About the Role
The Workshop Technician is responsible for the assessment, repairs, and replacement of warranty related products. They will be knowledgeable and familiar with the company's products, services, and warranty procedures. This position requires strong knowledge and understanding of 12V systems and applications, along with effective problem-solving and customer communication skills.
The role acts as a technical bridge between Customers, Customer Experience, Product Development, and suppliers, ensuring warranty issues are accurately diagnosed, recurring issues are identified, and suppliers receive clear, data-driven feedback for corrective action.
About You
You will have knowledge of 12V power applications and camping products and be experienced in diagnosing and repairing 12V components. You will have a strong troubleshooting mindset, excellent attention to detail, and the ability to clearly communicate technical findings. Experience documenting faults and supporting warranty communication with suppliers will be highly regarded.
Key Responsibilities
* Conduct first-line technical assessment of returned products using established Standard Operating Procedures (SOPs).
* Determine whether returned products are:
o Faulty or non-faulty
o Eligible for repair or replacement
o User Error or not
* Document findings clearly and consistently to support warranty decisions.
* Use the return management software to record and track progress of active warranty returns and to extrapolate date for analysis.
* Conduct outbound calls to customers to report findings and reach outcomes based on warranty eligibility.
* Work closely with the Service & Warranty team to ensure fast, accurate resolution of customer warranty cases.
* Repair faulty products where appropriate, on direction from the senior workshop technician.
* Test outbound warranty replacement products to verify correct operation prior to dispatch.
* Develop and maintain terminal fault evaluation sheets and troubleshooting guides for use by support agents. These materials are intended to support troubleshooting and enable early assessment of whether a product is faulty or requires return for further technical evaluation.
* Support the Head of Customer Experience and Product Managers in identifying recurring or systemic product issues.
* Conduct testing and evaluation of:
o Prototype units
o Development and pre-production samples
Key Accountabilities
Technical Repairs
* Diagnose and repair 12V equipment and accessories.
* Perform both minor and complex mechanical and electrical repairs.
* Work closely with the service and warranty team to process claims accurately.
Warranty Compliance
* Maintain knowledge of warranty procedures and ensure repairs meet company policies and industry regulations.
Documentation & Record-Keeping
1. Keep accurate records of repairs, parts used, and warranty claims.
Update service documentation and provide reports on recurring issues to aid in quality control and continuous improvement.
Customer Communication
* Collaborate with customer support and the warranty team to clarify technical issues, helping resolve customer inquiries and providing clear communication about repairs and service timelines.
* Action warranty enquiries, pre and post workshop assessment, when required.
Health & Safety
* Adhere to workplace health and safety standards, reporting any hazards or incidents promptly.
* Ensure a clean and organized workspace, following all safety protocols while handling refrigerants and other equipment.
Professional Development
* Pursue opportunities for skill improvement, staying informed on best practices for 12V appliance repairs and technologies.
Selection Criteria Essential:
* Technical Skills: Proficiency in diagnosing and repairing 12V systems and components.
* Effective communication skills for internal and customer interactions.
* Problem-Solving Ability: Analytical mindset for troubleshooting mechanical and technical issues.
* Detail-Oriented: Organized and diligent with record-keeping and compliance to ensure regulatory and warranty policy adherence.
Highly Desirable:
* Experience installing or repairing:
o Dual battery systems
o DC-DC chargers
o Lithium batteries & BMS systems
o Inverters
o Solar systems (MPPT controllers, panels, wiring)
o Anderson plugs, fusing, and circuit protection
o Fridges, power stations, or control switches
* Electronics or Automotive Electrical Certifications
The above is a general description of the position and is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required. The company reserves the right to change, amend, or modify the duties, responsibilities, and qualifications at any time. In this role, you'll be expected to demonstrate a positive commitment to workplace health & safety, equal opportunity, customer service excellence, and professionalism in all tasks.