Customer Support Technician - 12V

Redarc Electronics; City of Monash; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

REDvantage discounts

Health & Wellbeing programs

On-site health nurse

Free flu shots

First aid training

Annual surveys

Team lunches

Job summary

REDARC Electronics in Mulgrave, VIC, is seeking a Customer Support Technician (12V) to provide advanced product support across our 12V, towing, and automotive power solutions. You will handle customer inquiries by phone and email, perform troubleshooting, provide installation guidance, and document cases to improve the knowledge base.

The role requires at least two years in technical customer support, strong electronics knowledge, and the ability to communicate complex solutions clearly.

Qualifications

• Minimum two years in a technical customer support or helpdesk role.
• Strong knowledge of electronics and 12V automotive electrical systems.
• Ability to troubleshoot complex issues and communicate solutions clearly.

Responsibilities

• Provide technical product support to customers via phone and email.
• Troubleshoot, diagnose, and guide installation of 12V power solutions.
• Maintain case documentation and contribute to knowledge base improvements.
• Mentor Tier 1 staff with technical queries as needed.

Skills

Customer support

Electronics knowledge

12V automotive systems

Troubleshooting

CRM/helpdesk

MS Office

Tools

CRM software

Job description

The REDARC Group are looking for passionate and reliable individuals to join our team in permanent Customer Support Technician - 12V position, based in Mulgrave, VIC. REDARC is a global business that has over 45 years' experience in advanced electronic design, manufacturing, and supply of high-quality solutions for defence, automotive, marine, medical, mining, and industrial industries.

We foster a culture of personal initiative, teamwork and responsibility for outcomes and have a dynamic, talented team who respect and support each other and have a passion for what they do. We are committed to developing our people and encourage employees to undertake training, including formal study.

About The Role
REDARC is seeking a Customer Support Technician to deliver technical product support to our customers across our market-leading range of 12V, towing, and automotive power solutions.

In this role, you will manage customer interactions via phone and email, providing advanced troubleshooting, product guidance, and technical advice to ensure every customer receives an exceptional experience. You'll also contribute to case documentation and knowledge base improvements to help drive continuous improvement across the team.

As a Tier 2 agent, your responsibilities will include:

• Provide technical product support to customers via phone and email, assisting customers with troubleshooting, product diagnostics, and installation guidance across the REDARC product range.
• Manage and resolve technical product support cases, ensuring timely and accurate outcomes.
• Liaise with internal teams to resolve product issues and share technical insights that drive continuous improvement.
• Maintain thorough case documentation and contribute to knowledge base development.
• Support warranty assessments and provide recommendations on product suitability for specific applications.
• Mentor and assist Tier 1 support staff with technical queries where required.

What makes you perfect for the role:

• Minimum two years' experience in a technical customer support or helpdesk role.
• Strong knowledge of electronics, 12V automotive electrical systems, or similar technical field.
• Ability to troubleshoot complex issues and communicate solutions clearly to a range of audiences.
• Proficient with MS Office and CRM/helpdesk software.
• Highly organised, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• A collaborative team player who can also work independently with minimal supervision.
• Hands-on experience with 12V installations and diagnostics, such as dual battery setups, DC-DC chargers, or similar automotive electrical systems.
• Exposure to trade shows, field support, or customer training environments.
• Experience mentoring or supporting junior team members in a technical setting.
• Prior experience in customer support or service role - preferably front-line.

What REDARC offers:

• REDvantage app & benefits package with discounts & cashback from hundreds of major supermarkets and retailers across Australia and NZ.
• Option to be involved with our community programmes, charities, environmental initiatives and REDARC Connect.
• Annual awards, service awards and others.
• Access to Employee Assistance Program, Health & Wellbeing programs including prizes for participation in health challenges programs, paid sessions at physio providers.
• On-site occupational health nurse
• Free flu shots & blood pressure monitoring.
• First aid and CPR training where required.
• Annual employee surveys.
• Quarterly company lunches, fortnightly fresh fruits, Christmas party and so much more.

Location
This role is fully based on site at Mulgrave, VIC. While ongoing work-from-home arrangements are not offered, flexibility may be supported on an ad-hoc basis where operationally appropriate.

REDARC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any protected attribute. We encourage all qualified individuals to apply and join us in fostering a workplace that values every voice. We believe that diversity enhances our creativity, drives innovation, and strengthens our community.