This role is part of our Remote Monitoring Solutions product line. For more information about our product line: https://www.senceive.com/ We are seeking the right individual to join our Customer Support team. The candidate will be expected to travel around the APAC region from time to time, although will primarily be based at the Perth, AU office or occasionally at their own premises. This role reports to the UK-based Global Customer Support Manager. Working from home will be considered, although the role will primarily be based in the Perth, AU office.
Overview
Be a part of something bigger. At Eddyfi Technologies, we're proud to push the boundaries of innovation to support the industries the world depends on every day. From energy and transportation to infrastructure and beyond, our technologies help protect critical assets, safeguard the environment, and ultimately, save lives. We're behind some of the most advanced systems in the world—delivering cutting-edge solutions through ET & UT, Remote Monitoring, Nuclear Steam Generators, Automated Vision Systems, and Robotics.
Our values
* We are customer-centric
* We innovate with a purpose
* We are results-oriented
* We are team players
Joining Our Team Means
* Collaborating with experts dedicated to innovation and excellence in a dynamic environment.
* Becoming part of an organization that values commitment, initiative, and collaboration to help achieve common goals.
* Joining a rapidly expanding company offering long-term development and success opportunities.
* Contributing to meaningful projects that create a lasting impact.
As Customer Support Technician you must be able to
* Clarify customer technical requirements ahead of new project installations and brief the production team
* Support customers during project installation
* Set up monitoring diagrams, users, alerts and calculations
* Attend site when required to support customer installations or investigate reported faults
* Assist customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
* Manage the return and replacement of faulty equipment in conjunction with the Aftersales team
* Assist with fault diagnosis and contribute to fault reduction
* Provide training to customers mostly using teleconferencing, sometimes on site or in our facility
* Other duties as assigned
What Makes You An Asset To Our Team
* Demonstrable experience of customer service in an engineering or technical environment
* Excellent customer relations skills
* A flexible, well organized approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business
* Strong analytical skills and close attention to detail with good decision making and technical problem solving abilities
* A positive, professional attitude and a desire to complete tasks to the highest standard
* A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them
* A strong communicator at all levels, with excellent interpersonal, verbal and written communication skills
* Self-motivated with a proven ability to perform under pressure
* Fluent in English
* A background and experience in Data Analysis, Geotechnical, Surveying and/or IM would be beneficial for this role
* Good ability with Excel, and other Office apps
* Multilingual is an advantage; fluent in English and/or Spanish as an additional language
If you have transferable skills, even if you don't meet all the criteria, feel free to submit your application!
At Eddyfi Technologies, diversity enriches our culture and drives innovation. We value an inclusive environment and welcome applications from all backgrounds. Joining Eddyfi Technologies means becoming part of a team that celebrates diversity and builds a better future.
All positions based in Quebec require proficiency in French, both written and spoken. Additionally, functional skills in English are required to meet the needs of our offices and clients internationally. For all our offices worldwide, certain positions may be subject to background checks, including credit, criminal, and employment history verification.
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