Warranty & Technical Support Specialist

Reclaim Energy; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary based on experience

Supportive team

Career development opportunities

Long-term career opportunities

Job summary

Reclaim Energy, Australia's leading heat pump manufacturer, seeks a Warranty & Customer Support Coordinator. You’ll be the primary contact for warranty enquiries, coordinating diagnostics, repairs and warranty outcomes with customers, installers and service agents.

In this fast-paced, technically minded role you will diagnose faults, coordinate repairs, liaise with manufacturers and contribute to continuous improvement across our aftersales services.

Qualifications

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

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 management

Customer service

Technical support

CRM systems

Communication skills

Problem solving

Coordination

Multitasking

Tools

CRM systems

Job description

Reclaim Energy, Australia's leading heat pump manufacturer, seeks a Warranty & Customer Support Coordinator. You’ll be the primary contact for warranty enquiries, coordinating diagnostics, repairs and warranty outcomes with customers, installers and service agents.

In this fast-paced, technically minded role you will diagnose faults, coordinate repairs, liaise with manufacturers and contribute to continuous improvement across our aftersales services.