Job Description
Newly created leadership role with an award-winning NZ business
Shape a service and support function steeped in innovation and customer excellence
Lead and grow a dedicated team across operations to drive future-focused growth and performance
About RML Machinery
RML Machinery is an award-winning New Zealand business, proudly recognised at the Waikato Business Awards 2025 for excellence in innovation, operational performance, and customer impact. Its success reflects a deep commitment to engineering quality, safety, and long-term value for customers and partners.
As it continues to grow and strengthen market leadership, it is investing in building a high-performing service and support capability - and we are seeking an exceptional leader to shape that next chapter.
This is a genuine blank canvas opportunity to design, build, and lead a service function that becomes a strategic differentiator for the business.
The Opportunity
This newly established role will take ownership of RML’s end-to-end service and support capability. With a dedicated team, you will design service frameworks that deliver exceptional customer experience today, driving measurable performance outcomes, while building future-focused capability.
This is a hands-on leadership role suited to someone who sees service not as reactive support but as a critical driver of customer trust, commercial performance, and long-term enterprise value.
Reporting to the CEO and partnering across operations, engineering, and commercial as part of the senior leadership team, you will set strategic direction that aligns with RML’s award-winning standards.
Key Responsibilities
Lead the development and implementation of the service and support function, including structure, processes, and culture
Design and implement robust service level agreements (SLAs), KPIs, escalation procedures, and performance dashboards
Inspire and lead a dedicated team, while building strong partnerships across the organisation
Drive a customer-centric service ethos of responsiveness, quality and continuous improvement
Leverage data, insights, and operational expertise to inform decision-making, resource allocation, and service optimisation
Support enterprise strategy with a long-term view of service capability, tools and systems
Manage service delivery with strong commercial awareness, balancing customer needs with sustainable business performance
About You
You are a strategic and operational leader with a passion for service excellence and a track record of creating customer-focused systems that work.
You will bring:
Proven experience leading service, support, operations, or technical delivery teams in complex environments
A deep customer service mindset, with the ability to leverage data to define, measure, and improve service outcomes
Strong project management capability and confidence leading multi-stakeholder initiatives
Commercial insight and a strategic mindset that connects service outcomes to business performance
A collaborative leadership style and the ability to work effectively on-site and in the boardroom
A natural curiosity to build and nurture high-trust relationships at all levels
Experience in industrial automation, capital equipment, engineered systems, or technology-enabled service environments is highly desirable.
Why RML Machinery?
Be part of an award-winning team - recognised at the Waikato Business Awards 2025 for excellence and innovation
Work within a values-driven culture that prioritises quality, safety, and customer outcomes
Collaborate with talented technical and operational professionals who share a commitment to excellence
If you are motivated by building something from scratch and elevating service to a strategic advantage, we’d love to hear from you.
For further information or a confidential discussion, please contact Recruitment Partner Helen Dale on 0272XXXXXX.
RML Machinery
Shape a service and support function steeped in innovation and customer excellence
Lead and grow a dedicated team across operations to drive future-focused growth and performance
About RML Machinery
RML Machinery is an award-winning New Zealand business, proudly recognised at the Waikato Business Awards 2025 for excellence in innovation, operational performance, and customer impact. Its success reflects a deep commitment to engineering quality, safety, and long-term value for customers and partners.
As it continues to grow and strengthen market leadership, it is investing in building a high-performing service and support capability - and we are seeking an exceptional leader to shape that next chapter.
This is a genuine blank canvas opportunity to design, build, and lead a service function that becomes a strategic differentiator for the business.
The Opportunity
This newly established role will take ownership of RML’s end-to-end service and support capability. With a dedicated team, you will design service frameworks that deliver exceptional customer experience today, driving measurable performance outcomes, while building future-focused capability.
This is a hands-on leadership role suited to someone who sees service not as reactive support but as a critical driver of customer trust, commercial performance, and long-term enterprise value.
Reporting to the CEO and partnering across operations, engineering, and commercial as part of the senior leadership team, you will set strategic direction that aligns with RML’s award-winning standards.
Key Responsibilities
Lead the development and implementation of the service and support function, including structure, processes, and culture
Design and implement robust service level agreements (SLAs), KPIs, escalation procedures, and performance dashboards
Inspire and lead a dedicated team, while building strong partnerships across the organisation
Drive a customer-centric service ethos of responsiveness, quality and continuous improvement
Leverage data, insights, and operational expertise to inform decision-making, resource allocation, and service optimisation
Support enterprise strategy with a long-term view of service capability, tools and systems
Manage service delivery with strong commercial awareness, balancing customer needs with sustainable business performance
About You
You are a strategic and operational leader with a passion for service excellence and a track record of creating customer-focused systems that work.
You will bring:
Proven experience leading service, support, operations, or technical delivery teams in complex environments
A deep customer service mindset, with the ability to leverage data to define, measure, and improve service outcomes
Strong project management capability and confidence leading multi-stakeholder initiatives
Commercial insight and a strategic mindset that connects service outcomes to business performance
A collaborative leadership style and the ability to work effectively on-site and in the boardroom
A natural curiosity to build and nurture high-trust relationships at all levels
Experience in industrial automation, capital equipment, engineered systems, or technology-enabled service environments is highly desirable.
Why RML Machinery?
Be part of an award-winning team - recognised at the Waikato Business Awards 2025 for excellence and innovation
Work within a values-driven culture that prioritises quality, safety, and customer outcomes
Collaborate with talented technical and operational professionals who share a commitment to excellence
If you are motivated by building something from scratch and elevating service to a strategic advantage, we’d love to hear from you.
For further information or a confidential discussion, please contact Recruitment Partner Helen Dale on 0272XXXXXX.
RML Machinery
💡 Quick Summary
Seeking a career-building opportunity? The Service & Support Leader position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Hamilton offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
