Technical Support Specialist

We're the global leader in providing energy solutions that help businesses grow and communities thrive.

We work as a team and we're proud of the difference we make to customers, to local communities, and towards a sustainable future for the world.

We're looking for an Brisbane based Technical Support Specialist, a role that will help us to power progress for our customers.

Why Aggreko? Here are some of the perks and rewards.

• Work from home or in a local service centre.
• Competitive compensation.
• Uncapped quarterly bonus structure.
• Paid training programs and tuition reimbursement.
• Safety-focused culture.
• Community volunteering program.
• A range of career development opportunities.

What you'll do:

As a Technical Support Specialist, you will provide Technical Support to the APAC business as an Agent within the Technical Support Desk (TSD) function. You'll also assist the Operations Team with troubleshooting equipment issues and coordinate technical solutions for complex Sales enquiries.

Job Accountabilities/Key Responsibilities

• Exceptional customer service.
• Operate as an Agent of the Aggreko Technical Support Desk.
• Receiving, Processing and/or Delegation of technical queries across the subject matter expert network.
• Monitoring of support desk enquiry, processing, and resolution by system metrics
• Contribute to evolution of the help desk function, process, and system (software) development.
• Liaise with Aggreko Sales, Technician and Management functions to provide technical solutions.
• Assist Aggreko technicians with troubleshooting, equipment operation and process queries.
• Support sizing and specification of generator, load bank, electrical distribution, and refrigeration systems.
• Analysis and interpretation of technical drawings to determine parameters for safe and efficient connection of power packages to customers' electrical distribution systems.
• To escalate all statutory design requirements (Electrical and Mechanical) to the relevant SME.
• Interpretation, modification and creation of layout, arrangement and technical drawings via CAD, and sketch methods.
• On agreement with Aggreko field sales, Inside Sales and technical staff, liaise with client. Advise Sales team on specific design and propose technical solutions.
• Project design and implementation until operational handover with particular emphasis on design and commissioning.
• Any other duties considered essential for effective operations and services.
• Full participation and support to Orange Excellence initiatives and projects.
• Support and provide advice and direction to the Learning & Development team to deliver and build learning programs.

Accountability and extent of authority

While being accountable for managing resources and providing specialist advice, the freedom to act is subject to policies, strategies, objectives, budgets, and regulatory/statutory control. May be relied upon for specialist input into policy and strategy development.

• Know and understand the system that you work in and help the organisation improve outcomes and provide high value to customers (internal and external) by improving systems, processes, and relationships with a commitment to the philosophy of Business Excellence.
• Responsible for ensuring that effective information and advice is provided to senior management, staff, and customers.
• QHSE and Risk Management - Comply with all OHS policies and procedures. Manual handling techniques, practice safe work habits following Aggreko Health, Safety and Environment policies, wear PPE clothing provided. Take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
• Working Together (Equal Opportunity) principles must be always observed.
• Accountable for carrying out duties having regard for the safety of self, workmates, customers, and the public.
• All corporate obligations are understood and observed. All relevant organisational and legislative policies, standards, codes, guidelines, and practices are understood and observed.
• Accountable for performing all duties in accordance with all relevant goals, objectives, standards, and policies.

Competencies

Judgment and decision making

Work is essentially problem solving in nature, where guidance and advice is not always available.

• Data analysis - can involve large scale data, careful analysis and interpretation and meaningful presentation to support actions and recommendations.
• Decision making - know when to deliberate and when to act. Decisions are put in perspective of the bigger picture.
• Environment, political and strategic awareness - consideration is given to more than immediate sensitivities. Diplomatic and astute.
• Innovation - always curious and constantly have ideas that prove useful.
• Problem solving - provide solutions to issues as they arise with a can-do approach.

Specialist skills and knowledge

Requires analytical and investigative skills to assist in policy development. Proficient in use of specialist knowledge in search of solutions to new problems and opportunities.

• Processes - ability to implement and continually improve on applicable processes and systems.
• Organisational knowledge - can explain the structure and purpose of the organisation to others.
• IT - intermediate to advanced skills in all Microsoft Office programs and all other technical software packages deemed necessary.
• Developing experience managing in a multi-site operating environment.
• Partnering with colleagues in a matrix organisation structure to accomplish company-wide objectives.
• Organisational insight - understanding how organisations work and how internal and external issues impact the business.

Management skills

Objectives are achieved despite conflicting pressures. Specific objectives are achieved by an efficient use of the resources and setting priorities as required. Contribution towards budgeting and financial processes.

• Continuous improvement - constantly improve relationships and processes.
• Project management - assist in the planning, undertaking, and delivering on projects. Need to be well organised, attentive to detail, able to set clear deadlines for providers and have the people skills to get the best from participants.
• Time management - control events so that deadlines are met. Utilise tools and techniques for planning and scheduling time, with the aim of increasing the effectiveness and efficiency of personal and corporate time use.
• Risk management - identify, analyse, and control unacceptable risks. Incorporate into decision making process.

Interpersonal skills

Relate to other people to gain their understanding, appreciation and support for the work being undertaken, including the preparation of reports, correspondence, and presentations.

• Teamwork - capable of cooperating with other staff and community members to achieve daily tasks.
• Oral communication - excellent oral communication skills in order to provide clear explanations to other employees and customers.
• Written communication - well-rounded written skills that provide for informative and accurate reports for management. Ability to complete procedural forms, draft letters, e-mails, develop reports and take minutes.
• Corporate image - capable of promoting the positive image of Aggreko in all external communications. Relationships - ability to develop good working relationships with other staff members, external suppliers, and business partners.
• Ability to work in a collaborative manner with other staff and customers to achieve daily tasks.

Qualifications and experience

• Post-secondary qualification with at least 5 years' experience needs to be drawn upon to meet key responsibilities.
• Qualified Electrical Worker with at least 5 years' experience in the Aggreko or other similar business.
• A good communicator, both written and oral.
• Strong computer design skills.
• Able to work unsupervised.
• Ability to lead and motivate a team.
• Team player.
• Promoter of continuous improvement philosophy.
• Creativity and problem solving.
• Multi skilled technical ability.

Key Role Interactions

• Engineering
• Operations
• Sales
• Technicians
• National Service
• Project Delivery and Return
• Project Operations
• External Customers

Key Performance Indicators

• TSD ticket response time.
• TSD ticket resolution rate.
• TSD ticket volume.
• Internal Customer Satisfaction Survey Results.

Find out more and apply now.

Join us, bring your energy. Grow your career.

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About Aggreko

We welcome people from different backgrounds and cultures, and respect people's unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that's how we do our best, for each other, for our customers, for the communities where we work, and for our careers.

Equal Opportunity Employer, including disability and veterans.