Technical Customer Service Officer

We're seeking a Technical Customer Service Officer to provide troubleshooting and repair advice for our TTHG (Total Tools Hardware Group) Private Label product range including but not limited to Air Compressors, Generators, and Pressure Washers. You'll be the go-to for technical support, spare parts, and warranty management – ensuring customers receive fast, expert solutions. Reporting to the Product Compliance & Quality Manager, the role provides technical support and assistance managing the spare parts and product warranty process for the TTHG Private Label branded products/ranges. Liaise & coordinate with the store network, repair agents and retail customers, ensuring all technical-related issues are resolved in an efficient and timely manner coupled with a high level of customer satisfaction within the after sales environment.

• Diagnose and troubleshoot technical issues specific to the TTHG Private Label products, including hands-on fault identification and resolution related to product performance, providing clear and effective solutions.
• Proactively resolve general technical enquiries at store level prior to the initiation of online ticketing, simplifying business operations.
• Assist with managing the supply of product spare parts, ensuring timely delivery to repair agents, store network and retail customers.
• Collaborate with Merchandise, Supply Chain & Logistics to report recurring technical issues and implement improvement plans.
• Liaise with our repair network and explain issues in plain language to stores and customers.
• Provide training and technical guidance to store teams and repair agents.
• Assist with technical product guides, manuals, and identifying potential product risks.
• Maintain the repair agent database and support spare parts inventory ordering.
• Oversee the supply and delivery of spare parts to repair agents, stores, and customers.

• Experience in technical customer service (machinery, power tools etc), repair technician, or electro-mechanical repair roles.
• Strong commercial acumen with proven problem-solving skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Excellent stakeholder management and influencing skills.
• Advanced Microsoft Office skills.
• A proactive, positive attitude and the ability to prioritise competing tasks.
• Strong attention to details and the ability to simplify complex issues into practical solutions.
• An engineering degree or trade qualifications are highly regarded.

Experience a supportive and flexible work environment. We are a FlexReady accredited workplace

Enjoy a 5th week of annual leave every year after your first year.

Benefit from 2 well-being days and 1 volunteer day annually.

An abundance of learning, development, and career growth opportunities.

12 weeks of gender-neutral paid parental leave for primary carers.

Proudly awarded the "Bronze Employer for LGBTQ Inclusion".

Recognized as the 74th in the "Equileap Top 100" globally for initiatives on gender equity.

Gold accreditation by Mental Health Australia.

Incredible value discounts and perks through our team member app, "Our Local".

For 30 years, Total Tools has operated as the ultimate tool shop delivering the right tools and advice for our customers who are building the future. We are the first choice for trade quality tools and, best of all, the majority of our nationwide stores are locally owned and operated. We're all about celebrating success, and we're proud to be a WGEA Employer of Choice for Equity, an accredited Flex Ready workplace, and a Gold Standard Mental Health First Aid skilled workplace. The industry is changing, and we need adaptable people who thrive under pressure to build meaningful relationships with our diverse family of independents. So, get stuck into a promising career in a fast-growing industry. Together, we can supply Australia with a strong future, powered by local communities.