Summary
Overview
Work History
Education
Skills
Timeline
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Aaron Toowater

Penrith,NSW

Summary

Dynamic Senior Technical Service Manager with a proven track record at Diverseco, excelling in technical support management and customer relations. Recognized for implementing innovative service improvements and effectively managing multi-million dollar budgets. A fast learner and approachable leader, I thrive on enhancing team performance and ensuring customer satisfaction through advanced troubleshooting and quality assurance.

Overview

14
14
years of professional experience

Work History

Senior Technical Service Manager

Diverseco
BLACKTOWN, NSW
01.2025 - Current
  • Managed technical support programs for multiple clients and industries.
  • Managed complex service requests to ensure timely resolutions.
  • Trained staff on advanced troubleshooting techniques and customer service skills.
  • Developed and implemented best practices for technical service management processes.
  • Analyzed customer feedback to identify areas for service improvement and innovation.
  • Coordinated with vendors to secure necessary resources for service delivery efficiency.
  • Managed budgeting activities related to staffing levels, equipment purchases.
  • Monitored daily performance of staff to ensure compliance with company policies and procedures.
  • Resolved escalated customer issues with an emphasis on achieving resolution quickly and efficiently.

Field Service Supervisor

Leidos
01.2020 - 01.2025
  • Company Overview: Established in 1967, Leidos Australia is a regional leader in Government, Science and technology solutions. With 20 years of experience, Leidos is working to solve the world’s toughest challenges in some of Australia’s biggest markets.
  • Provide leadership and supervision to the team of +15 technicians/staff throughout multiple sites across Australia for the Land2110 project.
  • Determine service quality and performance standards to meet maintenance requirements.
  • Develop and implement systems, that contribute maintenance information to strategic and forward looking plans and review.
  • Complete ongoing training and evaluation reports on all courses, and uses of equipment to assist in improvements.
  • Attending NCR (Non-Conformance Reports) meetings and providing status updates and contacting vendors if required for repairs/ design changes.
  • Hiring of new technical and non-technical for sites throughout Australia, ability to negotiate salary for new staff.
  • Organising/ daily Stand-up meetings for all staff to discuss current activities and assist with any issues/roadblocks.
  • Training/development of all staff when dealing with customer requirements.
  • Management of multi-million dollar budget for maintenance/repair and travel.
  • Ability to negotiate and resolve conflicts with staff and customers.
  • Attend customer meetings at the request of customers.
  • Ability to identify issues before they arise.
  • Completing package reports for the customers in short timeframes allowing for questions/ queries to be answered quickly.
  • Maintain integrity of Leidos ERP system.
  • Assisting with engineering requirements of equipment including, reviewing test certificates, completing details reviews of products/documentation.
  • Attending vendors to ensure quality of work and upkeep of relationships.
  • Ability to promote current project and ensure customer satisfaction.
  • Manage yearly salary reviews for my staff within company budgets.
  • Established in 1967, Leidos Australia is a regional leader in Government, Science and technology solutions. With 20 years of experience, Leidos is working to solve the world’s toughest challenges in some of Australia’s biggest markets.
  • Nominated for Company award by Support Systems Manager and Project Manager.
  • Received company SPOT award for assisting with audits and winning of new contracts.
  • Received Certificate of Appreciation from Solider Modernisation Systems Program Office (SMSPO) CBRND Program.
  • Built/ employed a team of technicians and laundry staff for the Land2110 project.
  • Streamlined multiple CASG processes and instilling faith in Leidos from CoA.
  • Extended current equipment to new areas of defence.
  • Promoted internally to Field Service Supervisor.
  • High level detail and effort in quality assurance of equipment for both Leidos and CoA.
  • Submitted remediation plans for fleet wide stock with minimal downtime of equipment.
  • Increasing sales/ equipment of equipment for the ongoing support contracts.
  • Taking on existing CoA equipment technical inspections and signing of new contracts for Leidos.
  • Completing KPI and other contract require reports to CASG.
  • Completing onsite handovers of equipment for training courses.

Service Technician

Inspection Systems
01.2018 - 01.2020
  • Company Overview: Established in 1997, Inspection Systems has developed a reputation for providing high performance systems, comprehensive support and specialist advice to the food and pharmaceutical manufacturing industry in Australia and New Zealand.
  • Diagnose, maintain and repair Loma brand equipment including check weighing systems, X-ray inspection systems and metal detection systems.
  • Work with other technicians from multiple companies to achieve best results for customers.
  • Perform training to customers at different levels including operators, supervisor, managers and engineers.
  • Conducted new software tests on metal detector, X-ray systems and check weighing systems for bugs/errors before distribution.
  • Design and produce business documents including technical reviews, written commissioning/ testing procedures and technical investigations.
  • Maintain upkeep/records or all NSW stock and ordering when necessary.
  • Provide estimates/quotes for services and repairs.
  • Provide after-hours phone support to all customers within Australia.
  • Conducting warranty claims and organization of replacement parts.
  • Established in 1997, Inspection Systems has developed a reputation for providing high performance systems, comprehensive support and specialist advice to the food and pharmaceutical manufacturing industry in Australia and New Zealand.
  • Creating work during slow periods by contacting customers and advising of latest software upgrades and benefits.
  • Going on a rotating after hours phone support roster after 6 months of starting with company.
  • Communicating with a variety of different customers with a variety of different knowledge bases to rectify issues externally.
  • Ability of working with no supervision after 2 months of training on all equipment at head office.
  • Creating manuals and procedures for all technicians within the company on new equipment.
  • Repairing with unfamiliar branded equipment at customer sites by use of download manuals.
  • Providing solutions to customers on production processes and speeds that would best be suited.
  • Completed training on multiple specialist equipment to provide services nationwide.
  • Management of company vehicle and repairs of Sydney office when required.
  • Organization of all travel needs including hotels, flights and accommodation with organization between customers and company.

Electronics Technician

Australian Defence Force - Army (RAEME)
01.2011 - 07.2018
  • Company Overview: The Royal Corps of Australian Electrical and Mechanical Engineers (RAEME) are the corps of the Australian Army that has responsibility for the maintenance and recovery of all land and mechanical equipment.
  • Diagnose, maintain and repair the Army high tech electronic and surveillance equipment, including RADAR systems and displays.
  • Maintain and repair fire control systems, satellite equipment, communication systems, navigation aids, electronic warfare systems and optical equipment.
  • Work with specialist teams on advanced weapons systems or vehicle electronics.
  • Perform safety inspections on specialist equipment.
  • General soldier duties, such as manning defensive positions, patrolling, traffic control, camouflaging of vehicles and field equipment, and navigation.
  • Combat fitness leader – Organizing physical training every morning for 80+ soldiers, including making individual programs for self-training and rehabilitation.
  • Hazchem/safety custodian for my work area for 2+ years.
  • Design and produce business documents including technical reviews/inspections of equipment, engineering change proposal and technical investigations for damaged or misused equipment.
  • The Royal Corps of Australian Electrical and Mechanical Engineers (RAEME) are the corps of the Australian Army that has responsibility for the maintenance and recovery of all land and mechanical equipment.
  • Craftsman of the Year 2015.
  • Completed over 25 field exercises/excursions where I was sole maintainer for multiple equipment while also fulfilling normal soldier duties.
  • Have completed 5 specialist trade related courses over the past 3 years: Light Counter Motor Radar (LCMR), Giraffe agile multi-beam (GAMB) radar, RBS 70 (Weapons system), Battle Management System (BMS), Harris radio maintainer.
  • Worked with American Marine Corp, New Zealand and Malaysian soldiers on multiple occasions during field exercises across Australia.
  • Completed my trade promotion course in 2016, giving me the responsibility to mentor junior tradesman and signing trainee’s logbooks for trade qualifications.
  • Accepted higher duties on multiple occasions while superiors were unavailable, managing work groups of 10+ people, ensure work meets required standard and completion targets.
  • Supervising the workshop and running toolbox meetings to ensure safety and productivity in the workplace on a daily basis.

Education

Diploma of Project Management -

12.2023

Diploma of Business -

12.2023

Diploma of Leadership and Management -

12.2023

Certificate IV in Electronics and Communications -

12.2014

Certificate III in Electronics and Communications -

12.2014

License to preform High Risk Work – Forklift -

12.2019

License to preform High Risk Work – Dogging -

12.2017

Skills

  • Technical support management
  • Advanced troubleshooting
  • Customer feedback analysis
  • Budget management
  • Fast learner
  • Product knowledge
  • Approachability
  • Customer relations
  • Team leadership
  • Conflict resolution
  • Customer service
  • Effective communication
  • Project management
  • Change management
  • Quality assurance testing

Timeline

Senior Technical Service Manager

Diverseco
01.2025 - Current

Field Service Supervisor

Leidos
01.2020 - 01.2025

Service Technician

Inspection Systems
01.2018 - 01.2020

Electronics Technician

Australian Defence Force - Army (RAEME)
01.2011 - 07.2018

Diploma of Project Management -

Diploma of Business -

Diploma of Leadership and Management -

Certificate IV in Electronics and Communications -

Certificate III in Electronics and Communications -

License to preform High Risk Work – Forklift -

License to preform High Risk Work – Dogging -

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Aaron Toowater