Service & Project Support Lead

ABOUT THE ROLE

We are seeking a customer‑focused Service & Project Support Lead to join our team based in Mackay. In this role, you will lead customer service operations while providing essential project support across service delivery activities.

You’ll oversee customer interactions, monitor service performance, support project coordination, and lead a small team to ensure timely, high‑quality outcomes for our customers. Working closely with internal stakeholders, you’ll help drive service excellence, process improvements, and operational efficiency.

If you’re a proactive leader with a passion for customer experience and project support, we’d love to hear from you.

To be considered for this position, you must be available to commence employment by the 5^th May 2026.

KEY RESPONSIBILITIES

• Lead and support the Queensland customer service function, ensuring high levels of service quality and customer satisfaction.
• Build, establish and maintain strong relationships with customers and internal stakeholders.
• Monitor, analyse and report on customer service KPIs such as response times and queue management.
• Coordinate project support activities including meetings, documentation, ERP setup and project tracking.
• Support tender submissions, contract administration, variations, and pre‑qualification requirements.
• Maintain accurate and compliant data within ERP systems throughout the project lifecycle.
• Track project deliverables and support timely invoicing and job close‑out activities.
• Drive process improvements to enhance customer experience, service delivery and operational efficiency.
• Manage and develop direct reports through coaching, performance reviews and ongoing training.
• Ensure compliance with Ampcontrol’s safety, quality, environmental and contractual requirements.

ABOUT YOU

Education & Qualifications

• Demonstrated experience in customer service leadership and project support or coordination
• Project or business management qualifications (highly regarded)
• Current driver’s licence

Technical Skills

• Strong capability across Microsoft Office applications
• Experience working with ERP systems (SyteLine or similar desirable)
• Solid understanding of service delivery, contract administration and project support processes
• Ability to prepare reports, manage documentation and support tender submissions

Experience

• Proven leadership and people management experience
• Strong customer relationship management and stakeholder engagement skills
• Demonstrated problem‑solving ability across both technical and people‑related issues
• Experience supporting service projects, invoicing and job close‑out processes
• Background in a technical, manufacturing, engineering or service environment (desirable)
• Well‑organised, proactive and able to manage competing priorities effectively

EMPLOYEE BENEFITS

At Ampcontrol, we believe great work deserves great rewards. When you join us, you’ll have access to a wide range of benefits designed to support your wellbeing, lifestyle, and career growth, including:

• Flexible work arrangements to suit your lifestyle
• Paid parental leave to support your family
• Salary packaging options to help you make the most of your income
• Purchased leave for greater work-life balance
• Discounted private health care
• Wellbeing programs and employee discounts
• Education assistance and career development support

READY TO CHALLENGE THE FUTURE?

Then apply now! If you are intrigued or excited by what you have read, we want to hear from you.

Learn more about what it’s like to work at Ampcontrol by visiting www.ampcontrolgroup.com

We value equity, Diversity and Inclusion and are committed to Reconciliation through our Reflect Reconciliation Action Plan. Join us in our journey toward reconciliation and positive community impact.