Support Technician

This is an entry level position and those with VCAL, VET or Cert II levels of knowledge and experience, with an interest in electrical or engineering studies, may apply.

**Job Overview**: Frauscher Sensor Technology, a global leader in the field of railway signalling technology, is seeking a highly motivated and customer-oriented Support Technician to join our dynamic team.

Located in Port Melbourne, as Support Technician, you will be responsible for providing technical assistance and resolving customer enquiries related to our cutting-edge solutions.

Your expertise and exceptional communication skills will be instrumental in ensuring customer satisfaction and maintaining our reputation for delivering outstanding support.

This position is a full-time career opportunity, not an internship. Newly qualified people may apply.
- Full unrestricted and permanent working rights in Australia as permanent residents or AU/NZ citizens.
- Fully vaccinated against COVID (at least 2 doses)
- Valid driving licence is required

As part of the role, some travel is required however this is typically a few days at a time, interstate or overseas (i.e. not relocation).

Located in Port Melbourne, following training, your responsibilities will include:
**Responsibilities**:
2. Diagnose and troubleshoot technical issues encountered by customers using Frauscher Sensor Technology products.

3. Provide step-by-step guidance and accurate solutions to customers by utilizing product manuals, technical documents, and knowledge base resources.

4. Escalate complex issues to the appropriate internal teams, such as engineering or development, and follow up to ensure timely resolution.

5. Collaborate with cross-functional teams, including sales and engineering, to address customer concerns, provide product feedback, and contribute to ongoing improvement initiatives.

6. Document customer interactions, including issue details, troubleshooting steps, and resolutions, in a comprehensive and organized manner.

7. Conduct remote troubleshooting sessions and perform on-site visits when necessary to resolve complex technical problems while ensuring customer satisfaction.

8. Stay up to date with product knowledge, industry trends, and emerging technologies to effectively support customers and provide relevant recommendations.

9. Identify patterns in customer issues and proactively propose solutions or improvements to prevent future occurrences.

10. Participate in the creation and maintenance of technical support resources, such as FAQs, knowledge base articles, and troubleshooting guides, to enhance self-service options for customers.

**Requirements**:
1. Full working rights in Australia as permanent residents and/or citizens.

2. Fully vaccinated against COVID (at least 2 doses).

3. Valid driving licence is required.

4. Certificate II, VCAL or VET in a relevant technical field or equivalent work experience.

5. Strong analytical desire to problem solve, diagnose and resolve complex technical issues.

6. An interest or basic knowledge of software writing is not a requirement but would be helpful.

7. Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.

8. Customer-focused mindset with a passion for delivering exceptional service and support.

9. Willingness to travel occasionally to customer sites for on-site support and installations (within AU and NZ).

10. Fluency in English is required; additional languages would be an advantage.

Interested applicants are encouraged to research and understand what axle counters wheel detection systems are.

Only shortlisted applicants will be contacted.

Join Frauscher Sensor Technology and contribute to our mission of shaping the future of railway technology through your technical expertise and dedication to customer satisfaction.

**Salary**: $50,000.00 - $75,000.00 per year

**Benefits**:

- Employee mentoring program
- Travel reimbursement

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay

Application Question(s):

- Are you fully vaccinated against COVID? (2 doses minimum)
- Occasional travel is required to visit customer sites. Are you able to travel sometimes within Australia/overseas?
- Are you willing to potentially undergo a medical?

Licence/Certification:

- Full Driver Licence (required)

Work Authorisation:

- Australia (required)

Willingness to travel:

- 25% (preferred)

Work Location: In person