Product and Technical Services Consultant

Location: melbourne
Salary: Competitive
Job Type: permanent
Contact: Carissa McPherson
Position : Product & Technical Services Executive

About our Client

Our global client enjoys a reputation as a leader in innovation, design and quality within the bath and kitchen industry. Founded more than 120 years ago, the company gives water form and function with its faucets, showerheads and shower systems. In combination with sanitary ceramics and bathroom furniture, the company offers individual design options from a single source to holistic bathroom experiences.  A terrific opportunity has become available in their inner-east office, close to CBD, to join their lovely team in after-sales support.

About the Position

This is an important hands-on position responsible for all matters related to after-sales, and working with relevant colleagues on product portfolio consulting, planning & realization of Australian product variants and new product sales forecasting. The position is also responsible for liaising with the sales team for training, technical and installation advice, as well as handling after-sales and parts service warranty issues with their third party service company.  You will help out with showroom installation and a little bit of IT support. The position reports to the Managing Director, who will mentor you as you learn and develop in the role, as well as sending you to Europe for two weeks to complete their product portfolio training.

Key responsibilities:

  • Manage the outsourced technical service company to enforce a high level of reliability and service quality, conduct regular service audits, review service reports, and verify service invoices for payment. Manage and coordinate the consigned parts inventory. Attend to important / urgent service cases;
  • Process, file and track warranty claim cases and provide support to service company on difficult cases;
  • Keep up with product and market trends, changes in regulation to anticipate, plan and influence the development of the Australian product portfolio to enable sales growth;
  • Coordinate with headquarters to make available the desired product portfolios, product customisations and fast track the time to market;
  • Manage local technical adaptations and compliance requirements with new products and ensure products supplied into the market are accordingly adapted by the factories (liaise with HQ in Germany);
  • Work with the sales team to provide sales forecasts for desired AU variants, track actual product sales performance, identify performance gaps and contribute solutions for closing the gaps;
  • Provide product and technical training to sales team, trade merchants and service technicians, including support with technical presentations;
  • Attend to product, technical and installation enquiries – phone, walk-in’s, email or projects; one per week rostered on to showroom enquiries;
  • Liaise with customs agent for regular updates of new products to be included in TCO exemptions;
  • Assist with Showroom product installations, supported by sales colleagues where applicable;
  • Basic level local IT support role backed up by IT services at HQ – eg setting up of electronic devices, basic server upkeep etc.

About You

  • Relevant education, skills and experience in technical product support and/or after-sales;
  • Ideally hands-on experience in the bathroom segment, or within a technical product environment;
  • Product training will be provided so the candidate needs to be a quick learner backed by sound technical competence;
  • Experience in product strategy & analysis to support sales is advantageous, but most important is a willingness and capacity for learning;
  • Experience or ability to familiarise yourself with standards and compliance for overseas products;
  • Very good communication skills, with capacity to train others in product specs as required;
  • Competent with use of Microsoft Office, and good IT/analytical skills; and
  • Reliable, positive attitude and a good team player.


We encourage applications from people of all backgrounds as we strive to create an inclusive and diverse working environment. Click on the APPLY button or contact Carissa McPherson at Six Degrees Executive on 0409 220 388 for a confidential discussion.
Apply now