TECHNICAL SUPPORT | FIRE DETECTION PRODUCTS

Thentic; Blacktown; On-site; AUD 100,000 - 110,000; Full time

Job summary

Thentic in Australia’s New South Wales seeks a Technical Support specialist for fire detection products. You will provide product and technical assistance to customers and work bilingual in English and Mandarin, with occasional travel to China.

The role is office-based, involving troubleshooting, documentation, and collaboration with sales and operations to resolve technical enquiries and support the company’s growing fire protection portfolio.

Qualifications

• Bilingual English and Mandarin communication skills.
• Experience with dry fire - fire alarms, fire panels and detection systems.
• Ability to travel to China three to four times per year for short periods.

Responsibilities

• Provide technical support and product assistance to customers using the company's fire detection systems.
• Respond to technical enquiries via phone, email and other support channels.
• Troubleshoot faults in the field for technicians or new users.
• Assist technicians with product queries, configuration, installation and operation.
• Interpret technical documentation, product specifications and manuals.
• Maintain accurate records of technical enquiries and customer support activity.

Skills

Bilingual English/Mandarin

Dry fire systems

Fire panels

Technical troubleshooting

Customer service

Communication

Job description

TECHNICAL SUPPORT | FIRE DETECTION PRODUCTS

Mandarin (Chinese) and English speaking with ability to travel to China 3-4 times a year is needed for this role.

Company

This is an established Australian business operating within the fire protection and technical building solutions market, supplying a broad range of products, systems and solutions to customers across the industry for fire protection and detection with fire panels and fire detection systems.

The business has developed a strong customer base across Australia and is continuing to expand its product offering and technical capabilities.

Due to continued growth, the business is looking to appoint a Technical Support professional who can provide product and technical assistance to its existing customer base while also communicating effectively in both English and Mandarin.

This is an office based customer-facing technical position with travel to China 3-4 times a year for short periods and is suited to someone who enjoys problem solving, understanding how products and systems operate and helping customers work through technical enquiries.

Responsibilities

Working as part of the technical team, you will provide ongoing product and technical support to customers using the company's range of fire and associated technical systems.

You will:

• Provide technical support and product assistance to customers
• Respond to technical enquiries via phone, email and other support channels
• Help trouble shoot faults in the field for technicians or new users
• Assist technicians for product queries, configuration, installation and operation
• Troubleshoot product and system issues and help techs identify appropriate solutions
• Communicate technical info clearly to with varying levels of technical knowledge
• Provide support in both English and Mandarin where required
• Interpret technical documentation, product specifications and manuals
• Assist with product documentation and technical information
• Work closely with sales, operations and other technical team members
• Develop a strong understanding of the company's product portfolio and its applications
• Maintain accurate records of technical enquiries and customer support activity
• Support ongoing with customers through responsive and knowledgeable technical support
• Salary $100,000 - $110,000 + Super
• Join an established renowned business with specialised fire products
• Work with a broad range of Fire detection and Fire solution products & systems
• Established customer base with ongoing technical support requirements
• Opportunity to develop strong technical knowledge within the fire protection industry
• Work closely with experienced technical and commercial professionals
• Office based customer-facing position, technical with problem solving
• Opportunity to utilise both English and Mandarin professionally
• Long-term career development within a growing technical business

Experience needed

We are looking for someone with prior technical experience toward dry fire electrical systems such as Fire Alarms, Fire Panels, Fire Detection Systems or related solutions.

• Communication skills in both English and Mandarin (Chinese)
• Experience toward Dry Fire - Fire Panels, Fire Detection Systems / Alarms
• Ability to travel to China three to four times annually for short periods
• Technical knowledge toward electronic fire solutions
• Experience working with technical products, equipment, electronics systems
• Strong troubleshooting and problem-solving skills
• Ability to understand technical documentation, specifications and product info
• Confidence communicating technical information to customers
• Strong customer service and relationship management skills
• Good written and verbal communication skills
• Strong attention to detail and organisational ability
• Ability to learn new products, systems and technologies quickly