📋 TECHNICAL SUPPORT SPECIALIST - MACHINERY SERVICE & CUSTOMER SUPPORT - $90K-$100K + SUPER

📍 Sydney-based | National Service Support | Customer & Technician Liaison | Office Role with Future WFH Flexibility

THE OPPORTUNITY

Join a recognised leader in automated machinery and servicing solutions, providing support across a wide network of national customers. This is a rare chance to play a central role in rebuilding and modernising the way technical support is delivered. You'll work closely with service technicians nationwide while also being the first point of contact for customers needing assistance with machinery performance, troubleshooting, and ongoing servicing requirements.

This position offers the chance to be part of a collaborative environment where customer service excellence and technical capability go hand in hand.

YOUR ROLE

In this office-based position (with 1 day WFH after initial training), you'll take ownership of machinery-related customer enquiries, ensuring fast and effective technical support while coordinating seamlessly with the national service team.

Key responsibilities include:
🔹 Provide first-line technical support to customers over phone, email, and remote platforms (e.g. TeamViewer)
🔹 Troubleshoot and resolve machinery and system issues, escalating to field technicians where required
🔹 Log, monitor, and update service requests in SAP, ensuring accurate job costing and reporting
🔹 Liaise with service technicians across the country to schedule callouts, allocate parts, and prioritise urgent jobs
🔹 Support continuous improvement by helping shape processes for faster response times and better customer experience
🔹 Build strong customer relationships by providing professional, timely updates and clear communication
🔹 Contribute to national service team meetings and share insights from customer interactions to improve machinery reliability

WHAT'S ON OFFER

💰 $90K-$100K Base + Super
🏢 Office-based role in Sydney with scope for 1 day WFH once established
📈 Key role in reshaping and improving the customer service function
⚙️ Hands-on involvement with complex automated machinery and national service operations
🤝 Join a business that values long-term career growth and invests in training

WHO WE'RE LOOKING FOR

✔️ Experience providing technical or machinery-related customer support, ideally in industrial or mechanical systems
✔️ Proficiency with SAP for service logging, parts, and workflow management
✔️ Strong troubleshooting skills and ability to guide customers through remote diagnostics (TeamViewer or similar)
✔️ Excellent communication skills with the confidence to support both customers and service technicians
✔️ Organised, detail-oriented, and able to manage multiple service cases simultaneously
✔️ Based in Sydney, with full working rights and interest in a long-term service support career

APPLY NOW

If you have the technical capability and customer service drive to succeed in this role, we'd love to hear from you. Apply below, or for more info and a confidential discussion, contact Patrick at ROC Consulting on 07 3221 3598 or 1800 758 782.

Stay connected with ROC Consulting for updates on current opportunities:
📢 facebook.com/pages/ROC-Consulting-Group/229597947063513
🌐 www.rocconsulting.com.au