Technical Services Representative / Customer Services

Automotive Technical Services Representative

• Keysborough, Melbourne.
• Full-time permanent

About Us

AutoPacific Group is a market leader in highly engineered and best-in-class vehicle accessories and towing solutions, and has built a strong presence across Australia, New Zealand, and the Asia Pacific Region. A category leader, we continue to evolve as an organisation and with people at the centre of our success, we offer a platform that allows people to build a long-term career pathway while doing what they enjoy.

The Company's mission is to utilise forward-thinking technology to develop and deliver best-in-class products for our customers, engage with our employees and realise value creation for our shareholders.

About the role

The primary objective of this position is to increase customer satisfaction and enhance technical knowledge related to towing/towing accessories/roof racks/four-wheel driving and camping accessories, with a focus on wiring requirements. 

This role will provide technical support to both internal and external customers, contribute to the development of training materials, and play a crucial role in improving relationships with customers and re-sellers. With an emphasis on developing the customer service team’s general knowledge of all things automotive.

Your responsibilities will include:

• Provide technical support to internal/external customers and customer service via various communication channels.
• Take responsibility for towing and wiring support, focusing on increasing customer satisfaction.
• Impart technical knowledge to fellow team members and contribute to improving relationships with internal and external customers.
• Develop a training schedule for re-sellers, covering product types, specific part numbers, fitment advice, and part identification.
• Receive and respond to customer requests via telephone, email, and fax promptly.
• Address customer complaints and claims, ensuring timely responses and appropriate reconciliation.

About you

• At least 2 years of experience in the automotive industry (towbar fitments would be desirable).
  • Knowledge and general understanding of automotive electrical.
  • Superior customer service skills with the ability to relate to diverse customer needs and warranty incidents.
  • Experience in constructing written communications and drafting warranty documents. 
  • Knowledge of product management, particularly in new product awareness and development input.
  • Good Microsoft computer and database skills.
  • Excellent verbal and written communication skills.

Recruitment Process:

During our recruitment process, you will be required to undergo pre-employment checks including a pre-employment medical, reference checks, national police check and Australian working rights check.

Please apply with a cover letter along with a resume.  Only applicants currently residing in Australia will be considered.