About Vitalcare
Vitalcare has pioneered nurse call systems in hospitals and aged care facilities for over 30 years. The company designs, manufactures, installs and services the most innovative systems available through a network of company owned branches and distributors in Australia and New Zealand.

Systems include traditional nurse call infrastructure with both wired and wireless technology along with specialist ecosystems for dementia support, fall detection, RTLS, and wandering resident management.

Expertise includes wireless IoT (internet of things), mmWave radar, neural network voice, lidar and machine vision. All Vitalcare systems are supported via Vitalcloud, the company’s secure cloud-based management and reporting network.

Vitalcare also operates ‘Rosie’, a 24-hour personal emergency call centre.

The Role
Vitalcare seeks an experienced and dynamic National Operations Manager based at our Lane Cove head office, with national oversight of our field service team. As our business expands, we require a seasoned professional committed to delivering exceptional customer service, operational efficiency, and proactive service management.

The ideal candidate will have extensive experience managing field service personnel, including hands-on experience in fire, security, or nurse call systems. Familiarity with field management software such as GeoOps, Servicem8, or Simpro is advantageous.

The role is responsible for coordinating national service and installation activities (both internally and externally), technician management, comprehensive reporting and analytics, performance monitoring, client liaison, OHS compliance, and conducting site audits. Occasional interstate and international travel to Vitalcare branches and distributors will be required.

Ideal Candidate
The successful candidate will possess:

1. Strong background as a service manager or senior field engineer transitioning into management.
2. Experience in commercial data cabling, fit-off, field service, and IP network installations.
3. Demonstrated capability in leveraging reporting tools and analytics for performance tracking and service improvements.
4. Familiarity with service management software and reporting frameworks.
5. Exceptional written and verbal communication skills for engaging technical and non-technical stakeholders.
6. A customer-centric mindset, proactive approach, and collaborative work ethic.
7. Relevant qualifications in electronics or engineering; project management experience or certifications are highly desirable.

Duties and Responsibilities
The role entails the following duties and responsibilities.

• Overseeing project management of national installations, repairs, and customer support.
• Managing Vitalcare’s field management information system (GeoOps), including regular performance reporting and analytics to drive continual service improvements.
• Creating and maintaining a collaborative, high-performance team environment.
• Monitoring and reporting on field staff productivity, ensuring accuracy in time and material tracking.
• Managing and optimising the national vehicle fleet.
• Developing and delivering training programs for field technicians on Vitalcare products and service standards.
• Ensuring compliance with health, safety, security regulations, and client site requirements.
• Maintaining accurate documentation for services, installations, and products.
• Collaborating effectively across business units to enhance service delivery.
• Implementing quality control measures aligned with industry best practices.
• Management of the vehicle fleet nationally.

What's in it for you?
For the successful candidate, we can offer:

• Engaging, innovative, and challenging work with cutting-edge IoT, AI, and wired technology.
• Competitive salary package including company vehicle.
• Comprehensive tools and resources to support your success.
• Opportunities for professional development, leadership advancement, and exposure to emerging technologies.
• Meaningful work that positively impacts the wellbeing of aged care residents, medical patients, and caregivers.

How to Apply
To apply for this position, upload a current CV/Resume and preferably a cover letter no longer than 1,000 words outlining:

• Relevant trade or professional qualifications.
• Experience in nurse call, fire alarm, or security alarm industries.

Your interest and suitability for this role.

Equal Opportunity Employer
Vitalcare is dedicated to equal employment opportunity, committed to providing a discrimination-free recruitment process and workplace. Employment decisions are made solely on qualifications, merit, and business needs. Vitalcare does not tolerate discrimination or harassment of any kind.