Ready to redefine customer experience in the clinical diagnostics space?
We’re looking for an experienced and visionary leader to take on a pivotal role in driving Customer Care excellence, quality, and compliance across Australia. If you're passionate delivering service that sets new industry benchmarks and want to play a key role in transforming how laboratories and hospitals experience technical support—this is your next opportunity!
the organisation and the position
A global leader in In Vitro Diagnostics (IVD) and clinical laboratory solutions is seeking a Head of Engineering, Applications Services and QA/RA to join their leadership team.
This senior role combines strategic leadership with operational oversight to drive best-in-class customer service, regulatory compliance, and quality management across a growing national footprint.
You’ll lead a high-performing team of FSEs, FASs and QA/RA specialists, while working closely with the CEO and Executive Leadership Team to shape long-term success.
This is more than a management role—it’s a chance to champion a culture of excellence and make a lasting impact on the Australian healthcare industry.
Responsibilities
- Lead the Technical Support and QA/RA department to deliver exceptional service experience across multiple technologies and geographies
- Set and drive a customer-focused strategy aligned with business growth and evolving client expectations
- Act as Quality/RA Manager, overseeing Environmental and Quality Management Systems (EQMS), ISO certification, audits, and regulatory compliance
- Shape the national support structure—from resourcing and team development to performance management and workflow optimisation
- Monitor and achieve department KPIs, budget targets, and continuous improvement objectives
- Champion a culture of accountability, collaboration, and service excellence
- Partner with Sales, Marketing, Finance, and Supply Chain teams to ensure seamless customer experience and alignment with business goals
- Build strong customer relationships through regular engagement and site visits
- Represent the business in both local and regional meetings with APAC and Global stakeholders
Skills and experience
- Bachelor's degree in Biomedical Engineering (or related discipline)
- MBA or equivalent business qualification preferred
- Certified Six Sigma practitioner and experienced in quality-driven operations
- 7+ years' experience in high-value, complex medical technology or IVD environments
- Proven track record in technical support/customer service leadership, with at least 5 years in a managerial role
- Strong working knowledge of ISO standards, regulatory frameworks, and quality management systems
- Demonstrated ability to lead cross-functional teams and deliver results in dynamic, customer-facing environments
- Strategic thinker with excellent problem-solving, communication, and stakeholder management skills
- Experience with business systems, analytics tools, and CRM/ERP platforms
What’s on offer
- Competitive executive-level salary package (Base + Super + Car Allowance + Bonus)
- Full ownership of a high-impact portfolio
- Opportunity to represent a globally respected brand and influence APAC-level initiatives/decisions
- Collaborative and empowered leadership culture
- Ongoing training and professional development
- A company that values quality, innovation, and continuous improvement
- Long-term career progression in a fast-evolving, purpose-driven sector
For more details, please feel free to contact Chris –
[email protected]
