National Technical Support Coordinator

Andi-Co Australia; Melbourne; Presencial; AUD 110.000 - 140.000; Jornada completa

Descripción de la vacante

Andi-Co Australia is seeking a National Technical Support Coordinator to lead warranty recovery, drive technical excellence, and coordinate service across the national network. You will lead supplier discussions, analyse fault data, and ensure readiness for new product launches.

Reporting to the Chief Operating Officer, you will collaborate with Product, Finance and After Sales Support teams while building strong relationships with service agents and suppliers to optimise outcomes.

Formación

• Extensive technical/service management experience (10+ years).
• Licence in Electrical, Plumbing and/or Gas Fitting.
• Strong analytical, data-driven decision making.
• Excellent written and verbal communication.

Responsabilidades

• Review warranty claims and supplier compensation processes.
• Manage write-off and inventory control.
• Analyze fault data and costs; report to management.
• Coordinate training for national service agents ahead of launches.
• Set up parts for new models and issue guides for service teams.

Conocimientos

Technical leadership

Analytical skills

Supplier management

Communication skills

Time management

Excel proficiency

ERP familiarity

Educación

Electrical/Plumbing/Gas Fitting licence

Herramientas

Pronto ERP

Microsoft Excel

Descripción del empleo

Andi-Co Australia is a family-owned importer and distributor of premium European and soon to be US appliances for household and professional applications across Australia, since 1982.

Providing Australia with Falcon and AGA range cookers from the UK, custom-made La Cornue range cookers from France, Novy induction cooktops from Belgium and Liebherr refrigeration (residential and professional) from Germany, we provide top of the range appliances and service to our customers. And have new brands from the US launching soon.

To support our strategic growth, we are currently seeking an experienced National Technical Support Coordinator to join our passionate and dynamic team. This is a newly created role, and one that will play a key part in recovering warranty value from our suppliers and lifting technical capability across our national service network.

About the Role:

As our National Technical Support Coordinator, you’ll drive technical excellence across our brands. That means leading warranty compensation discussions with our international suppliers, turning fault and cost data into clear insight, and making sure our national service network is trained and ready for every new product launch. Reporting to our Chief Operating Officer, you’ll work closely with our Product, Finance, After Sales Support and Workshop teams, as well as our network of service agents — turning technical know-how into recovered value, better products and better-supported customers.

This is a role for someone who’s equally comfortable reviewing a service job, building a monthly claims report and chairing a meeting with a global supplier.

Responsibilities:

Warranty Claims & Supplier Compensation

• Review service jobs, notes and photos to identify and submit warranty claims daily, with a weekly check to make sure nothing is missed
• Follow claims through to credit, keeping our claim tracker up to date with approved and rejected claims, and keeping Product and Finance informed
• Prepare monthly claim reports and chair monthly meetings with key suppliers to resolve claims and outstanding issues
• Report monthly to the Chief Operating Officer on submitted, approved and received compensation claims

Write-Off & Inventory Control

• Manage the product write-off process, overseeing inventory movements through our workshop
• Prepare the weekly inventory adjustment report for management approval, backing up each write-off with a detailed job review
• Report weekly on stock on hand and stock movement by warehouse

Analysis & Reporting

• Analyse internal and external fault data, including the quality of fault, action and resolution coding on service jobs in Pronto, our ERP system
• Analyse parts and labour costs and costs recovered, reporting monthly to management
• Share fault trend analysis with our suppliers and internal leadership team

Technical Support & Service Network

• Work alongside our Workshop and Technical Supervisor to identify and oversee technical training for our national service agents ahead of new product launches
• Act on monthly supplier technical bulletins, sharing learnings with our internal teams and service agents
• Set up new parts for new models and emerging issues, brief Product Managers, forecast demand and oversee ordering so parts arrive on time
• Share service guides, troubleshooting steps, newsletters and FAQs to support installation, maintenance and repair
• Bring the technical view to cross-functional meetings, and support our Product Managers with content for technical training

What we’re Looking For:

• Extensive experience (ideally 10+ years) in a technical or service management role within the appliance industry
• Licence in Electrical, Plumbing and/or Gas Fitting
• Strong analytical and problem-solving skills, with a data-driven approach to decision making
• Confidence leading supplier conversations and influencing at all levels
• Excellent written and verbal communication skills
• Strong organisational and time management skills, able to prioritise competing demands
• Confident with Microsoft Office, especially Excel; experience with Pronto or a similar ERP system highly regarded

Why Join Andi-Co?

• Newly created role reporting directly to our Chief Operating Officer, with real influence over warranty recovery and technical support
• Work with world-class brands including Liebherr, Falcon, La Cornue, AGA and Novy — and be first across new products before they launch
• A role where your expertise has a clear and visible commercial impact
• A collaborative, values-driven team that backs continuous improvement and innovation
• Oakleigh-based, with a close-knit, family-owned culture

Our Mission & Values:

Our mission is People First, Evolving Always, brought to life through our values of Curiosity, Trust and Unity. It’s this mindset that shapes how we work together and look after our employees, customers and suppliers every day.

If you’re a technical expert with a head for data, who enjoys solving complex problems, building strong supplier relationships and finding better ways of working — we’d love to hear from you.