From the beach to the bush, the Gold Coast is an Australian city that is growing ever taller.
A strong economy has it on track to become the country’s first regional city to reach a population of 1 million by 2040. Nestled as it is between the ocean and the mountains, growing vertically is a necessity to cater to this rising population.
Behind the smooth flow of people in high-rise towers, bustling retail centres, and growing residential zones is a team of KONE experts dedicated to keeping the city moving. Meet Deb Wentworth and Karnie Garcia, Field Service Managers (FSMs), and Thomas Coxhead, Maintenance Technician – three of KONE’s City Shapers working across the Gold Coast.
A city built to rise
“The Gold Coast is one of a kind in Australia,” says Deb. “It’s this amazing 70-kilometre-long city, squeezed between the ocean and the hills.” Karnie adds, “We’ve got beaches, bush, and mountains all packed into a narrow strip. Because we didn’t have much room to spread out, we had to build up.”
As buildings climb higher and space gets tighter, elevators and escalators have become part of everyday life. “They’re not a luxury,” Deb says. “They’re essential.” This vertical expansion has created a unique urban rhythm that relies on continuous mobility.
Whether it’s residents heading to work, tourists exploring the skyline, or retail centres welcoming thousands daily, vertical transportation is the invisible infrastructure that keeps the city alive.
KONE’s role in this transformation is pivotal. As a global leader in urban mobility solutions, KONE has helped shape the Gold Coast’s skyline with smart, sustainable, and scalable technologies.
Working in sync across the coast
To manage such a vast and varied region, the FSMs have split the Gold Coast into two zones. Deb oversees the southern stretch, from Broadbeach down to Evans Head, while Karnie covers the north, from Surfers Paradise all the way up to Yatala and out to Mount Tamborine.
“We do have visibility on each other’s areas,” Deb says. “It’s about making sure customers feel loved, that the service is top-notch, and that our technicians are supported, because they’re our face out there with the customers.”
Their collaboration is seamless. “We’re constantly in touch,” Karnie adds. “If one of us is away or facing a surge in workload, we step in. Communication is everything.”
While Deb and Karnie oversee callouts in the region, technicians like Thomas are the boots on the ground, navigating diverse environments – from apartments to towering office buildings to luxury hotels. “Every site is different,” he says. “You have to adapt quickly and make sure everything is safe and running smoothly.”
Technology that empowers, not replaces
One tool that’s transformed their work is KONE 24/7 Connect, an AI-based predictive system that uses real-time data from elevator sensors to detect anomalies before they become faults.
“24/7 makes our job a lot easier,” says Thomas. “We can now see what’s going on with a lift, identify abnormal behavior, and act proactively. There’s great satisfaction in getting to a problem before it becomes a major issue and helping the equipment run smoothly.”
Karnie agrees: “It’s been an advantage for our technicians. It allows them to work smarter and gives customers peace of mind. And for us as managers in the office, we can log on and check various sites, see what’s happening, and monitor maintenance.”
“Importantly, the technology doesn’t replace people,” Deb emphasizes. “It’s about giving technicians the tools to be more proactive, more prepared, and more effective.”
Human connection in a high-tech world
Even with advanced tools, human connection remains at the heart of the job. “It’s really important to speak to the customer when you arrive on site,” Thomas says. “You clarify any issues or reports they’ve logged.”
“Technology is key,” Karnie adds, “but at the end of the day, this is a service business. That human connection with our customers is just as important. Knowing they have peace of mind is what it’s all about.”
As the Gold Coast skyline continues to evolve, so does the role of KONE’s service teams. “Our management structure, our brilliant technicians, and our advanced technology like KONE 24/7 Connect – it all works together to keep our customers happy and their buildings running smoothly,” says Deb.
And when they look up at the skyline, they see more than just steel and glass. “Seeing this incredible skyline every day,” Karnie reflects, “and knowing that our work plays a part in making the Gold Coast lifestyle possible, it’s just incredibly rewarding.”
From the ground up, KONE’s service teams are helping build the rhythm of city life – quietly, reliably, and with pride.