Service Team Leader

WA - Other, Western Australia, Australia


Our client is a local business supplies store and are seeking a Service Team Leader to join their team.
The purpose of the Service Team Leader role is to provide support and coordination to the Service Team to ensure the day-to-day tasks are executed professionally and in a timely manner. You will assist the Service Technicians to control the spend on service agreements.

As the Service Team Leader, you will be the link between the customers, internal and external, regarding their service issues and educating and working with the Service Technicians to meet the expectations of the customer. You will lead the team in a productive and disciplined nature by supervising and providing training for the service team to ensure they are able to rebuild, repair and service office equipment and associated software. This includes overseeing and provisioning Service Agreements to ensure the Kalgoorlie Office exceeds customer satisfaction.

  • Work with the service staff to ensure first time fix with all customers and all new installations are fully installed
    within a timely manner
  • Supervise all Technicians and log daily allocation of service calls as required
  • Oversee all Software development projects, be fluent with the customer software programs working with Supplier
  • Software installation teams and communicating direct with customer
  • Assist Service Co-ordinator in monitoring inventory levels to ensure the correct levels are maintained
  • Assist Service Co-ordinator in monitoring warranty claims to ensure Supplier warranty claim procedures are adhered to by technicians
  • Communicate and assist Service Co-ordinator in the reporting of stock levels and place orders as needed
  • Assist the Service Co-ordinator with Ordering and receipting stock, parts and consumables when required
  • Provide accurate reporting of all Service Reports for customers as required
  • Ensure that work areas including workshop, store and offsite storage are kept clean and the areas are locked up securely
  • Identify opportunities and customer needs, relaying these to the Business Technology Manager
  • Stay up to date with the latest products through training and personal development
  • Consult with existing clients on their service schedule
  • Adhere to all manufacturer’s specifications and standards
  • Promptly attend to equipment calls, deliveries and installations in a professional manner
  • Research parts needed for repairs, and look up parts and order spare parts, as needed
  • Support other duties as assigned from time to time as required. If relates to other areas of business training will be provided
  • Schedule and lead Tool Box meetings


  • Must hold a Current Manual Western Australian Driver’s License
  • Certificate III in Electronics and Communications or similar
  • 2 year’s + experience as a Service Technician division or similar
  • Working knowledge of current office equipment and software
  •  Previous experience in technical support within the office equipment industry
  • High attention to detail
  • Take leadership of company processes and procedures, and ensure that at all times staff are aware of the importance of following these procedures, to minimise errors, wastage and maximise customer service satisfaction levels
  • Good problem-solving skills with the understanding of how to identify problems and overcome them
  • Ability to use time effectively and prioritise workload
  • Demonstrate effective verbal and written communication skills
  • Demonstrate ability to work independently and in a team environment
  • Able to work under pressure and meet deadlines in a demanding situation 
  • Good business acumen with an understanding of personal targets and KPI’s
  • Good understanding and use of computers and computer networks
  • Strong commitment towards maintaining strict confidentiality
  • Prepare Repair Cost Estimates, and check Team prepared Repair Cost Estimates to ensure accuracy.