Our client is looking for someone who can take on a hands-on position, working as part of the busy Wellington based technical team. The primary focus of the Technical Support is largely based around technical phone support with an expectation to also provide some hands-on workshop repairs incorporating some administrative duties. The expectation can cover working sole charge, within a small workshop team and as part of their national support team.
Products predominantly covered are domestic heat pump, dehumidifier, ventilation, and refrigeration product; there is also some expectation to provide repairs and support for commercial and hot water product and commercial VRF systems.
The Technical Support is expected to hold a minimum trade level qualification in refrigeration and air-conditioning or similar. Additionally, this person must carry a current limited electrical registration (full registration preferred) and be competent and experienced in both industry theory and practical fault finding. They must be able to operate with a minimum of direct supervision and be able to represent the company in a skilled, professional and competent manner at all times.
Delivery of prompt, timely and professional service to the highest level is required. The two primary responsibilities being both workshop and support focused for all of the clients compressor driven products.
Qualifications, Knowledge, Experience and Attributes:
To be successful in this role, the Technical Support Specialist will have:
A trade level qualification in refrigeration and air conditioning or similarCurrent full or limited electrical registrationA clean driver's licenceA superior understanding of and experience in air conditioning and refrigeration service techniques as well as industry standards and be willing to exceed themDetailed and proven knowledge using Microsoft Outlook, Word, Excel and PowerPoint and be able to use these tools to produce reports and relevant service documentationThe ability to acknowledge the requirements of team assistance, task sharing and taking ownership of job share responsibilities within the teamExcellent people relationship skillsA pleasant customer manner, strong negotiation skills and be able to apply these at all levelsStrong multitasking and organisational skills with the ability to work under pressure, meet deadlines and achieve objectivesBe able to adapt and learn from field experiences and develop fault finding techniques and tools to achieve a superior level of technical deliveryThe following personal attributes are essential for this position: Technical Ability: a high level of theory and practical knowledge with the ability to be able to apply both to high standard in all situations.Self-Reliance: a belief in one's own capability and the ability to operate successfully in an environment of relative autonomy while contributing proactively with a team.Initiative: a bias for taking action, do things pro-actively and an ability to anticipate situations to create opportunities or avoid problems.Achievement Orientation: a concern to achieve a standard of excellence, including commitment to continually improve performance, take assessed risks and encourage and support others to do the same.Defectiveness: the ability and willingness to clearly set expectations and openly and directly confront any deviation.Conceptual Thinking: the ability to identify patterns or connections between situations, identify key or underlying issues in complex situations and resolve these by using creative, conceptual and inductive reasoning.Relationship Building: the ability to build and maintain positive relationships with internal and external service providers, overseas suppliers and end users.Confidentiality: the ability to differentiate public from confidential information, to resist the temptation to disclose confidential information, and to be able to manage confidential information appropriately.
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