Technical Services Manager

Are you passionate about technical leadership and supporting the plumbing industry?

GWA Group is seeking a proactive Technical Services Manager who will be based at our Prestons location.  You will lead our technical support operations and drive our reputation as the trusted technical partner for plumbers and the wider industry.

In this critical leadership role, you will manage a specialised contact centre team, deliver expert technical guidance, and act as the subject matter expert for Caroma Smart Command solutions. You'll collaborate closely with Quality Assurance, Product Excellence, and Sales teams to ensure the delivery of accurate technical information and outstanding customer support.

Key Responsibilities

Technical Support Leadership:

• Lead and manage a small contact centre team providing technical support to plumbers on Caroma products and services
• Oversee daily operations, ensuring service level agreements and plumber NPS KPIs are met
• Develop and expand the "Win the Plumber" team as a reliable, industry expert service
• Act as the primary escalation point for technical issues and quality concerns
• Deliver Caroma Smart Command training and support, both on-site and remotely

Stakeholder Engagement:

• Serve as the key liaison between technical support, Quality Assurance, and Product Excellence teams
• Build strong relationships with internal stakeholders across sales, customer service, and product teams
• Facilitate cross-functional meetings to align on technical priorities and customer needs
• Communicate technical support insights and customer feedback to relevant business units

Systems, Documentation & Compliance:

• Oversee technical information databases and knowledge repositories
• Ensure technical documentation is current, accurate, and accessible
• Develop training materials and technical resources for team development
• Maintain compliance with industry standards and regulations
• Capture and act on customer feedback to drive continuous improvement

People & Culture:

• Lead, coach, and develop your team in line with GWA's cultural pillars: We Are One Team, We Are Customer Focused, and We Care for Each Other
• Foster a learning culture and support your own professional development through GWA's learning programmes

Safety:

• Ensure a safe and healthy workplace, complying with all relevant WHS Acts, regulations, and codes of practice
• Conduct regular hazard and risk assessments and ensure all workers are adequately trained and supervised

About You

As our newTechnical Services Manager, you will have:

• Strong knowledge of the construction industry and plumbing (plumbing or electrical experience preferred)
• High level of stakeholder management and document control
• Intermediate to advanced computer skills
• Experience developing documentation for internal and external stakeholders

• Previous leadership experience in a technical support or service environment is highly regarded

• High School Certificate plus plumbing trade qualification or equivalent experience (further education desirable)

• General Construction Induction (White Card)
• Full driver's licence

Why Join Us?

Join our vibrant team at GWA, where our rich Australian and New Zealand heritage, technical expertise, and innovative drive, combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high-quality products for homes and offices, including market-leading brands like Caroma, Methven and Clark.

We're a dynamic and purpose-driven organisation that is deeply committed to fostering innovation and promoting sustainability in all aspects of our operations.

Enjoy comprehensive access to professional development opportunities through our iLearn platform, designed to support your career growth and enhance your skill set. This resource offers a variety of courses and training programs tailored to meet the evolving needs of our team members.

Thrive in a collaborative and supportive team environment that genuinely values individual growth and teamwork. We believe that when our employees succeed, the organisation as a whole flourishes, and we work together to create an atmosphere where everyone can achieve their full potential.

About us

At GWA, we're not just a company—we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year.

When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways.

We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team, We are Customer Focused, and We Care for Each Other—are more than just words; they're our way of life.

What can you expect from us?

Join us as we continue on our journey from Good to Great, where you'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. Take the first step towards an exciting career and become part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in the world.  We value passion, potential, and a willingness to learn.

Aside from a supportive and collaborative culture where you'll be set up for success and know that you're making a real difference from day one, we'll offer you:

• Hybrid working options
• Competitive remuneration and bonus structures
• An immersive onboarding program to set you up for success
• Opportunities to learn and grow through our Learning & Development programs
• 'Great Rewards' program - exclusive access to discounts and cashback rewards at your favourite stores
• 'Bathrooms & More' program - great discounts on a wide range of our products
• Volunteer and Community Service Leave
• Option to purchase additional annual leave
• Opportunity to take advantage of novated leasing options
• Health & Wellbeing Services with 24/7 in app access to medical advice, safety support and mental healthcare for you and your immediate family members.
• Annual flu vaccinations
• Medibank Health Insurance - discounts on corporate cover

Ready to take the next step in your technical leadership career?

Apply now to become GWA's next Technical Services Manager and help us shape the future of technical support in the plumbing industry Just click the apply button to build your career with us

Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role.

Please note that we are not accepting applications from agencies for this position.