Verified Job
IT / Software / Data Analyst
National Service Manager - Packaging Machinery
IT / Software / Data Analyst
#692739
Remote / WFH
Job Description
Emrich Packaging Machinery
With over 40 years of industry expertise, Emrich Packaging Machinery is a leading provider of advanced packaging and food processing solutions across Australasia and Oceania. We deliver integrated systems spanning primary, secondary, and end-of-line packaging, supporting food manufacturers with high-performance, scalable, and reliable automation.
The Opportunity
We are seeking a commercially driven National Service Manager to lead and elevate our service operations across Australia.
This is a pivotal leadership role responsible for ensuring exceptional service delivery, strengthening customer relationships, and driving the growth of service and consumables revenue. You will lead a high-performing technical team, standardise service practices nationally, and implement systems that enhance efficiency, profitability, and scalability.
Key Responsibilities
Service Leadership & Operations
Lead, mentor, and coordinate a national team of service technicians
Oversee equipment installation, commissioning, preventative maintenance, and breakdown support
Standardise installation and commissioning processes to ensure consistency and quality
Plan and optimise technician scheduling across metro and regional service requirements
Maintain accurate service records across CRM and service management systems
Commercial & Strategic Performance
Drive growth in service revenue, maintenance contracts, and consumables
Monitor service profitability, technician utilisation, and cost recovery
Establish and manage service rates, agreements, and commercial frameworks
Support capital equipment sales through technical input, solution design, and customer engagement
Develop asset lifecycle support strategies, including spare parts planning
Process Improvement & Systems
Design and implement scalable service coordination and delivery processes
Analyse operational data to identify performance improvements and efficiency gains
Lead service-related projects, continuous improvement initiatives, and new program rollouts
Ensure policies, procedures, and systems support business continuity and growth
Training & Capability Development
Develop and deliver structured technical training programs for internal teams and service partners
Create and maintain high-quality technical documentation, manuals, and training resources
Support new product introductions through service readiness planning
Assess and develop service partner capability across regions
Customer Experience & Support
Oversee all incoming service enquiries and ensure timely, professional response
Apply technical expertise to triage mechanical and electrical issues effectively
Develop customer self-service tools, FAQs, and troubleshooting resources
Support customer-facing activities including demonstrations, trade shows, and key account interactions
Governance & Supplier Management
Manage supplier and service partner agreements, performance, and cost structures
Ensure appropriate systems are in place to protect business and customer data
Maintain high standards of compliance, safety, and operational integrity
About You
You are a commercially astute service leader with a strong technical foundation and a passion for operational excellence.
Proven experience in service management within industrial equipment, packaging, or related industries
Demonstrated success leading multi-site or national service teams
Strong mechanical and electrical aptitude, with the ability to diagnose and guide technical solutions
Commercially minded, with experience managing service revenue, margins, and contracts
Highly organised with the ability to manage competing priorities in a fast-paced environment
Excellent communication skills, with the ability to engage both technical and non-technical stakeholders
Process-driven, detail-oriented, and proactive in identifying improvement opportunities
Practical, adaptable, and customer-focused in approach
Experience with CRM and service management systems is essential
Australian permanent residency and a current driver’s licence required
Why Join Emrich?
Lead and shape a high-impact national service function
Play a critical role in driving service excellence and business growth
Work with a respected and growing leader in packaging automation
Be part of a collaborative, forward-thinking team with strong industry reputation
With over 40 years of industry expertise, Emrich Packaging Machinery is a leading provider of advanced packaging and food processing solutions across Australasia and Oceania. We deliver integrated systems spanning primary, secondary, and end-of-line packaging, supporting food manufacturers with high-performance, scalable, and reliable automation.
The Opportunity
We are seeking a commercially driven National Service Manager to lead and elevate our service operations across Australia.
This is a pivotal leadership role responsible for ensuring exceptional service delivery, strengthening customer relationships, and driving the growth of service and consumables revenue. You will lead a high-performing technical team, standardise service practices nationally, and implement systems that enhance efficiency, profitability, and scalability.
Key Responsibilities
Service Leadership & Operations
Lead, mentor, and coordinate a national team of service technicians
Oversee equipment installation, commissioning, preventative maintenance, and breakdown support
Standardise installation and commissioning processes to ensure consistency and quality
Plan and optimise technician scheduling across metro and regional service requirements
Maintain accurate service records across CRM and service management systems
Commercial & Strategic Performance
Drive growth in service revenue, maintenance contracts, and consumables
Monitor service profitability, technician utilisation, and cost recovery
Establish and manage service rates, agreements, and commercial frameworks
Support capital equipment sales through technical input, solution design, and customer engagement
Develop asset lifecycle support strategies, including spare parts planning
Process Improvement & Systems
Design and implement scalable service coordination and delivery processes
Analyse operational data to identify performance improvements and efficiency gains
Lead service-related projects, continuous improvement initiatives, and new program rollouts
Ensure policies, procedures, and systems support business continuity and growth
Training & Capability Development
Develop and deliver structured technical training programs for internal teams and service partners
Create and maintain high-quality technical documentation, manuals, and training resources
Support new product introductions through service readiness planning
Assess and develop service partner capability across regions
Customer Experience & Support
Oversee all incoming service enquiries and ensure timely, professional response
Apply technical expertise to triage mechanical and electrical issues effectively
Develop customer self-service tools, FAQs, and troubleshooting resources
Support customer-facing activities including demonstrations, trade shows, and key account interactions
Governance & Supplier Management
Manage supplier and service partner agreements, performance, and cost structures
Ensure appropriate systems are in place to protect business and customer data
Maintain high standards of compliance, safety, and operational integrity
About You
You are a commercially astute service leader with a strong technical foundation and a passion for operational excellence.
Proven experience in service management within industrial equipment, packaging, or related industries
Demonstrated success leading multi-site or national service teams
Strong mechanical and electrical aptitude, with the ability to diagnose and guide technical solutions
Commercially minded, with experience managing service revenue, margins, and contracts
Highly organised with the ability to manage competing priorities in a fast-paced environment
Excellent communication skills, with the ability to engage both technical and non-technical stakeholders
Process-driven, detail-oriented, and proactive in identifying improvement opportunities
Practical, adaptable, and customer-focused in approach
Experience with CRM and service management systems is essential
Australian permanent residency and a current driver’s licence required
Why Join Emrich?
Lead and shape a high-impact national service function
Play a critical role in driving service excellence and business growth
Work with a respected and growing leader in packaging automation
Be part of a collaborative, forward-thinking team with strong industry reputation
