Technical Support Engineer

NOTE: This is a full time, entry level position and new graduates may apply.

3rd/4th year apprentices, new graduates or people that may be considering internships are welcome to apply specialising in the field of electrical, electronics, mechatronics or mechanical Engineering.

This is not an IT Support Role

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 Technical Support Engineer, 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.

This application is open only to those that fulfil the following requirements:

• Full unrestricted and permanent working rights in Australia as permanent residents or AU/NZ citizens.

• Valid driving licence is required

• Successful candidates may be required to undertake a CAT3 medical.

The successful applicant will be provided with full local training via a mentoring program as well as specific experience training overseas in global subsidiaries. We are prepared to invest significantly into the development of the correct candidate with a vision of long-term employment with the company.

As part of the role, some short term 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:

Job Responsibilities:

1. Serve as the primary point of contact for customers seeking technical assistance via phone, email, or in-person communication channels.

2. Provide project management support to customers, alliances and integrators to ensure seamless installations and commissioning of Frauscher products and systems

3. Diagnose and troubleshoot technical issues encountered by customers using Frauscher Sensor Technology products.

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

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

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

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

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

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

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

11. 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.

1. Valid driving licence is required.

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

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

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

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

6. 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.

We applaud enthusiasm in researching the company however only applicants applying via SEEK and who meet all the necessary requirements will be considered.

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.

Apply now and be part of a global team that is revolutionising the industry.

If you are searching for a long term career and think you have what it takes to fill this challenging but rewarding position, please send your resume via SEEK.