Service Team Leader

3 days ago

Bayswater North, Victoria, Australia Independent Living Specialists Full time $80,000 - $120,000 per year

About ILS

Independent Living Specialists (ILS) is one of the largest healthcare equipment providers in Australia. With 60 showrooms, 10 warehouses and 700+ staff across four states and more to come, we are a company on the move. Our growth recognises our industry leadership in solutions, innovation and quality customer service across our showrooms, home care, hospital and pressure care, and configured mobility.

We are seeking an experienced and results-driven Service Team Lead to oversee service operations coordination with product teams, retail stores, logistics, warehouses and field technicians to get the right customer outcome in the right time for a respected provider of mobility and independence equipment.

Based in Bayswater, Victoria, this fulltime permanent contract role is responsible for leading service team in Victoria, ensuring consistent, high-quality service and support is delivered to customers.

Key Responsibilities:

  • Lead and manage team of service technicians and service co-ordinators to deliver timely, customer-focused support
  • Engage regularly with direct report to support them with their caseload
  • Implement strategies and service policies to drive operational efficiency and customer satisfaction
  • Work collaboratively with after sale service case managers to assess and repair customers' equipment in the field and in the workshop
  • Use data and service insights to identify and act on improvement opportunities
  • Work closely with internal teams to support installations and equipment rollouts
  • Manage supplier relationships and ensure availability of essential parts and resources
  • Oversee training and capability development for the service team
  • Report on service performance metrics and KPIs to General Manager.

About You:

  • 4+ years of experience in a service leadership role
  • Proven track record of building and managing high-performing, geographically dispersed teams
  • Strong analytical and problem-solving skills with a strategic mindset
  • Committed to delivering excellent customer outcomes
  • Excellent communication and interpersonal skills across all levels
  • Familiarity with industry compliance and regulatory standards
  • Tertiary qualifications in business, engineering, or a related field are desirable

What's on Offer:

  • Competitive salary package
  • Access to employee wellbeing initiatives and product discounts
  • A paid day off on your birthday each year
  • Company paid parental leave
  • Job security
  • Incentives
  • A meaningful role helping to improve the lives of people who rely on mobility and independence equipment

To submit your application,click the 'apply' button. If you require further information, please contact the People and Culture Team at 

ILS is an NDIS service provider – all employees must have full working rights in Australia.

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