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 solid relationships with customers, strata, builders, and consultants

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

Strong 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:

#J-18808-Ljbffr

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