About the role The Service Team Leader is responsible for leading the customer service function for ESG's elevator maintenance portfolio, ensuring high levels of customer satisfaction, contract retention, service delivery, warranty transitions and repair quotations. You will be responsible for the operational coordination between customers, technicians, and management.

What sets us apart:

At Kleemann (ESG), we pride ourselves on allocating significantly more hours to maintenance than our competitors. This commitment to quality maintenance ensures our portfolio maintains excellent reliability, giving you the time to do the job properly rather than rushing from site to site.

Key responsibilities

- Act as the single point of contact for high-value and strategic customers
- Build, manage, and retain strong relationships with customers, strata, builders, and consultants
- Conduct regular customer service reviews
- Manage customer expectations and resolve escalations in a professional and timely manner
- Coordinate maintenance service requests and breakdown calls
- Monitor service response times and customer communication
- Work closely with field technicians and service supervisors
- Lead, coach, and develop customer service team members
- Monitor key service KPIs and customer satisfaction metrics




- Assist with contract renewals and customer retention activities

About you

- Minimum 4 years' experience in contracts, service coordination, or portfolio management
- Proven ability to manage multiple complex accounts and deliver high customer satisfaction
- Intermediate to advanced Microsoft Excel and Office skills
- Experience using CRM systems and service-based scheduling tools
- Robust attention to detail and multitasking ability
- Excellent verbal and written communication
- Experience in the vertical transportation (lift/escalator) industry
- Background managing subcontractors and field-based technicians
- Exposure to Liftworks or similar service software

About the company: Elevator Services Group is a wholly owned subsidiary of Kleemann Elevators Australia. We are Australia's leading specialist in maintaining and servicing Kleemann elevators, escalators and moving walk solutions for the low to mid-rise sector. We have been doing so for over 23 years. Our niche and specialty mean we have quality control over all of our works. We are a company who genuinely believes in and supports our employees and provide:

- A Friendly Team Culture
- A Safe Work Environment
- Development and Training

📌 QLD Service Team Leader (Brisbane Airport)
🏢 Kleemann Elevators Australia
📍 Brisbane Airport