Technical Support Role

Job Description

Add expected salary to your profile for insights Want to work for the brand owner/manufacturer not the middle guy? Come work with us! KPS Australia is Home to Australia's Most Trusted Smoke Alarm brands – Red Smoke Alarms & Emerald Alarms. Known for our reliability, outstanding Customer Service and state-of-the-art Warranty we are looking for our next technical guru! KPS Australia is looking for a Technical Support Specialist to join our team to service the Inner and Outer Brisbane, Sunshine Coast, and Gold Coast areas. As the brand owner, we own the full responsibility and take pride in our exceptional customer service and are seeking someone who is passionate about providing outstanding support to our valued customers while ensuring smooth operations. This role primarily focuses on troubleshooting, diagnosing, and replacing smoke alarm systems—no installation required. We offer the possibility of transitioning into a full-time position if desired. In this role as brand ambassador, you’ll be working closely with customers and teammates, ensuring that all systems are in top condition and meet the required safety standards. Your success will be based on meeting service objectives and key performance indicators (KPIs) set by our Customer Support Department. Key Responsibilities: Technical Support: Replacing, troubleshooting, and repairing smoke alarm systems in residential buildings (Class 1a and 2). No installation work is required in this role. Lifting of ladders required, no attic work. Troubleshooting: Diagnosing issues with smoke alarm systems, identifying fault components, installation issues, and carrying out the necessary repairs or replacements. Customer Service: Providing excellent support to customers by addressing their concerns, answering questions, and ensuring all services are performed to a high standard. You will be the face of our company when handling customer queries and providing technical assistance. Documentation: Keeping records of all service requests, repairs, replacements, and inspections ensuring compliance with safety regulations and providing reports to HQ. Compliance & Safety: Ensuring all maintenance activities are compliant with industry standards and safety regulations, minimizing risks and maintaining a safe working environment. Collaboration: Working closely with the rest of the team, contractors, and customers to coordinate technical support and resolve issues efficiently. Training Contractors: Training external contractors on our products, common fault findings, and proper installation techniques to ensure consistency and quality across all service teams. Qualifications, Skills, and Experience: Relevant Technical Background: Experience in technical support, troubleshooting, or repairs (experience with electronic systems is a plus). Drivers Licence: Required for travel between job sites. CPR/LVR Certification: Current certification required for safety. Problem-Solving Skills: Strong ability to diagnose and troubleshoot a wide range of technical issues with smoke alarm systems. Customer-Focused: Demonstrated commitment to delivering excellent customer service and resolving issues promptly and professionally. Safety Awareness: Knowledge of safe working practices, especially when dealing with electrical and technical equipment. Organizational Skills: Ability to manage concurrent service requests, prioritize tasks, and meet deadlines. Additional Information: Location: KPS Australia’s office is located on the Sunshine Coast at Chevallum. This role will be based out of Brisbane/Gold Coast. Contract Position: Full-time contract with the potential for permanent employment based on performance and fit. Work Hours: Monday – Friday. Team Culture: A small, friendly team that values collaboration and enjoys a fun, supportive work environment. How do your skills match this job? Your application will include the following questions: Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Technical Support Role? Do you have technical support experience? Do you have customer service experience? Do you hold a current electrical licence? #J-18808-Ljbffr