Technical Product Support

Talent Right has partnered with UteMaster to appoint a Technical Product Support specialist to join their team in Kerepehi.
 
This is a customer-facing technical support role, providing support to customers primarily by phone and email while resolving complex product issues and helping UteMaster strengthen its technical support capability. 
 
About UteMaster
 
UteMaster supplies, designs, manufactures, distributes and installs premium Ute accessories for customers across Australia and New Zealand.
 
The business has built a strong reputation for quality, durability and practical design, supporting trade and recreational customers with products designed to perform in demanding environments.
 
Head Office is based at the Kerepehi facility, where an 80+ person team brings together design, production and supply chain expertise. The team is hands-on, collaborative and focused on continuous improvement.
 
About the Role
 
Customer Service handles initial enquiries and straightforward cases before escalating more complex technical issues to you.
 
You'll investigate product faults, installation issues, user-related problems and other technical cases by gathering information, understanding the circumstances and working towards a practical resolution. Where required, you'll draw on the expertise of UteMaster's design, production and product teams, as well as external parties such as dealerships, installers and panel beaters.
 
You'll also look beyond individual cases by identifying recurring issues, documenting solutions and providing product quality feedback to help improve future customer support.
 
This is a role where practical aptitude and attitude matter more than having extensive product knowledge from day one. You'll build your technical knowledge over time with support from the wider team.
 
What You'll Be Doing****Technical Support

• Take ownership of complex product cases escalated by Customer Service
• Investigate faults by gathering information, asking the right questions and identifying root causes
• Develop and coordinate practical solutions with internal and external stakeholders
• Support product recalls and proactive customer communications when required
• Provide overflow support to Customer Service when needed

Customer & Stakeholder Support

• Communicate directly with customers, dealerships, installers and other stakeholders
• Explain technical issues and solutions clearly to non-technical customers
• Manage challenging conversations with empathy and professionalism
• Keep customers informed throughout the resolution process

Product Knowledge & Improvement

• Identify recurring product issues and patterns
• Feed product quality insights back to the relevant teams
• Document technical resolutions and build troubleshooting resources
• Develop repair and replacement parts guides
• Help improve how future cases are handled across the business

What Success Looks Like

• Complex cases are progressed promptly and resolved effectively
• Customers feel informed and supported throughout the process
• Solutions are properly documented and accessible to the wider team
• Recurring issues are identified and communicated to the right people
• The technical support knowledge base continues to grow

About You
You're practical, curious and comfortable getting to the root of a problem. You don't need to be an automotive expert, but you should enjoy understanding how things work and be confident working through unfamiliar issues.
You'll likely bring:

• Practical ability and experience demonstrated through practical projects outside of work, or experience in technical support, trades, manufacturing, product support or a similar environment
• Strong troubleshooting and practical problem-solving ability
• A methodical approach to investigating issues
• Strong written and verbal communication skills
• Ability to explain technical information in a simple, customer-friendly way
• Good attention to detail and documentation skills
• Confidence using computers and digital systems
• Ability to manage multiple cases and follow them through

Just as importantly, you'll bring the right attitude and character:

• Diligent and reliable
• Resilient when dealing with challenging issues or customers
• Empathetic and customer-focused
• Honest and accountable
• Professional in your communication
• Curious and willing to learn

Experience in automotive, manufacturing, engineering, trades or a similar practical environment will be advantageous, but is not essential.
 
UteMaster Perks
 
UteMaster invests in its people through formal training, on-the-job mentoring and opportunities for progression.

• Design-led, market-leading business
• High-quality products designed and manufactured in-house
• State-of-the-art facilities, tools and equipment
• Supportive management team
• Ongoing professional development
• Employee incentive program
• Monday-Friday working environment
• Free onsite parking

How to Apply
 
Submit your CV and Cover Letter if you're interested in a hands-on technical support role where you can solve complex product issues, support customers and help make UteMaster's products and processes even better.