Audio Visual Lead Service

Addicted To Audio is quickly emerging as the leader in the luxury audio space, with a growing list of new customers experiencing our premium brands through our stores and website every day. Currently in a consistent and exciting period of growth, we are on the lookout for a personable, proactive and committed Audio Visual Lead Warranty & Repair Technician to join our team About the role:The AV Lead Service & Repair Technician role at Addicted To Audio is crucial for ensuring our valued customers receive exceptional service and warranty support for their premium audio products. This is a key position responsible for ensuring customers receive expert warranty and product support for high-end home audio equipment, and in particular, bringing faulty products back to life.Based full time at our Epping head office and reporting to the Customer Service Manager, this role will see you engaging with our customers regarding their product support enquiries post-purchase, and primarily includes overseeing the efficient day-to-day flow of warranty and repair cases through our service system. Taking the lead on troubleshooting, testing, diagnosing, and importantly - repairing high-end audio equipment, while maintaining our high standards of customer satisfaction.

What you'll be doing:

• Overseeing all active warranty cases, and providing case and status updates to the Customer Service Manager.
• Troubleshooting, testing, diagnosing and repairing a variety of high-end audio equipment (including headphones, speakers, amplifiers, DACs, DAPs, turntables, etc).
• Accurately recording work in our ERP system.
• Maintaining warranty case files; Regularly following up with customer and supplier to maintain consistent communications and an elevated customer experience.
• Professionally responding to warranty claim enquiries via all relevant enquiry channels (including phone, email, ticketing system, chat, and social platforms).
• Assisting customers with troubleshooting reported product issues remotely.
• Lodging warranty cases/issuing RMAs to customers.
• Preparing and processing supplier RMAs.
• Adhering to the highest standards of quality and safety.
• Championing the Addicted To Audio brand and product range.

What we're looking for:

• Minimum 2+ years proven experience in a similar warranty/service repair technician supervisory role in the audio-visual field is essential.
• Relevant electrical qualifications, and strong understanding of electronics and AV equipment required.
• Demonstrable skill and confidence in AV equipment repair, diagnostics, troubleshooting, and fault-finding (including soldering, and board and component-level repair).
• Outstanding written and verbal communication and interpersonal skills.
• Ability to problem-solve and multitask, and prioritise effectively to meet deadlines and SLAs.
• Highly developed organisational skills.
• Proficiency in CRM systems and Microsoft Office Suite.
• Positive, caring and engaging people person, with a natural customer-focused and problem-solving mindset.
• Highly motivated, and able to work well both independently and as part of a collaborative team.
• Resourceful and adaptable.
• High attention to detail.

What we offer:We are committed to providing our employees with a rewarding and fulfilling range of benefits, including -

• Competitive salary package
• Staff discounts on our premium audio product range
• Professional development opportunities
• Supportive and collaborative team and work environment

How do you apply?

If you're as customer-centric and passionate about luxury audio as we are and want to be part of a like-minded, dynamic, and growing company, we'd be ecstatic to hear from you. We value high performance, and our collaborative team is committed to supporting each other to be the best we can be while representing the leading brands in high-end audio.

Please submit your resume and supporting cover letter outlining your relevant experience, and why you would be the perfect fit for our team.

*Please note that applications submitted without a supporting cover letter addressing the key selection criteria will unfortunately not be considered.