Technical Customer Service Representative

Healthcare Professionals Group; Sydney; Hybrid; AUD 65,000 - 70,000; Full time

Job summary

Healthcare Professionals Group in Sydney is seeking a Technical Customer Service Representative to provide phone-based support to veterinary professionals using diagnostic equipment.

You will troubleshoot equipment, guide customers through step-by-step solutions, document interactions, and escalate complex issues, with six weeks of induction and six months of training.

The role offers hybrid working, a Monday–Friday pattern with some weekend/on-call work and a weekend allowance.

Qualifications

• Vet nurse or animal health background is preferred.
• Biomedical engineering or pathology background is advantageous.
• Experience with diagnostic equipment and scientific instruments.
• Phone-based or customer service experience is desirable.

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 engineer

Pathology experience

Diagnostics experience

Phone-based support

Technical troubleshooting

Learning complex equipment

Empathetic communication

Computer skills

Education

Science qualifications

Job description

Location: Sydney, NSW

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.