About Us
We are a leading provider of vehicle technology solutions, delivering installation, maintenance, technical support, and customer service across a diverse range of transport and fleet management technologies. Our focus is on providing exceptional customer experiences while ensuring our field technicians and support teams deliver reliable, high-quality service.
We are seeking an experienced and customer-focused
Team Leader
to lead our Service Customer Support team. This role is ideal for someone who thrives in a fast-paced environment, enjoys leading people, and has a passion for delivering outstanding customer outcomes while maintaining efficient operational and financial processes.
About the Role
As the Team Leader, you will be responsible for overseeing the daily operations of the Customer Support and Field Service Coordination team. You will lead, coach, and develop team members while ensuring customer enquiries, service requests, scheduling activities, and financial administration are managed efficiently and professionally.
You will act as a key liaison between customers, field technicians, suppliers, and internal stakeholders to ensure seamless service delivery, strong supplier partnerships, and high levels of customer satisfaction.
Key Responsibilities
Team Leadership
Lead, mentor, coach, and support a team of customer support and service coordination staff.
Monitor team performance against KPIs and service standards.
Conduct regular performance reviews, training, and development activities.
Foster a positive, accountable, and customer-focused team culture.
Manage workforce planning, workload allocation, and team productivity.
Customer Support & Service Delivery
Oversee customer enquiries and support requests via phone, email, and Zendesk.
Conduct customer account meetings
Ensure customer tickets are prioritized, assigned, and resolved within agreed service levels.
Manage escalated customer issues and provide timely resolutions.
Monitor service quality and customer satisfaction outcomes.




Continually identify
Recontracts of additional products and add to fleets
Scheduling & Field Service Coordination
Coordinate and schedule field technicians to deliver installation, maintenance, and support services.
Optimise technician utilisation and resource allocation.
Monitor job progress and proactively manage scheduling changes.
Ensure customers are kept informed of service appointments and updates.
Maintain accurate service records and job documentation.
Supplier & Relationship Management
Develop and maintain strong working relationships with suppliers, contractors, and technology partners.
Coordinate product support, warranty claims, and technical escalations with suppliers.
Monitor supplier performance and service outcomes.
Negotiate and manage supplier requirements to support business objectives.
Financial & Administrative Management
Raise, approve, and manage purchase orders in accordance with company procedures.
Prepare and process customer invoices accurately and in a timely manner.
Review supplier invoices and ensure accurate reconciliation against purchase orders and completed works.
Monitor job costing, supplier expenditure, and operational costs.
Support accounts receivable activities, including invoice follow-up and customer account enquiries.
Assist with budgeting, reporting, and financial tracking for the department.
Ensure financial records, documentation, and reporting are maintained accurately.
Work closely with Finance to ensure compliance with company policies and financial controls.
Operational Excellence




Drive continuous improvement across customer support and field service operations.
Develop and maintain operational procedures and best practices.
Ensure compliance with company policies, service standards, and safety requirements.
Produce regular performance, operational, and financial reports for management.
About You
To be successful in this role, you will have:
Previous experience in a Team Leader, Service Delivery Coordinator, Customer Support Supervisor, or similar leadership role.
Proven experience leading and developing high-performing teams.
Strong customer service and stakeholder management skills.
Experience using Zendesk or similar customer support platforms.
Demonstrated experience in scheduling and coordinating field-based teams.
Experience managing purchase orders, invoicing, and general financial administration.
Strong analytical, organisational, and problem-solving skills.
Excellent communication and relationship-building abilities.
High attention to detail and the ability to manage multiple priorities.
Proficiency with Microsoft Office Suite and business management systems.
Desirable
Experience in vehicle technology, telematics, GPS tracking, fleet management, automotive, or field service industries.
Understanding of technical support environments and service operations.
Experience with budgeting, job costing, and operational reporting.
What We Offer
Competitive salary package.
Opportunity to lead a growing and supportive team.
Career development and career progression opportunities.
Exposure to innovative vehicle technology products and solutions.
A collaborative and customer-focused workplace culture.
How to Apply
If you are a motivated leader with solid customer service, operational coordination, supplier management, and financial administration experience, we'd love to hear from you.
Apply today with your resume and a cover letter outlining your relevant experience and leadership achievements.

📌 Team Leader – Service & Customer Support (Western Australia)
🏢 Connect Source
📍 Western Australia