Warranty Support Engineer $110k per year Super Fully office-based role Western Sydney WOW Recruitment are proud to be an exclusive recruitment partner for the largest carrier joint venture HVAC distribution company. The Warranty Support Engineer will be responsible for handling warranty queries and provide technical support. Main Duties/Responsibilities: Validate all warranty queries before authorisation of warranty service. Responsible for technical report writing on all warranty queries that will be used to support or reject a warranty request. Manage all escalated calls relating to service agents regarding warranty and assisting customers with any non-standard queries or technical requests. Ensure parts identification business tools are readily available for all products and be responsible as the major contact with all factories and suppliers for all parts identification issues. Attend with service technicians, supervisors, dealers and installers, and sales representatives to the rectification of more difficult product failures and installation faults where necessary. Initiating Corrective Action Reports (CARs) and assigning Technicians based on the magnitude of the warranty calls to investigative and report corrective actions. Attend serious warranty complaints and provide investigations reports to discuss and authorize warranty work with the Residential Business Unit Manager. Review Obsolete & Excess stock inventory and recommend disposition methods accordingly. Responsible for providing necessary data, to the Warranty team in preparing parts forecast, based on number of warranty issues in the past by product category and also in liaison with the sales team based on sales forecast Provide Technical Memo PCNs and other service information for service meetings and communication. Manage and supervise all warranty calls assigned to the agents and ensuring that work attended to by the agents forms part of the warranty claim or not and ensure correct billing procedures. Responsible for maintaining and reporting key indicators on all warranty matters, such as product issues, non-warranty calls, warranty budget and cost, and identify recurring problems, and provide corrective actions to minimize the occurrence. Ensure customer feedback is taken after every warranty call or job and provide feedback to the CS Manager, to record customer satisfaction on after service sales Provide technical training as and when required to customers, dealers, warranty agents and internal employees. Responsible for all VRF commissioning in the region allocated to you. May be required to travel to other regions occasionally. Skills & Experience: Technical and system knowledge in HVAC and R. Parts application and BOM in HVAC and Refrigeration products. Extensive trade experience (minimum 5 years) in technical/engineering environment within the HVAC and R industry. Good analytical skills and problem-solving techniques HVAC & Ref troubleshooting skills Good report writing skills Negotiation skills Customer service oriented Excellent communication skills – speaking, listening and written (English) Strong sense of urgency in assisting external and internal customers. Computer literate If you meet the above criteria and can see yourself in this role, get in touch with Brad via bradwowrecruitment.com.au.