Technical Customer Service Representative

Location: Sydney, NSW
Salary: $65,000–$70,000 + super
Working Arrangements: Monday to Friday, plus some weekend/on-call work (with additional weekend allowance)
Roster: 8-hour working day between 7:00am–7:00pm, rotating roster provided 6 weeks in advance
Work-Life Balance: Hybrid working
Career Progression: Extensive technical training and development

About the company
Join a global healthcare organisation specialising in veterinary diagnostics and technology. The company provides sophisticated diagnostic equipment and solutions used by veterinary professionals to support animal health and patient care.

About the opportunity
Join an established team as a Technical Customer Service Representative, providing specialist support to veterinary professionals using diagnostic equipment. You will provide phone-based technical support, troubleshooting equipment-related enquiries and guiding customers through problems using a logical, step-by-step approach. Calls are filtered according to the diagnostic equipment involved, allowing you to progressively build specialist technical and product knowledge.
Extensive training is provided, beginning with a structured six-week induction. From approximately week six, you will gradually begin taking filtered customer calls while undertaking further equipment training, including training on haematology equipment. Full training across the role and equipment takes approximately six months.

Duties

• Troubleshoot veterinary diagnostic equipment
• Resolve technical customer enquiries
• Guide customers through troubleshooting steps
• Diagnose equipment and system issues
• Provide clear technical instructions
• Deliver empathetic customer support
• Document customer interactions accurately
• Escalate complex technical issues
• Develop specialist equipment knowledge
• Participate in rotating weekend coverage

Preferred Skills and Experience

• Vet Nurse or animal health background
• Biomedical Engineer background
• Pathology or diagnostics experience
• Science qualifications
• Phone-based or customer service experience
• Strong technical troubleshooting aptitude
• Confident learning complex equipment
• Patient, empathetic communication style
• Strong computer and systems skills

Culture
Join a supportive, collaborative and technically focused team that values empathy, patience, problem-solving and continuous learning.
With extensive training and dedicated support, you will be encouraged to develop your technical expertise while delivering a high standard of customer care.

How to Apply
Click Apply or contact Jane Nichols on [02 8877 8714](tel:02 8877 8714) for a confidential discussion.

About Healthcare Professionals Group
Healthcare Professionals Group recruits all positions: executive, permanent, contracting/temp, at all levels, across all areas of healthcare - Pharmaceuticals, Biotechnology, Medical Technology and Clinical Care.
Medical Affairs & Life Sciences Recruitment - Clinical Research, Market Access, Medical Affairs, Pharmacovigilance, Quality, Data Management, Regulatory Affairs, Scientific;
Commercial Recruitment - Marketing, Sales, Analytics, Government and External Affairs;
Business Operations & Infrastructure Recruitment - Administration, Customer Service, Engineering, Finance, Human Resources, IT, L&D, Legal, Manufacturing, Operations, Supply Chain, Warehouse;
Clinical Care Recruitment - Allied Health, Aged Care, General Practice, Medical Imaging, Medical Management, Medical Specialties, Nursing.
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