Address
Form of workThis position involves phone and email technical assistance to our Oceania Customer base, remote triage for after-sales and service-related concerns.
About the CompanyAbout 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:
Deliver phone and email Technical Support to our Oceania Customer base, providing first-point remote triage on after-sales and service-related issues. Achieve exceptional customer service by promptly addressing inquiries from Customers, Dealers, end users, service technicians, and internal & external stakeholders regarding warranty inquiries, commissioning, after-sales product inquiries, spare parts, equipment reliability, and performance.
Location:
This role is ideally situated in one of our Eastern States offices: Huntingdale in Victoria, Regency Park in Adelaide, Newington in Sydney, or Luscombe in Brisbane. The exact location will be determined based on the ideal candidate. You will collaborate with our Service Coordinator team and Technical Support & Training team, reporting directly to the Head of Service & Solutions for the Oceania Region.
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
- Handle incoming calls & emails regarding service support technical inquiries
- 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
- Relevant electrical, mechanical, or hydraulic trade (as applicable by Candidate and experience)
- A degree/diploma in mechanical or electrical engineering is desired but not essential
- Customer-focused with strong empathetic abilities
- Experience and familiarity with systems and programs such as SAP CS, SAP CRM, and other MS Office applications is desirable
- 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
