Technical Warranty & SAP Support Specialist

MCG (Aust) Pty Ltd; Greater Dandenong; On-site; AUD 70,000 - 90,000; Full time

Job summary

Morgan Consulting is partnering with a client delivering smart, sustainable water solutions. The role focuses on technical customer support, warranty administration, and coordination with service agents in a fast-paced environment.

You will manage warranty data, assist customers, and liaise with technicians while ensuring accurate records and timely resolutions across SAP ERP and MS Office tools.

Qualifications

• Minimum of 3 years' experience in technical customer service.
• Experience in pool or pump industry ideal.
• Excellent verbal and written communication skills.
• Keen attention to detail in all tasks.
• Strong prioritization skills to manage multiple tasks.
• Understanding of ACCC Consumer Guarantee preferred.
• Experience with SAP ERP preferred.
• Proficient with Microsoft Office (Word, Excel, Outlook).

Responsibilities

• Understand and communicate product warranty information to customers and stakeholders.
• Enter service jobs into the warranty system accurately and promptly.
• Assist customers and service agents with technical inquiries via phone and email.
• Follow up on open warranty jobs within established timelines.
• Manage warranty orders through SAP ERP.
• Maintain internal and external contact records.
• Identify opportunities for process improvements and suggest corrective actions.
• Provide guidance to service contractors as needed.
• Assist in product testing and fault finding as directed.
• Schedule in-field technicians efficiently.
• Process Service Agent invoices per contract rates and warranty schedules.
• Conduct customer feedback surveys to assess service satisfaction.

Skills

Technical customer service

Excellent communication

Attention to detail

Prioritization

ACCC Consumer Guarantee knowledge

Industry experience in pool/pump

Customer query handling

Tools

SAP ERP

Microsoft Office

Job description

Morgan Consulting is partnering with a client delivering smart, sustainable water solutions. The role focuses on technical customer support, warranty administration, and coordination with service agents in a fast-paced environment.

You will manage warranty data, assist customers, and liaise with technicians while ensuring accurate records and timely resolutions across SAP ERP and MS Office tools.