Job Title: Technical Support Specialist
About the Role:
As a key member of our technical support team, you will play a pivotal role in providing expert assistance to service agents, contractors, and consumers. You will be responsible for supporting the daily operations of our technical support department, including offering general and technical support for all products in the Australian market.
Key Responsibilities Include:
* Providing general and technical support for all products in the Australian market;
* Assisting service agents with spare parts selection and providing technical service and commissioning support via phone, email, or fax;
* Liaising with service agents, contractors, and consumers to ensure seamless support;
* Supporting the classification and reuse of returned goods, and assisting with epidemic failure investigations and parts recovery;
* Conducting training sessions on company products—internally and externally—and hosting product seminars as per set schedules;
* Providing start-up and commissioning assistance, as well as technical investigations for fault finding;
* Assisting the warranty team with parts or technical inquiries and evaluating service agents;
* Demonstrating product operations and commissioning processes to installation/service contractors as required.
Qualifications:
To be successful in this role, you will require a minimum 10 years' experience in the air conditioning industry with strong technical knowledge of system design. You must have proven HVAC service, diagnostic, and commissioning experience, including system controls and mechanics. Excellent verbal and written communication skills are essential, along with a strong customer service focus.
You will also need the ability to lead, mentor, and share technical knowledge with internal teams and external partners. Experience resolving customer disputes and providing practical, solutions-focused support is highly desirable. A strong understanding of installation best practices and relevant industry codes is also essential.
Benefits:
We offer a supportive work environment, solid support in sales and technical excellence, and opportunities for career growth. Our company values innovation and excellence, and we are looking for someone who shares these values.
Additional Information:
A pre-employment medical check and national police check are required. Applicants must have the right to work in Australia.