About the Role
We are seeking a Technical Support Specialist to join our team. You will be responsible for providing technical assistance, spare parts, and warranty management to ensure customers receive fast and expert solutions.
As a key member of our team, you will work closely with our network, repair agents, and retail customers to resolve technical issues quickly and effectively. Your strong communication skills and ability to explain complex technical concepts in plain language will enable you to build strong relationships with our stakeholders.
* Diagnose and troubleshoot technical issues for our stores and retail customers.
* Assess technical issues and determine the best approach for timely repairs.
* Maintain accurate records of support cases and spare parts inventory.
* Collaborate with Merchandise, Supply Chain & Logistics to report recurring technical issues and implement improvement plans.
* Liaise with our repair network and explain issues in plain language to stores and customers.
* Provide training and technical guidance to store teams and repair agents.
* Assist with product guides, manuals, and identifying potential product risks.
* Maintain the repair agent database and support spare parts inventory ordering.
* Oversee the supply and delivery of spare parts to repair agents, stores, and customers.
You are likely to be a match if you have:
* Experience in technical customer service, repair technician, or electro-mechanical repair roles.
* Strong commercial acumen with proven problem-solving skills.
* Ability to explain technical concepts to both technical and non-technical audiences.
* Excellent stakeholder management and influencing skills.
* Advanced Microsoft Office skills.
* A proactive, positive attitude and the ability to prioritise competing tasks.
* Strong attention to details and the ability to simplify complex issues into practical solutions.
* An engineering degree or trade qualifications are highly regarded.
The role offers a supportive and flexible work environment, as well as opportunities for growth and development. We value diversity and inclusion, and offer 12 weeks of paid parental leave for primary carers.
Key Responsibilities:
* Technical Support
* Spare Parts Management
* Warranty Management
* Repair Agent Collaboration
Required Skills:
* Technical Customer Service Experience
* Commercial Acumen
* Problem-Solving Skills
* Stakeholder Management
* Microsoft Office Skills