IoT Service Technician: Electronics & Firmware (Hamilton)

Gallagher; Hamilton; On-site; Confidential; Full time

Benefits offered by this job

Free parking at our Hamilton site

KiwiSaver contributions

Subsidised on-site café and eateries

Job summary

Gallagher’s eShepherd team in Hamilton is seeking a hands-on Service Technician to diagnose, test and refurbish connected electronic products while helping customers, partners and internal teams resolve issues quickly.

You’ll work across electronics, firmware, IoT systems and customer support, taking ownership from initial diagnosis to resolution, with a focus on improving service processes and sharing insights with R&D and Operations.

Qualifications

• Electronics/electrical or IT qualification or equivalent experience.
• Experience diagnosing electronic equipment.
• Strong troubleshooting and root-cause analysis.
• Comfort using electronic test equipment.
• Excellent customer service and communication.
• Strong organisation and attention to detail.
• Ability to manage competing priorities.
• Ability to write technical/service documentation.
• Collaborates across technical and non-technical teams.
• Experience with connected IoT devices is a plus.

Responsibilities

• Take ownership of technical issues from diagnosis to resolution.
• Assessing and prioritising returned eShepherd products.
• Diagnosing electronic equipment to component level.
• Using multimeters, oscilloscopes and test equipment to isolate faults.
• Refurbishing and testing returned products before stock.
• Investigating warranty issues and recording findings.
• Applying firmware updates on outgoing products.
• Running hardware, firmware and software tests.
• Reproducing customer issues and providing technical explanations.
• Supporting Customer Success with technical enquiries.
• Providing technical guidance and training to Specialist Partners.
• Documenting solutions, service notes and troubleshooting procedures.
• Sharing recurring faults and field insights with R&D and Operations.
• Improving service processes, diagnostic tools and testing workflows.

Skills

Root-cause analysis

Test equipment

Diagnostics experience

Customer service

Communication skills

Organization

Prioritisation

Technical documentation

Collaboration

Education

Electronics/IT qualification

Tools

Multimeters

Oscilloscopes

Firmware tools

Job description

Gallagher’s eShepherd team in Hamilton is seeking a hands-on Service Technician to diagnose, test and refurbish connected electronic products while helping customers, partners and internal teams resolve issues quickly.

You’ll work across electronics, firmware, IoT systems and customer support, taking ownership from initial diagnosis to resolution, with a focus on improving service processes and sharing insights with R&D and Operations.