Technical Service Officer - Warranties

Morgan Consulting Idibu; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

Professional development opportunities

Positive and collaborative work enviro

Job summary

Morgan Consulting is seeking a Technical Customer Support Representative in Melbourne to uphold best practices in technical customer support and manage administrative inquiries. You will handle warranty information, data entry, and SAP warranty orders, while guiding service contractors and assisting in testing.

The role requires strong communication, attention to detail, and the ability to prioritise multiple tasks in a fast-paced environment.

Qualifications

• Minimum 3 years of technical customer service experience.
• Strong verbal and written communication abilities.
• Great attention to detail and ability to manage multiple tasks.
• Experience with SAP ERP is preferred.

Responsibilities

• Understand and communicate product warranty information to customers and stakeholders.
• Timely data entry of service jobs into the warranty system.
• Assist customers and service agents with technical queries by phone and email.
• Follow up on open warranty jobs to ensure timely completion.
• Manage warranty orders through the SAP system.
• Maintain updates of internal and external contact records.
• Identify opportunities for improvement and report them.
• Direct service contractors and assist in product testing/fault finding.
• Schedule in-field technicians and process service agent invoices.
• Conduct customer feedback surveys to assess service satisfaction.

Skills

Technical customer service

Communication skills

Attention to detail

Prioritization skills

ACCC consumer guarantee knowledge

Pool/pump industry knowledge

Tools

SAP ERP

Microsoft Office

Job description

About the Company

Morgan Consulting are excited to be partnering with our client who delivers the most comprehensive range of smart, sustainable water solutions to homes, business and industry around the world and offer an array of industry leading Pool & Spa, Water Softening & Filtration and Water Supply and Disposal equipment, products and solutions.

About the Role

As a Technical Customer Support Representative, you will play a pivotal role in upholding best practices across all aspects of technical customer support. Your responsibilities will involve managing and executing administrative tasks and inquiries to ensure customer expectations are not only met but exceeded.

Key Responsibilities

• Understand and Communicate Product Warranty Information: Effectively communicate product warranty details to customers and stakeholders.
• Timely Data Entry of Service Jobs into Warranty System: Ensure accurate and timely recording of service jobs in the warranty system.
• Assist Customers and Service Agents: Address phone and email technical queries from customers and service agents promptly and efficiently.
• Follow Up on Open Warranty Jobs: Ensure open warranty jobs are followed up and brought to completion within specified timelines.
• SAP Warranty Order Management: Proficiently manage warranty orders through the SAP system.
• Maintain Updates of Internal & External Contact Records: Keep contact records up-to-date, both internally and externally.
• Identify and Report Improvement Opportunities: Raise opportunities for improvement related to recurring issues, suggesting corrective actions.
• Direct Service Contractors: Provide guidance to service contractors as needed.
• Assist in Product Testing/Fault Finding: Collaborate in product testing and fault-finding activities as directed.
• Resource Scheduling of In-Field Technicians: Responsible for scheduling in-field technicians efficiently.
• Process Service Agent Invoices: Act as the first level for processing Service Agent invoices, ensuring adherence to contract rates and warranty schedules.
• Feedback Survey of Customers: Conduct feedback surveys with customers to assess and enhance service satisfaction.

Skills and Experience

• Previous Industry Experience: Previous experience within the pool or pump industry and/or a strong technical aptitude would be ideal.
• Technical Customer Service: Minimum of 3 years' experience in technical customer service, demonstrating a proven track record of providing high levels of over-the-phone customer service.
• Communication Skills: Excellent verbal and written communication skills.
• Attention to Detail: A keen attention to detail in all tasks.
• Prioritization Skills: Strong prioritization skills to manage multiple tasks effectively.
• ACCC Consumer Guarantee Knowledge: Understanding of ACCC Consumer Guarantee is preferred.
• SAP ERP Experience: Experience with SAP ERP is preferred.
• Microsoft Office Proficiency: Proficient in Microsoft Office programs - Word, Excel, and Outlook.

Benefits

• They offer their employees a competitive salary package, professional development opportunities and a positive and collaborative work environment.