SERVICE TEAM LEADER - MANAGED PRINT SERVICES

ABOUT US

At Winc, we inspire Australians with better ways to work and learn. We provide a wide range of products and solutions—from office and school essentials to print, marketing, and workspace technology—supporting over 100,000 workplaces nationwide.

We’re known for exceptional customer service (70%+ NPS) and were recognised in 2025 as an Australian Business Award winner for Customer Service Excellence and Customer Experience Management.

ROLE PURPOSE

The Service Team Leader is responsible for leading a team of field technicians to deliver exceptional customer service and operational performance across our MPS (Managed Print Services) customer base.

This role focuses on driving customer satisfaction and retention, while ensuring efficient cost management, technical capability, and service excellence.

KEY ACCOUNTABILITIES

• Lead, coach, and support a team of field technicians to deliver high-quality, customer-focused service
• Ensure optimal levels of parts and consumables are maintained in line with Winc frameworks
• Support and train MPS administration teams in call allocation and triaging to minimise unnecessary site visits
• Ensure technician capability meets internal and vendor technical training requirements
• Provide hands-on support for complex technical issues and escalations
• Manage customer complaints and escalations, ensuring timely and effective resolution
• Partner with Sales to address customer concerns and identify process improvement opportunities
• Ensure compliance with customer and Winc OHS&E standards and requirements
• Drive continuous improvement across service delivery, efficiency, and cost control

WHAT WE LOOK FOR

• Strong customer service focus with a commitment to delivering exceptional outcomes
• Proven leadership experience, ideally within a field service or technical environment
• Excellent communication, influencing, and stakeholder management skills
• Strong problem-solving and decision-making capability
• Ability to manage conflict and resolve issues effectively
• Organised with the ability to prioritise in a fast-paced environment

WORKING WITH WINC

• Our highly engaged team work together to create a positive impact both at Winc and in the communities we operate.   We are a collaborative bunch, continually improving our performance and the value we deliver.
• We believe we're better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
• We are focused on working towards a more sustainable future through our Winc Social Agenda - our plan to make a difference through Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging and Management of Waster as well as Ethical Sourcing.  This is where we take action to make the biggest different.
• We're passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.  Over 45% of the roles we advertised in 2025 were awarded to an internal candidate!
• We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
• And finally, there's plenty of perks! Our much-loved quarterly Winc Awards recognition program, team discounts and plenty of corporate partner discounts.

To Apply: Send your resume to the Winc People Team by selecting ‘Apply' and following the prompts.