About the Role:
Provide technical support for all air conditioning products. This includes responding to technical hotline calls, offering support via email, managing escalations, liaising with internal and external stakeholders, and managing service KPIs. The role also involves conducting technical training, ensuring product quality assurance, and implementing improvement plans based on root cause analysis.
Duties and Responsibilities:
- Provide technical support and information to Authorised Service Centres and other stakeholders through various channels.
- Conduct training for ASC technicians, contact centre agents, and internal stakeholders on new product releases and areas requiring improved repair skills. Domestic and international business trips may be required.
- Manage service KPIs, including reducing repeat repairs through analysis and action plans. Monitor technical process documentation such as job reports, repair progress, parts usage, and stock control.
- Review and produce scheduled reports on product quality, ASC performance, and technical issues.
- Trade Certificate, Diploma, or Degree in a relevant field.
- Ability to provide on-the-spot support to Service Technicians.
- Competitive salary
- Generous discounts on company products
- Access to discounts and special promotions with retail partners
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
