Director of Customer Care
Tardis Group ·www.tardis-group.com
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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 about 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!
About 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
For more details, please feel free to contact Chris – chris.danchald@tardis-group.com
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 about 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!
About 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
- 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
- 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 – chris.danchald@tardis-group.com
Frequently asked questions
Who is hiring for the Director of Customer Care role?
Tardis Group is hiring for the Director of Customer Care position, a Shazamme client. Apply directly on the employer's career site.
Where is the Director of Customer Care job located?
The Director of Customer Care role with Tardis Group is based in Sydney, NSW, AU.
Is the Director of Customer Care role full-time or contract?
This is a full time position at Tardis Group.
What experience level is the Director of Customer Care role?
The Director of Customer Care position is aimed at director-level candidates.
How do I apply for the Director of Customer Care role at Tardis Group?
Apply directly on Tardis Group's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.