Perth, Western Australia
Reporting To: Service Manager, Australia & New Zealand
Direct Reports: None (technical leadership responsibilities may apply)

About the Role

At Industrial Scientific, our mission is to end workplace deaths by 2050.

The Senior Service Engineer is responsible for delivering advanced technical support, repair, calibration, commissioning, and customer success activities across Industrial Scientific's portfolio of gas detection, connected safety, rental, and software solutions throughout Australia and New Zealand.

Based within the Perth Service Centre, this role serves as the senior technical resource supporting customers, distributors, field personnel, and internal stakeholders. The position combines hands-on technical expertise with customer engagement, training, mentoring, problem resolution, and support for connected safety solutions including iNet® and other digital service offerings.

Working closely with the Service Manager, Sales Team, Customer Success team, and Global Service organization, the Senior Service Engineer plays a key role in ensuring exceptional customer experience, operational excellence, and customer retention across the ANZ region.

Key Responsibilities

Technical Service Delivery

- Diagnose, repair, calibrate, test, and certify Industrial Scientific gas detection products in accordance with company standards and regulatory requirements.

- Provide advanced troubleshooting support for portable and fixed gas detection solutions.

- Perform commissioning, installation, validation, and operational readiness assessments at customer sites.

- Conduct preventive maintenance and fleet health assessments.

- Ensure all service activities are completed safely, accurately, and within agreed turnaround times.

- Support the Perth Service Centre in achieving operational and quality objectives.

- Maintain detailed service records and documentation within company business systems.

Field Service & Customer Support

- Deliver onsite technical support to customers across mining, oil & gas, industrial, utilities, government, and emergency response sectors.

- Respond to technical escalations and complex customer issues.

- Conduct root cause analysis and implement corrective actions where required.

- Provide timely and professional support via phone, email, and customer visits.

- Support customer shutdowns, commissioning projects, audits, and major maintenance programs.

- Act as a trusted technical advisor to customers and distributor partners.

Connected Safety & Digital Solutions

- Support implementation and adoption of iNet®, SAFER One®, and other connected safety solutions.

- Assist customers with software configuration, account management, reporting, and operational workflows.

- Support onboarding and training activities for new digital service customers.

- Analyze customer fleet and utilization data to identify opportunities for improvement.

- Promote customer adoption of connected safety technologies and best practices.

Customer Success & Commercial Support

- Build strong relationships with customers to maximize satisfaction, retention, and long-term partnership.

- Support renewal of service agreements, subscription services, rental programs, and managed service offerings.

- Identify opportunities to improve customer safety outcomes and operational efficiency.

- Collaborate with Sales and Customer Success teams to support growth initiatives.

- Provide technical expertise during customer presentations, site assessments, demonstrations, and proposal development.

- Assist in identifying opportunities for additional products, services, software, and training solutions.

Distributor & Partner Support

- Support authorized distributors and service partners across Australia and New Zealand.

- Deliver technical training and certification programs.

- Assist with audits of authorized service centres and fulfillment partners.

- Ensure partners maintain required quality and operational standards.

- Provide technical guidance and escalation support to distributor networks.

Technical Leadership & Training

- Act as a subject matter expert for Industrial Scientific products and applications.

- Mentor and support service technicians and junior engineers.

- Deliver customer training programs relating to gas detection principles, product operation, maintenance, and software solutions.

- Support introduction of new products and technologies into the ANZ market.

- Provide feedback to Product Management, Engineering, and Global Service teams regarding field performance and customer requirements.

Continuous Improvement & Quality

- Participate in Lean, Kaizen, and Fortive Business System (FBS) initiatives.

- Support continuous improvement projects within the Perth Service Centre.

- Drive quality improvements through root cause analysis and corrective action processes.

- Ensure compliance with company quality standards and safety requirements.

- Contribute to process improvements that enhance customer experience and operational efficiency.

Key Performance Indicators

The Senior Service Engineer will be measured against:

Customer

- Customer Satisfaction (CSAT)

- Customer Retention Support

- Technical Escalation Resolution

- Distributor Satisfaction

Operational

- Service Turnaround Time

- First-Time Fix Rate

- Calibration and Repair Quality

- Field Service Utilization

- On-Time Completion of Service Activities

Commercial

- Service Agreement Support

- Customer Adoption of Digital Solutions

- Rental Fleet Support

- Identification of Growth Opportunities

People & Development

- Training Delivery Effectiveness

- Technical Mentoring Contribution

- Product Certification Completion

Continuous Improvement

- Kaizen Participation

- Quality Improvements Implemented

- Safety Performance

Qualifications & Experience

Required

- Degree, Diploma, Trade Qualification, or equivalent experience in Engineering, Electronics, Instrumentation, Mechatronics, Electrical, or related discipline.

- Minimum 5 years' experience in industrial instrumentation, technical service, field service, or customer support environments.

- Strong troubleshooting and repair capability across electronic, mechanical, and software-integrated systems.

- Experience supporting industrial customers within mining, oil & gas, manufacturing, utilities, or related industries.

- Strong customer-facing communication and relationship-building skills.

- Ability to travel throughout Australia and New Zealand as required.

- Current Australian Driver's Licence.

Preferred

- Experience with gas detection technologies and industrial safety solutions.

- Experience supporting SaaS, cloud-connected, wireless, or IoT-based products.

- Knowledge of confined space safety and industrial hygiene practices.

- Experience supporting distributor or channel partner networks.

- Salesforce, ServiceMax, Oracle, SAP, or equivalent CRM/ERP experience.

- Exposure to Lean, Six Sigma, Kaizen, or FBS methodologies.

Key Competencies

- Customer Focus

- Technical Expertise

- Problem Solving

- Safety Leadership

- Communication Skills

- Relationship Building

- Technical Training & Coaching

- Continuous Improvement

- Digital Literacy

- Accountability

- Team Collaboration

- Commercial Awareness