Technical Support Specialist - Refrigeration & HVAC

Rinnai; Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid working arrangements

Generous staff discounts

Additional personal insurance benefits

Job summary

Rinnai Australia is seeking a Technical Support Specialist (Refrigeration & HVAC) to join our Braeside team. You’ll leverage your trade knowledge to assist customers and installers from an office-based role, away from field service.

You’ll provide phone-based technical assistance, troubleshoot issues, and explain solutions in clear, practical terms, collaborating with Engineering, Service, Sales and Distribution to resolve enquiries. This role offers hybrid working after training.

Qualifications

• A trade qualification in Refrigeration and Air Conditioning.
• Experience installing, servicing or troubleshooting refrigeration and HVAC systems.
• Strong problem-solving and sound technical knowledge.
• Customer-focused, patient approach.
• Good phone communication and ability to explain technical concepts.
• Strong computer skills and willingness to learn new systems.
• Team-oriented and helpful attitude.

Responsibilities

• Provide friendly, professional technical support over the phone.
• Troubleshoot refrigeration and HVAC issues for customers and tradespeople.
• Answer product, installation, maintenance and service enquiries.
• Explain technical information clearly and practically.
• Collaborate with Engineering, Service, Sales and Distribution teams to resolve enquiries.
• Deliver a positive customer experience through practical advice and problem-solving.

Skills

Phone communication

Problem-solving

Teamwork

Education

Trade qualification in Refrigeration & Air Conditioning

Tools

Computer literacy

Job description

Technical Support Specialist - Refrigeration & HVAC

Love the trade but ready to leave the tools behind?

You’ve spent years building your technical knowledge in refrigeration and HVAC. Now imagine putting that experience to work without the physical demands of being on the tools.

At Rinnai Australia, we’re looking for someone who knows their way around refrigeration and HVAC systems, enjoys solving problems and genuinely likes helping people.

This isn’t another field service role. It’s an opportunity to take your trade experience in a new direction, supporting customers and fellow tradespeople from the comfort of an office-based environment.

Your knowledge is still your greatest asset. You’ll just be using it differently.

The Opportunity

As a Technical Support Specialist, you’ll be part of our friendly Technical Help Desk team in Braeside, providing telephone-based technical assistance and customer support. You’ll be the person customers, installers and tradespeople turn to when they need answers, guidance or help troubleshooting a product. Whether it’s walking someone through a technical issue, explaining how a system operates or helping identify the right solution, you’ll use your practical trade experience to make a real difference.

What you’ll be doing:

• Providing friendly, professional technical support over the phone
• Helping customers and tradespeople troubleshoot refrigeration and HVAC issues
• Answering product, installation, maintenance and service enquiries
• Explaining technical information in a clear, practical and easy-to-understand way
• Supporting refrigeration and ducted reverse-cycle heating and cooling products
• Working with our Engineering, Service, Sales and Distribution teams to resolve customer enquiries
• Delivering a positive customer experience through practical advice and problem-solving

What We’re Looking For

We’re not looking for someone who wants to spend their days back on the tools. We’re looking for someone who wants to use their trade knowledge to help others.

You’ll ideally bring:

• A trade qualification in Refrigeration and Air Conditioning
• Practical experience installing, servicing or troubleshooting refrigeration and HVAC systems
• Strong problem-solving skills and sound technical knowledge
• A friendly, patient and customer-focused approach
• Confidence communicating over the phone and explaining technical concepts
• Good computer skills and a willingness to learn new systems
• A team-oriented attitude and a genuine willingness to help others

Perhaps you’re an experienced technician ready for a change of pace, or you’ve already moved into a customer-facing technical role and are looking for your next opportunity. Either way, we’d love to hear from you.

Why Join Rinnai?

We know your trade experience is valuable, and we want you to continue putting it to good use while enjoying a different working environment.

Here’s what you can look forward to:

• Leave the tools behind - no daily installations, field service calls or physically demanding site work
• Hybrid working arrangements - enjoy the flexibility of working from home and the office once you’ve completed your initial training
• A more predictable working day - enjoy the consistency of a structured technical support role
• Competitive remuneration - reflecting your technical knowledge and experience
• Comfortable offices in Braeside - with convenient off-street parking
• Generous staff discounts - across a range of Rinnai products
• Additional personal insurance benefits
• A supportive team environment - working alongside experienced technical and engineering professionals
• A long-term career opportunity - with an established organisation committed to Australian manufacturing and innovation

Ready for a Change of Pace?

You’ve spent years developing your skills. You don’t need to leave that experience behind to try something new. If you’re ready to step away from the physical demands of the trade but still enjoy solving technical problems and helping people, this could be exactly the change you’re looking for.