Customer Support Specialist - Forestry Technology & Customer Solutions

John Deere; Melton; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Tool of trade vehicle provided

Health and safety programs

Permanent full-time opportunity

Job summary

Waratah in Melton, Victoria is seeking a Customer Support Specialist to join our team. You will deliver frontline support for forestry equipment, digital solutions, and simulator platforms, while fostering strong relationships with customers and dealers across Australia and the Asia-Pacific region.

You will combine field-based engagement with emerging technologies, ensuring high uptime, productive machines, and effective adoption of connected forestry solutions.

Qualifications

• Experience in customer support, product support, service operations, or technical field support.
• Strong mechanical aptitude and troubleshooting skills.
• Excellent communication and relationship management abilities.
• Ability to work independently while managing multiple priorities.
• Strong computer literacy and confidence with digital platforms.

Responsibilities

• Territory-based customer support with forestry equipment and digital solutions.
• Provide technical support and troubleshooting for forestry systems and simulators.
• Coordinate simulator deployments, updates and training sessions.
• Support machine connectivity, telematics, and data solutions.
• Travel periodically within Australia to client sites and dealers.

Skills

Customer support

Technical field support

Mechanical aptitude

Communication skills

Independent work

Travel willingness

Job description

Location: Melton, Victoria, Australia

Employment Type: Full-Time

Join a Global Leader in Forestry Innovation

We are seeking a motivated and technically capable Customer Support Specialist to join our team based in Melton, Victoria. This unique role combines territory-based customer support with specialist responsibility for forestry technology systems, including simulation training platforms, machine connectivity, telematics, and data management solutions.

Working closely with customers, dealers, and internal stakeholders, you will play a critical role in helping forestry contractors and equipment owners maximise machine productivity, operator performance, and technology adoption across Australia and the Asia-Pacific region.

About The Role

As a Customer Support Specialist, you will provide frontline support and technical expertise to customers operating advanced forestry equipment and digital technologies. You will act as a trusted advisor, helping customers leverage connected machine solutions while delivering exceptional product and service support.

This is an exciting opportunity for someone who enjoys combining field-based customer engagement with emerging technologies and digital solutions.

Key Responsibilities

Territory Customer Support

• Build and maintain strong relationships with forestry contractors, equipment owners, and dealer partners.
• Provide technical support and troubleshooting for forestry equipment and associated systems.
• Conduct customer visits, machine inspections, and operational reviews.
• Deliver product introductions, customer training, and support for new machine installations.
• Assist customers in maximizing equipment uptime, productivity, and return on investment.
• Support dealer personnel through technical guidance and training.

Forestry Technology & Simulator Management

• Manage and support forestry simulator programs and operator training initiatives.
• Coordinate simulator deployments, updates, maintenance, and user support.
• Deliver simulator training sessions for customers, dealers, and internal personnel.
• Monitor simulator performance and recommend improvements to training outcomes.

Connectivity, Telematics & Data Solutions

• Support machine connectivity systems, telematics platforms, and digital service tools.
• Assist customers with machine data transfer, connectivity setup, and system configuration.
• Analyze telematics and operational data to identify opportunities for improved performance and fleet utilization.
• Support remote diagnostics and connected service solutions.
• Work closely with internal technical teams to resolve connectivity and software-related issues.
• Promote adoption of emerging digital technologies and precision forestry solutions.

About You

Essential Qualifications & Experience

• Experience in customer support, product support, service operations, or technical field support.
• Strong mechanical aptitude and troubleshooting skills.
• Excellent communication and relationship management abilities.
• Ability to work independently while managing multiple priorities.
• Strong computer literacy and confidence working with digital platforms and technology.
• Willingness to travel periodically within Australia.

Desirable Experience

• Forestry, construction, agricultural, heavy equipment, or mobile machinery industry experience.
• Experience with telematics systems, machine connectivity, or IoT technologies.
• Knowledge of data management, wireless communications, and digital monitoring platforms.
• Experience delivering training programs or operator development initiatives.
• Familiarity with forestry simulators, virtual training environments, or machine guidance systems.
• Understanding of machine productivity analysis and operational reporting.

What Success Looks Like

• Increase customer satisfaction and equipment uptime.
• Drive adoption of connected machine technologies.
• Improve operator performance through simulator-based training.
• Provide valuable insights from machine data and telematics systems.
• Become a trusted technical partner for customers and dealers.

Why join us?

At Waratah, you will have the opportunity to work with advanced forestry equipment, develop your technical capability and build a rewarding career within a global organisation.

We Offer

• Competitive remuneration.
• Tool of trade vehicle provided in accordance with company policy
• A permanent full-time opportunity.
• A friendly and inclusive company culture.
• Ongoing training and professional development.
• Career opportunities within Waratah and the broader John Deere organisation.
• Employee wellbeing and social initiatives.
• Health and safety programs.