What are the responsibilities and job description for the Customer Support Technician - Australia position at Eddyfi Technologies?

Joining Senceive, a product line of Eddyfi Technologies, interested?

Join a world-renowned company that pushes the boundaries of technology to support the essential sectors the world depends on every day. We ensure reliability and security by protecting critical infrastructures and assets globally, thus helping to preserve the planet and save lives.

Our values

Innovate with a clear purpose
Prioritize our customers
Ensure reliability and accountability
Stay united to be stronger

Joining our team means :

Collaborating with experts dedicated to innovation and excellence in a dynamic environment.

Becoming part of an organization that values commitment, initiative, and collaboration to help achieve common goals.

Joining a rapidly expanding company offering long-term development and success opportunities.

Contributing to meaningful projects that create a lasting impact.

We are seeking the right individual to join our Customer Support team. This is a full-time hybrid role; the role will predominantly work from home to cover the day shift and support global times zones.

As a Customer Support Technician, you will take a hands-on role in providing support for customers ahead of, during and after the installation of new projects, replacements, and changes. The role also involves training customers and preparing equipment for dispatch for new projects and replacements.

Reporting, Location & Travel

This role reports to the Customer Support Team Lead in Australia. This requires the occasional requirement for national and international travel to meet customers and support product deployment.

As Customer Support Technician, you will have to

Clarifying customer technical requirements ahead of new project installations and briefing the production team

Supporting customers during project installation

Setting up monitoring diagrams, users, alerts and calculations

Attending site when required to support customer installations or investigate reported faults

Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system

Managing the return and replacement of faulty equipment

Assisting with fault diagnosis and contributing to fault reduction

Providing training to customers mostly using teleconferencing, sometimes on site or in our facility

Configuring equipment to customer specifications, fitting mounting brackets and ancillary equipment, packing for dispatch

Receiving returned equipment and diagnosing faults

Carrying out minor repairs and refurbishment of equipment

Other duties as assigned

What makes you an asset to our team

A flexible, well organised approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business.

Strong analytical skills and close attention to detail with good decision making and technical problem-solving abilities.

A positive, professional attitude and a desire to complete tasks to the highest standard.

A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them.

A strong communicator at all levels, with excellent interpersonal, verbal, and written communication skills

Self-motivated with a proven ability to perform under pressure.

Demonstrable experience of customer service in an engineering, or technical environment

Excellent customer relations skills

Fluent in English

Desirable :

Good ability with Excel, and other Office apps

Languages Spanish and / or Portuguese

Surveying knowledge

Understanding of IP Networking

On-Site experience in Rail and / or Construction is preferred

If you have transferable skills, even if you don't meet all the criteria, feel free to submit your application!

Senceive wireless remote condition monitoring technology is used in 35 countries in rail, construction and mining. Our precise, reliable and robust products are built to empower clients responsible for high-value and at-risk assets. Senceive users installed more than 30,000 sensors last year - helping them manage ground and structural movement, landslide risk, geotechnical behaviour, rail track movement and much more. Systems are installed in minutes and last over a decade with minimal maintenance - helping users mitigate engineering risk without visiting the site. We've been designing, building and supporting the best wireless condition monitoring technology since 2005. As part of the Previan group of companies, we are growing fast and have highly ambitious plans for the coming years.

Would you like to learn more about our company and our parent company, Previan? Check out this video from our president, Martin Thériault :

At Senceive, diversity enriches our culture and drives innovation. We value an inclusive environment and welcome applications from all backgrounds. Joining Eddyfi Technologies means becoming part of a team that celebrates diversity and builds a better future.

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Customer Support Technician - Australia

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