ABOUT THE COMPANY
Our client is an established Australian provider of critical engineered equipment and technical field support services, working across commercial and industrial customer sites.
The business has a strong focus on safe work practices, high service standards, and developing skilled technicians through training and ongoing support.
ABOUT THE ROLE
This position leads the day-to-day coordination and performance of a field-based service team delivering installation, servicing, repairs, and urgent response work across customer locations.
Reporting into the Service Manager, you'll be the escalation point for complex technical issues and customer concerns, while keeping scheduling, documentation, and team standards running smoothly in a high-pressure environment.
DUTIES
Lead, coach and hold standards for a field service team (including contractors as required), building trust and capability through regular check-ins, on-the-job guidance, performance management, and ensuring the team consistently represents the business professionally on customer sites
Own job allocation end-to-end: plan the weekly workload, triage urgent callouts, reshuffle schedules in real time when conditions change, and maintain clear communication with technicians, admin and customers so expectations are set and met under tight timeframes
Be the senior point of support for technical problem solving and customer escalations: assist with diagnosis and decision-making when jobs become complex, attend critical works when needed, and drive practical outcomes that protect service quality and customer relationships
Drive safe delivery and compliance discipline across all works: reinforce PPE and site safety behaviour, ensure risk controls and required paperwork are completed correctly (pre-starts, job safety documentation, service records), and support incident/quality investigations and corrective actions where required




Lift operational performance: monitor productivity and utilisation, identify recurring issues and bottlenecks, coordinate parts/tools/vehicles so work can be executed efficiently, and improve reporting accuracy and workflow discipline to strengthen customer outcomes and reduce rework
SKILLS AND EXPERIENCE
Proven experience leading a trade / technical / service team in a customer-facing, field-based environment where priorities shift quickly; you're confident balancing multiple moving jobs and keeping people aligned when pressure is high
Strong coordination and communication capability (written + verbal): you can run a busy schedule, provide transparent direction, keep stakeholders updated, and ensure technicians complete accurate job notes and reporting without constant chasing
High mechanical aptitude is essential (trade qualification preferred but not mandatory if the hands-on technical understanding is there); you can guide fault-finding and support technicians during difficult situations
Calm, resilient, and emotionally switched-on leadership style: you can have professional, direct conversations with technicians and customers during escalations, show empathy without losing standards
Comfortable with a role that includes both office-based coordination and time in the field (often on customer sites), plus occasional after-hours contact for true emergencies, this suits someone who enjoys responsibility, variety, and being the person others rely on to stabilise the day
BENEFITS
Competitive salary package + fully maintained tool of trade vehicle
Autonomous leadership role with real impact across service delivery, customer outcomes, and technician performance
Strong internal support from the service leadership team and access to training for technical and safety capability uplift
Stable, long-term opportunity within a business investing in service standards and team development
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📌 Service Technician Supervisor (Melbourne)
🏢 Veritas Recruitment
📍 Melbourne