Technical Support Specialist

6 months ago

Melbourne, Australia Aggreko, LLC Full time

We're the global leader in providing energy solutions that help businesses grow and communities thrive.

We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world.

We’re looking for an Brisbane based Technical Support Specialist, a role that will help us to power progress for our customers.

Why Aggreko? Here are some of the perks and rewards.
- Work from home or in a local service centre.
- Competitive compensation.
- Uncapped quarterly bonus structure.
- Paid training programs and tuition reimbursement.
- Safety-focused culture.
- Community volunteering program.
- A range of career development opportunities.

What you’ll do:
As a Technical Support Specialist, you will provide technical support to the APAC business as an Agent within the Technical Support Desk (TSD) function. You’ll also assist the Operations Team with troubleshooting equipment issues and coordinate technical solutions for complex Sales enquiries.

Job Accountabilities/Key Responsibilities
- Exceptional customer service.
- Operate as an Agent of the Aggreko Technical Support Desk.
- Monitoring of support desk enquiry, processing, and resolution by system metrics
- Contribute to evolution of the help desk function, process, and system (software) development.
- Liaise with Aggreko Sales, Technician and Management functions to provide technical solutions.
- Assist Aggreko technicians with troubleshooting, equipment operation and process queries.
- Support sizing and specification of generator, load bank, electrical distribution, and refrigeration systems.
- Analysis and interpretation of technical drawings to determine parameters for safe and efficient connection of power packages to customers’ electrical distribution systems.
- To escalate all statutory design requirements (Electrical and Mechanical) to the relevant SME.
- Interpretation, modification and creation of layout, arrangement and technical drawings via CAD, and sketch methods.
- On agreement with Aggreko field sales, Inside Sales and technical staff, liaise with client. Advise Sales team on specific design and propose technical solutions.
- Project design and implementation until operational handover with particular emphasis on design and commissioning.
- Any other duties considered essential for effective operations and services.
- Full participation and support to Orange Excellence initiatives and projects.
- Support and provide advice and direction to the Learning & Development team to deliver and build learning programs.

Accountability and extent of authority
- Know and understand the system that you work in and help the organisation improve outcomes and provide high value to customers (internal and external) by improving systems, processes, and relationships with a commitment to the philosophy of Business Excellence.
- Responsible for ensuring that effective information and advice is provided to senior management, staff, and customers.
- QHSE and Risk Management - Comply with all OHS policies and procedures. Manual handling techniques, practice safe work habits following Aggreko Health, Safety and Environment policies, wear PPE clothing provided. Take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
- Working Together (Equal Opportunity) principles must be always observed.
- Accountable for carrying out duties having regard for the safety of self, workmates, customers, and the public.
- All corporate obligations are understood and observed. All relevant organisational and legislative policies, standards, codes, guidelines, and practices are understood and observed.
- Accountable for performing all duties in accordance with all relevant goals, objectives, standards, and policies.

Competencies
- Judgment and decision making_

Work is essentially problem solving in nature, where guidance and advice is not always available.
- Data analysis - can involve large scale data, careful analysis and interpretation and meaningful presentation to support actions and recommendations.
- Decision making - know when to deliberate and when to act. Decisions are put in perspective of the bigger picture.
- Environment, political and strategic awareness - consideration is given to more than immediate sensitivities. Diplomatic and astute.
- Innovation - always curious and constantly have ideas that prove useful.
- Problem solving - provide solutions to issues as they arise with a can-do approach.
- Specialist skills and knowledge_

Requires analytical and investigative skills to assist in policy development. Proficient in use of specialist knowledge in search of solutions to new problems and opportunities.
- Processes - ability to implement and continually improve on applicable processes and systems.
- Organisational knowledge - can explain the structure and purpose of the organisation to others.
- IT - intermediate to advanced skills

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