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
Head of Field Operations & Support (AU) in Sydney employer: Droneshield
DroneShield is an exceptional employer that fosters a dynamic work culture where innovation and teamwork thrive. As a leader in counter-drone technology, we offer our employees unparalleled growth opportunities through hands-on experience and mentorship in a rapidly evolving industry. Located in the vibrant APAC region, our team enjoys the unique advantage of working on mission-critical projects while collaborating with diverse clients, ensuring a rewarding and impactful career.
