Asset Support Centre Manager

Join Pacific National – Australia’s largest private rail freight operator

Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.

About the role

Pacific National is seeking an experienced and collaborative ASC Manager to lead our Asset Services Centre, overseeing operational performance, governance, and service delivery across the fleet. This role reports directly to the Manager Locomotive Fleet Performance and Sustainability, contributing to Pacific National’s broader strategy for asset reliability and operational excellence.

As the leader of the Help Desk, you will be responsible for rapid fault triage, operational decision‑making, and guiding train crews toward the safest and most effective outcomes. You will coordinate with operations, maintenance, engineering, planning and suppliers to minimise delays, support fleet availability and maintain high service standards.

This role is central to ensuring responsive, high‑quality support that keeps our services moving and our assets performing.

What you’ll be doing

• Manage the ASC as the primary triage centre for fault reporting.
• Provide timely operational decisions, escalation, and remote troubleshooting support.
• Lead, roster, coach and develop the ASC team to maintain consistent, high‑quality service.
• Ensure accurate capture of condition and fault data in the CMMS, maintaining audit-ready records.
• Collaborate with operations, planning, engineering and maintenance teams to support quick resolutions.
• Track and report Help Desk performance against KPIs and drive continuous improvement initiatives.
• Maintain safety, regulatory and asset management compliance across all ASC operations.
• Support 24/7 operational service delivery and manage asset-related escalations.

What you’ll bring

• 10+ years’ experience in the rail industry, with at least 2 years in rail operations.
• Strong communication and stakeholder management skills.
• Hands-on maintenance experience (locomotives/wagons).
• Proven problem-solving capability in fast-paced environments.
• Experience managing emergency or disruption responses (e.g., situation rooms).
• Customer-focused mindset with the ability to influence outcomes and drive service improvements.
• Resilience, patience and professionalism under pressure.
• Engineering and/or Safety qualifications (highly regarded).
• Knowledge of mechanical, electrical and electronic systems; LEAN exposure is beneficial.

Why join us?

At Pacific National we value diversity, inclusion, and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted.

Some of the benefits we offer are:

• Paid parental leave
• Discounted travel and insurance
• Novated Leasing
• Fitness Passport
• Inclusive, values-driven culture

We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day.

Ready to deliver what matters?

Click ‘Apply Now’ and start your journey with Pacific National. Learn more at https://www.pacificnational.com.au/careers

Applications Close: 29th March 2026