Our client is a global technology leader recognised for its innovation across consumer electronics and home appliances. With an international presence and a reputation as one of the world’s most influential tech brands, this role sits within their air conditioning division, supporting their ongoing growth across Australia.
About the role:
Based in Melbourne CBD, this hybrid role (4 days in office, 1 from home) is focused on supporting Service Network for air conditioning products. You’ll play a key part in maintaining service quality, ensuring repair partners are performing to expectation and supporting both customers and internal teams with timely, accurate and solutions-focused communication.
Your responsibilities will directly impact customer satisfaction, service quality, and operational efficiency across Victoria. This role is perfect for someone who enjoys building relationships, solving problems, and driving high standards across technical service environments.
We are looking for candidates who are immediately available.
Duties & Responsibilities:
- Evaluate, develop and support the Authorised Service Centre (ASC) and repair network to ensure KPIs and customer service standards are consistently met.
- Maintain full regional service coverage for air conditioning products through strong communication and network performance management.
- Collaborate closely with the internal team to ensure service strategies align with customer expectations and commercial needs.
- Manage pending repair service orders and ensure all service tracking guidelines and company policies are followed.
- Conduct onsite visits to service centres for audits, relationship building and issue resolution.
- Provide installation support for online customers purchasing air-conditioning products.
- Monitor spare parts utilisation in local warehouse stock.
- Assist in rework, inspections and quality control activities in coordination with the technical support team.
- Manage escalated customer complaints in partnership with the VOC team when required.
- Experience in the consumer electronics industry.
- Strong communication skills and an excellent phone manner.
- Solid understanding of the After Sales Service environment.
- Ability to explain and communicate technical concepts clearly.
- Highly organised with strong prioritisation, problem solving, and conflict resolution abilities.
- Capable of thriving in a high pressure, high volume environment while meeting tight deadlines.
- Motivated, relationship-driven, and confident in influencing service quality outcomes.
- Competitive salary.
- Generous discounts on leading global tech products.
- Access to exclusive retail partner promotions.
- Wellbeing platform access.
- Heavily discounted gym membership.
- Work in Melbourne CBD with a hybrid work model (4 days office / 1 day WFH).
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.
