After Sales Service & Warranty Lead – Consumer Electronics
Our client, a global leader in consumer electronics and with the coolest culture in the industry, is seeking an experienced After Sales Service & Warranty Lead to join their high-performing Consumer team in Australia. This is a pivotal role supporting iconic high-end brands.
About the Opportunity
You'll work closely with the Logistics Manager to run after‐sales customer service, technical repair networks, and warranty operations across Australia and New Zealand. As the go‐to expert for complex escalations, you'll protect brand reputation while ensuring exceptional end‐to‐end customer satisfaction for premium consumer electronics products.
Reporting to the Sales Operations team, you'll play a key leadership role in mentoring customer‐service staff, optimising service centre performance, managing spare parts and refurbished products, and driving continuous improvement in service quality.
What You'll Do
* Act as the final point of escalation for complex customer complaints and "brand at risk" situations, resolving technical and service issues with professionalism and speed.
* Mentor and support customer service and call centre teams, ensuring they have strong product knowledge and the tools to deliver outstanding support.
* Oversee quality assurance for escalations, track performance trends, and prepare detailed operational reports (including costs) for management.
* Manage logistics elements including spare parts inventory at service centres and oversee the refurbishment process for returned products.
* Review and approve credit claims, invoices, and warranty-related requests while maintaining full compliance.
What You Need to Succeed
* Solid knowledge of Australian Consumer Law (ACL) and the NZ Consumer Guarantees Act (CGA), particularly regarding returns, repairs, and warranties.
* Strong understanding of consumer electronics troubleshooting.
* Exceptional de‐escalation and negotiation skills – you thrive in high‐pressure situations and know how to turn frustrated customers into loyal advocates.
* Proficiency with CRM systems (Salesforce preferred) and advanced Excel skills for reporting and analysis.
* Ability to collaborate effectively across Sales, Marketing, Logistics, and Engineering teams.
* Adaptability and a solutions‐focused mindset.
Of Particular Interest
* At least 3 years in a customer service or after‐sales role.
* Technical audio expertise (Bluetooth protocols like SBC/AAC/LDAC, Auracast, Wi‐Fi).
Eligibility
Professional English proficiency and full right to work in Australia.
What's On Offer
* Flexible working environment.
* Attractive employee discounts on world‐class audio products from renowned brands.
* Ongoing training and development through a dedicated internal university.
* Recognition and rewards program that celebrates great work.
* An inclusive, diverse culture where your ideas and unique perspective are genuinely valued.
If you're a customer‐obsessed problem‐solver with strong service leadership experience and a passion for premium audio technology, this is a fantastic opportunity to make a real impact on customer satisfaction for some of the most respected names in sound. Apply Now
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