Service Manager - Nurse Call

Job Description

Job Description

About Austco

Austco is a global manufacturer of hospital and clinical communications hardware and software. We make innovative products that help nurses and caregivers as they care for their patients. Established in Perth, Australia in 1986, Austco builds the most advanced nurse call and clinical communications technology in the world.

Austco’s corporate head office is located in Melbourne, Australia. Our international offices are in the USA, Canada, the UK, Singapore, and New Zealand. The R&D and Order Fulfillment business units are based in Dallas, Texas.

Primary Purpose

The Service Manager leads Austco’s nurse call service and support operations across the United States, ensuring the reliable performance of installed systems and delivering responsive, high-quality support to healthcare clients. The role combines hands-on technical leadership with team management — owning service delivery, quality assurance, and customer satisfaction across hospitals, rehabilitation facilities, and long-term care settings.

Key Responsibilities

Service Operations Management

• Supervise and lead a team of service technicians and a service coordinator, managing day-to-day dispatch and workload balancing.

• Plan and schedule service and maintenance work, owning the work-order lifecycle from intake to close-out.

• Drive the handover of new sites from Projects into Service.

• Maintain service tickets in Zendesk, ensuring they are accurate and kept up to date through to resolution.

• Maintain and organize customer contacts and site records in Zendesk.

• Manage service agreements, monitoring response and resolution times against agreed targets.

• Track and improve key service metrics, including first-time-fix rate, mean time to repair, and technician utilization.

• Oversee the preventive maintenance program for installed systems to ensure reliable, uninterrupted operation.

• Manage spare-parts and equipment inventory to support timely service delivery.

• Maintain staff time records in SimPro, and review and approve expenses, travel, material requests, and PTO.

• Act as the first line of escalation for customer complaints, and coordinate after-hours and emergency response.

Customer Support

• Act as the primary point of contact for assigned clients; address inquiries and resolve issues promptly.

• Provide technical support to clients and assist with troubleshooting complex issues.

• Ensure inbound calls are answered promptly to minimize voicemail.

• Enforce a consistent process so that when a customer contacts a staff member directly, the responding staff member creates a Zendesk ticket.

• Continually improve the response process to sustain high levels of customer satisfaction.

Quality Assurance

• Enforce quality assurance standards to ensure the reliability and accuracy of nurse call systems.

• Develop and maintain service protocols and documentation.

• Audit closed tickets and completed work orders for quality, documentation, and adherence to service agreements and process.

Staff Training & Development

• Train and mentor service technicians on the maintenance and troubleshooting of nurse call systems.

• Provide ongoing professional development opportunities for the service team.

• Conduct regular one-on-one meetings and annual performance reviews with direct reports.

• Lead regular team meetings.

Reporting & Documentation

• Generate and analyze service reports, including system performance metrics and service request data.

• Maintain accurate records of service activities, client interactions, and equipment inventory.

Measures of Success

• First-time-fix rate and mean time to resolution against agreed targets.

• Reduced ticket cycle time — lowering the time from New to Solved in Zendesk.

• Service agreement and preventive-maintenance compliance.

• Customer satisfaction and retention across service accounts.

• Continual improvement of the service and support team’s capability and performance.

• On-time completion of documentation, timesheets, expenses, and bookings across the team.

• Parts inventory accuracy and control of service delivery costs.

Required Qualifications & Experience

Experience

• 5+ years in a technical and/or field service role, ideally within healthcare, life-safety, or low-voltage systems.

• 2+ years leading or supervising technicians (formal or informal).

• Familiarity with service scheduling, dispatch, or workforce management tools.

• Working knowledge of KPIs such as first-time-fix rate, response time, and customer satisfaction.

• Experience in regulated or compliance-heavy environments (preferred).

Qualifications

• Trade certificate, diploma, or degree in a relevant technical field (electronics, biomedical engineering, mechanical, or electrical).

• Management or leadership training (formal or on-the-job).

• Valid driver’s license with a clean driving record.

Core & Technical Skills

• Technical troubleshooting ability to support technicians on complex jobs.

• Working knowledge of IP networking and low-voltage systems; familiarity with nurse call platforms and integrations (e.g., RTLS, middleware, paging/EHR interfaces) preferred.

• Strong people management, including rostering, performance reviews, and coaching.

• Customer-facing communication for handling escalations.

• Proficiency with service work-order, timesheet, and job-allocation software (e.g., SimPro) for scheduling and assigning work to team members.

• Budget and resource planning across parts inventory, contractors, and cost control (preferred).

Working Conditions & Physical Requirements

• Occasional regional travel to client sites; the role is predominantly based at the Irving, TX office, with field work handled by technicians.

• Participation in an on-call rotation and availability for after-hours or emergency service as required.

• Ability to work in active hospital, construction, and clinical environments.

• Able to lift and carry up to [50] lbs, climb ladders, and stand, kneel, or crouch for extended periods.

• Must satisfy hospital vendor credentialing requirements, including background check, drug screening, and immunization records.

Competencies & Behaviors

Leadership & People Management

• Leads and motivates technicians across varying skill levels and experience.

• Coaches and develops team members through regular feedback and performance reviews.

• Handles underperformance and conflict fairly and consistently.

• Builds a culture of accountability and pride in workmanship.

Customer Focus

• Communicates clearly and calmly with customers, especially during escalations or complaints.

• Balances customer expectations with realistic timeframes and technical constraints.

• Represents the business professionally in front of clients and stakeholders.

Problem Solving & Judgement

• Diagnoses recurring issues and identifies root causes rather than just symptoms.

• Makes sound decisions under pressure, particularly on urgent or high-stakes jobs.

• Knows when to escalate a technical issue versus resolve it within the team.

• Uses data and reporting to spot trends and improve service delivery.

Organization & Planning

• Prioritizes jobs based on urgency, contract obligations, and resource availability.

• Plans ahead for peak periods, staff shortages, or equipment failures.

• Partners with the sales team to track service agreements and contract compliance.

• Keeps management informed of risks, delays, and resourcing gaps.

Safety & Compliance

• Champions workplace health and safety standards on every job.

• Ensures technicians follow correct procedures for regulated equipment in healthcare settings.

• Keeps up to date with industry standards, certifications, and audit requirements.

Adaptability & Resilience

• Stays calm and solutions-focused during unexpected breakdowns or after-hours service tickets.

• Adjusts plans quickly when priorities shift.

• Recovers from setbacks without losing team morale.

Compensation & Benefits (USA)

Competitive base salary commensurate with experience.

• Healthcare including Medical, Dental, Vision, FSA, and a company Wellness Program.

• Short-Term Disability, Long-Term Disability, Basic Life Insurance, and 401(k) with 3% company match.

• Paid company holidays, sick days, and vacation days.

Austco Healthcare provides equal employment opportunities to all persons. No employee or applicant for employment will be discriminated against because of race, creed, origin, marital status, sexual orientation, age, otherwise qualified disabled or veteran status, or any other characteristic protected by law.