Phone Support role
- Monday to Friday roster with no overtime
**About the Company**
About Us We are a leading water technology company, with a global presence spanning 60+ countries and a team of over 19,000 dedicated professionals. Our expertise drives us to pioneer solutions for the world's water and climate challenges, ultimately enhancing the quality of life for communities worldwide. We are committed to daringly tackle what others may shy away from, as we firmly believe that innovation is not just a business opportunity but a moral imperative. Our focus is not solely on short-term profit, but on the lasting impact we create. Joining our cohesive and powerful team means contributing to this meaningful change, regardless of your role.
**About the role**:
**Location**:
**Responsibilities**:
- Act as the primary contact point for after-sales technical support, including troubleshooting and spare parts requirements
- Provide assistance for training, site audits, and pump commissioning tasks
- Implement a continuous improvement approach to service repair and execute corrective actions
- Offer technical support to sales/Account Managers, CSSC teams, technicians, Dealers, Service Partners, end users, and service coordinators on after-sales-related issues
- Aid in spare parts identification and handle complex spare parts inquiries
- Analyze service procedures and workflows to enhance systems
- Conduct ongoing triage training for the Service Administration team
- Stay updated on new product information and notify key stakeholders of any potential product issues
- Provide backup remote support for technicians, workshops, and field activities as needed
- Provide service support that can be passed on to our front-line Sales Teams and Account Managers, fostering service revenue growth opportunities
- Perform other reasonable duties as assigned, commensurate with the position
- Provide failure analysis data on products and assist in assessing and proofreading technical reports
- Flexible working arrangements to accommodate various time zones across Australia & New Zealand
**Skills and Experience Required**:
- A degree/diploma in mechanical or electrical engineering is desired but not essential
- Customer-focused with strong empathetic abilities
- Natural analytical and problem-solving skills in related fields
- Ability to work under deadline constraints with attention to detail and results-driven mindset
- High-level customer service experience
- Capable of making objective and technical-based decisions
- Working knowledge of pumps & similar equipment
- Electrical knowledge with PLC experience, controls & drives
- Experience in a "hands-on" service workshop environment
- Mechanical aptitude and proficiency in evaluating complex drawings
- Understanding of hydraulic estimating, pump curves, and sizing
**If this is for you, APPLY NOW