Customer Support Technician - Australia
Joining Senceive, a product line of Eddyfi Technologies, interested?
Join a world-renowned company that pushes the boundaries of technology to support the essential sectors the world depends on every day. We ensure reliability and security by protecting critical infrastructures and assets globally, thus helping to preserve the planet and save lives.
Our values
Innovate with a clear purpose
Prioritize our customers
Ensure reliability and accountability
Stay united to be stronger
Joining Our Team Means
Collaborating with experts dedicated to innovation and excellence in a dynamic environment.
Becoming part of an organization that values commitment, initiative, and collaboration to help achieve common goals.
Joining a rapidly expanding company offering long-term development and success opportunities.
Contributing to meaningful projects that create a lasting impact.
We are seeking the right individual to join our Customer Support team. This is a full-time hybrid role; the role will predominantly work from home to cover the day shift and support global times zones.
As a Customer Support Technician, you will take a hands-on role in providing support for customers ahead of, during and after the installation of new projects, replacements, and changes. The role also involves training customers and preparing equipment for dispatch for new projects and replacements.
Reporting, Location & Travel
This role reports to the Customer Support Team Lead in Australia. This requires the occasional requirement for national and international travel to meet customers and support product deployment.
As Customer Support Technician, you will have to
Clarifying customer technical requirements ahead of new project installations and briefing the production team
Supporting customers during project installation
Setting up monitoring diagrams, users, alerts and calculations
Attending site when required to support customer installations or investigate reported faults
Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
Managing the return and replacement of faulty equipment
Assisting with fault diagnosis and contributing to fault reduction
Providing training to customers mostly using teleconferencing, sometimes on site or in our facility
Configuring equipment to customer specifications, fitting mounting brackets and ancillary equipment, packing for dispatch
Receiving returned equipment and diagnosing faults
Carrying out minor repairs and refurbishment of equipment
Other duties as assigned
What Makes You An Asset To Our Team
A flexible, well organised approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business.
Strong analytical skills and close attention to detail with good decision making and technical problem-solving abilities.
A positive, professional attitude and a desire to complete tasks to the highest standard.
A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them.
A strong communicator at all levels, with excellent interpersonal, verbal, and written communication skills
Self-motivated with a proven ability to perform under pressure.
Demonstrable experience of customer service in an engineering, or technical environment
Excellent customer relations skills
Fluent in English
Desirable:
Good ability with Excel, and other Office apps
Languages Spanish and/or Portuguese
Surveying knowledge
Understanding of IP Networking
On-Site experience in Rail and/or Construction is preferred
If you have transferable skills, even if you don’t meet all the criteria, feel free to submit your application!
Senceive wireless remote condition monitoring technology is used in 35 countries in rail, construction and mining. Our precise, reliable and robust products are built to empower clients responsible for high-value and at-risk assets. Senceive users installed more than 30,000 sensors last year – helping them manage ground and structural movement, landslide risk, geotechnical behaviour, rail track movement and much more. Systems are installed in minutes and last over a decade with minimal maintenance – helping users mitigate engineering risk without visiting the site. We’ve been designing, building and supporting the best wireless condition monitoring technology since 2005. As part of the Previan group of companies, we are growing fast and have highly ambitious plans for the coming years.
Would you like to learn more about our company and our parent company, Previan? Check out this video from our president, Martin Thériault: https://www.youtube.com/watch?v=DAI+pgmJk8I
At Senceive, diversity enriches our culture and drives innovation