Technical Customer Service Representative

Healthcare Professionals Group; City of Brisbane; Hybrid; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid work arrangement

On-call weekend allowance

Job summary

Healthcare Professionals Group is seeking a Technical Customer Service Representative to support veterinary professionals using diagnostic equipment. The role focuses on phone-based technical support, troubleshooting equipment-related queries, and guiding customers through issues with a logical, step-by-step approach.

Comprehensive six-month training is provided, followed by gradual take‑over of calls and ongoing equipment training.

Qualifications

• Vet Nurse or animal health background is required.
• Biomedical engineering or pathology/diagnostics background is preferred.
• Science qualifications are advantageous.
• Phone-based or customer service experience is beneficial.
• Strong technical troubleshooting aptitude is essential.
• Patient and empathetic communication style is important.

Responsibilities

• Troubleshoot veterinary diagnostic equipment
• Resolve technical customer enquiries
• Guide customers through troubleshooting steps
• Diagnose equipment and system issues
• Provide clear technical instructions
• Deliver empathetic customer support
• Document customer interactions accurately
• Escalate complex technical issues
• Develop specialist equipment knowledge
• Participate in rotating weekend coverage

Skills

Vet nurse background

Biomedical engineering background

Pathology/diagnostics experience

Phone-based customer service

Technical troubleshooting

Process learning aptitude

Empathetic communication

Computer & systems skills

Education

Science qualifications

Job description

Location: Brisbane, QLD Salary: $65,000–$70,000 + super Working Arrangements: Monday to Friday, plus some weekend/on-call work (with additional weekend allowance) Roster: 8-hour working day between 7:00am–7:00pm, rotating roster provided 6 weeks in advance Work-Life Balance: Hybrid working Career Progression: Extensive technical training and development

About the company: Join a global healthcare organisation specialising in veterinary diagnostics and technology. The company provides sophisticated diagnostic equipment and solutions used by veterinary professionals to support animal health and patient care.

About the opportunity: Join an established team as a Technical Customer Service Representative, providing specialist support to veterinary professionals using diagnostic equipment. You will provide phone-based technical support, troubleshooting equipment‑related enquiries and guiding customers through problems using a logical, step‑by‑step approach. Calls are filtered according to the diagnostic equipment involved, allowing you to progressively build specialist technical and product knowledge.

Extensive training is provided, beginning with a structured six‑week induction. From approximately week six, you will gradually begin taking filtered customer calls while undertaking further equipment training, including training on haematology equipment. Full training across the role and equipment takes approximately six months.

Duties

• Troubleshoot veterinary diagnostic equipment
• Resolve technical customer enquiries
• Guide customers through troubleshooting steps
• Diagnose equipment and system issues
• Provide clear technical instructions
• Deliver empathetic customer support
• Document customer interactions accurately
• Escalate complex technical issues
• Develop specialist equipment knowledge
• Participate in rotating weekend coverage

Preferred Skills and Experience

• Vet Nurse or animal health background
• Biomedical Engineer background
• Pathology or diagnostics experience
• Science qualifications
• Phone-based or customer service experience
• Strong technical troubleshooting aptitude
• Confident learning complex equipment
• Patient, empathetic communication style
• Strong computer and systems skills

Culture: Join a supportive, collaborative and technically focused team that values empathy, patience, problem-solving and continuous learning. With extensive training and dedicated support, you will be encouraged to develop your technical expertise while delivering a high standard of customer care.