Warranty & Customer Support Coordinator

Reclaim Energy; Byron Bay; On-site; AUD 65,000 - 90,000; Full time

Job summary

Reclaim Energy is seeking a Warranty & Customer Support Coordinator to manage warranty cases from enquiry to resolution. You’ll diagnose faults, coordinate repairs, and liaise with manufacturers while maintaining proactive communication with customers and installers.

The role combines customer service, technical troubleshooting, and coordination in a fast-paced HVAC/renewables environment. Ideal candidates will have warranty/aftersales experience, strong communication skills, and proficiency

Qualifications

• Experience in warranty, aftersales, technical customer service or service coordination.
• Excellent communication and customer service skills.
• Strong organisational skills and the ability to manage multiple cases simultaneously.
• Confidence communicating with customers, installers and technical stakeholders.
• A proactive, solutions-focused approach.
• Strong computer skills, including experience using CRM systems.
• High attention to detail and excellent follow-through.

Responsibilities

• Manage warranty cases from initial enquiry through to resolution.
• Respond to warranty enquiries via phone and email.
• Manage the company's Warranty & Aftersales 1300 support line.
• Assess warranty claims against company policies and warranty terms.
• Diagnose product faults using technical information and service reports.
• Coordinate authorised service agents and warranty repairs.
• Liaise with manufacturers regarding technical support and warranty approvals.
• Coordinate replacement parts and warranty outcomes.
• Maintain strong customer relationships through proactive communication.
• Monitor warranty trends and identify opportunities for continuous improvement.
• Work collaboratively with our Sales, Technical, Operations and Customer Service teams.

Skills

Warranty knowledge

Aftersales experience

Technical customer service

Service coordination

CRM systems

Customer communication

Organisational skills

Tools

CRM systems

Job description

Join Australia's premium heat pump manufacturer. Reclaim Energy is a leading Australian supplier of premium hot water heat pump systems, recognised for delivering innovative, energy-efficient solutions backed by exceptional customer service.

We're looking for a customer-focused and technically minded Warranty & Customer Support Coordinator to join our growing team.

This is an ideal opportunity for someone who enjoys solving technical problems, working closely with customers and installers, and taking ownership of warranty cases from enquiry through to resolution.

Working alongside our customer support team, you'll play a key role in delivering an outstanding aftersales experience while helping drive continuous improvement across our products and services.

About the Role

As the Warranty & Customer Support Coordinator, you'll become the primary point of contact for technical warranty enquiries across our Reclaim Energy and Apricus product ranges.

You'll work closely with customers, plumbers, installers, service agents, Relationship Managers and manufacturers to diagnose faults, coordinate repairs, authorise warranty outcomes and ensure every customer receives a professional and timely resolution.

No two days are the same - this role combines customer service, technical troubleshooting, problem-solving and coordination.

Key Responsibilities

• Manage warranty cases from initial enquiry through to resolution.

• Respond to warranty enquiries via phone and email.

• Manage the company's Warranty & Aftersales 1300 support line.

• Assess warranty claims against company policies and warranty terms.

• Diagnose product faults using technical information and service reports.

• Coordinate authorised service agents and warranty repairs.

• Liaise with manufacturers regarding technical support and warranty approvals.

• Coordinate replacement parts and warranty outcomes.

• Maintain strong customer relationships through proactive communication.

• Monitor warranty trends and identify opportunities for continuous improvement.

• Work collaboratively with our Sales, Technical, Operations and Customer Service teams.

About You

You'll be someone who enjoys helping customers, solving problems and working in a fast-paced technical environment.

You'll also bring:

• Experience in warranty, aftersales, technical customer service or service coordination.

• Excellent communication and customer service skills.

• Strong organisational skills and the ability to manage multiple cases simultaneously.

• Confidence communicating with customers, installers and technical stakeholders.

• A proactive, solutions-focused approach.

• Strong computer skills, including experience using CRM systems.

• High attention to detail and excellent follow-through.

Experience within HVAC, plumbing, electrical, renewable energy, appliances or building products will be highly regarded but is not essential.

Why Join Reclaim Energy?

• Join one of Australia's leading heat pump specialists.

• Support premium products backed by leading Australian and global manufacturers.

• Work with an experienced and supportive team.
• Opportunity to further develop your technical knowledge.
• Stable, growing business with genuine long-term career opportunities.
• Competitive salary based on experience.

If you're passionate about customer service, enjoy technical problem solving and want to be part of a business committed to quality and innovation, we'd love to hear from you.