National Technical Support Specialist

people2people; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Job summary

people2people seeks a National Technical Support Coordinator to drive warranty recovery, supplier performance, and data-driven improvements across a national network of service partners. The role reports to the COO and blends technical insight with commercial acumen.

You will analyse warranty trends, coordinate training for service agents, and support new product launches with technical documentation. Strong stakeholder engagement and ERP/Excel proficiency are essential in a premium appliance

Qualifications

• Experience in appliance/technical service or after-sales environments.
• Ability to interpret fault information and identify trends.
• Experience dealing with suppliers, manufacturers or service partners.
• Strong analytical and reporting skills.
• Excellent communication and stakeholder management capabilities.
• Electrical, Plumbing or Gas qualifications are highly regarded.

Responsibilities

• Manage end-to-end warranty claim process.
• Prepare and present claims to international suppliers.
• Track claim approvals, payments and recoveries.
• Lead supplier review meetings and resolve outstanding claims.
• Deliver monthly reporting on warranty recovery performance.
• Coordinate technical training for service agents.
• Support new product launches with training and documentation.
• Distribute technical bulletins and troubleshooting guides.
• Collaborate with product, workshop and after-sales teams on service readiness.
• Oversee inventory write-offs and adjustments; monitor stock movements and governance.

Skills

Warranty management

Technical support

Data analysis

Supplier management

ERP systems

Advanced Excel

Stakeholder management

Education

Electrical, Plumbing or Gas qualifications

Tools

ERP systems

Excel

Job description

Newly created role reporting directly to the COO

Drive warranty recovery and supplier performance nationally

Work with premium global appliance brands

Oakleigh, Melbourne | Premium Appliance Industry | Newly Created Position

About the Opportunity

A market-leading importer and distributor of premium international appliance brands is seeking a National Technical Support Coordinator to join its growing team.

This newly created role sits at the intersection of technical support, warranty recovery, supplier management and data analysis. Reporting directly to the COO, you'll play a key role in improving technical performance, recovering supplier warranty compensation and supporting a national network of service partners.

This position would suit someone who enjoys combining technical expertise with commercial thinking and stakeholder engagement. One day you might be analysing warranty trends and preparing supplier reports, the next you'll be coordinating service agent training or leading discussions with international manufacturers.

Key Responsibilities

Warranty & Supplier Management

• Manage the end-to-end warranty claim process
• Prepare and present claims to international suppliers
• Track claim approvals, payments and recoveries
• Lead supplier review meetings and resolve outstanding claims
• Deliver monthly reporting on warranty recovery performance

Technical Analysis & Reporting

• Analyse fault trends, service data and warranty performance
• Monitor parts, labour and recovery costs
• Provide actionable insights to improve product and service outcomes
• Support business decision-making through accurate reporting
• Identify opportunities for continuous improvement across the service network

Service Network Support

• Coordinate technical training initiatives for service agents
• Support new product launches through training and technical documentation
• Distribute technical bulletins, troubleshooting guides and support materials
• Work closely with product, workshop and after-sales teams to ensure service readiness

Inventory & Write-Off Management

• Oversee product write-off processes and inventory adjustments
• Review technical assessments supporting write-off decisions
• Monitor stock movements and inventory reporting across multiple locations
• Ensure accurate records and governance are maintained

About You

You will bring:

• Extensive experience within the appliance, technical service or after-sales environment
• Strong understanding of warranty management, technical support or service operations
• Ability to interpret technical fault information and identify trends
• Experience dealing with suppliers, manufacturers or service partners
• Strong analytical skills and confidence working with data and reporting
• Excellent communication and stakeholder management capabilities
• Electrical, Plumbing or Gas qualifications highly regarded
• Experience with ERP systems and advanced Excel skills preferred

Why Apply?

Newly created role with significant influence across the business

Direct exposure to executive leadership and strategic projects

Work with premium international brands and leading appliance technologies

Blend technical expertise with commercial and analytical responsibilities

Strong team culture with a genuine focus on continuous improvement

Opportunity to make a visible impact on business performance and customer outcomes