Technical Support Technician

Newtech is New Zealand's leading bathroomware company, founded in Whanganui in 2000. We design, manufacture and supply innovative, high-quality bathroom products across the country, and we're proud to be Kiwi owned and operated from beginning to end.

Our Values

• We show that we care — We care for our customers, suppliers and staff. We are a community that works together to get exceptional outcomes, and care that everybody is successful and happy in achieving what they need to.
• We get it done — If somebody fails, we all fail, because we function as a united team. We don't let others down.
• We trust each other — We depend on each other to make the right decisions because of trust. Everybody is empowered to make decisions.
• We are loyal — We are in this together. Loyal people share and enjoy great times and tough times. We are loyal to each other, our customers, and our suppliers, and we have honest discussions together.
• We depend on each other — We are a community. It is our role to support and encourage one another, combine our strengths, continuously learn and grow, and take on new responsibilities.

About the Role

We're looking for a hands-on Technical Support Technician to be the go-to expert for product troubleshooting, warranty claims, and technical guidance across the business. This role suits someone with genuine trade experience — a former plumber, builder, or similar — who understands products and installations from the inside out and can translate that knowledge into practical support for customers, installers, and internal teams.

You'll split your time between resolving hands-on product issues, supporting installers and plumbers with technical queries, and occasionally getting out to site to help customers directly when a face-to-face resolution is needed.

Key Responsibilities

Technical Troubleshooting & Product Support

• Diagnose and resolve product faults, providing clear technical guidance to customers, installers, plumbers, and internal teams
• Understand Newtech's product range in depth (vanities, tapware, toilets, baths, wastes, ventilation, wall panels, and more) to accurately identify and troubleshoot issues
• Assist installers and plumbers with technical questions relating to installation, fittings, and product specifications

Warranty & Supplier Management

• Understand and support the end-to-end warranty claims process, ensuring claims are assessed fairly and resolved efficiently
• Work directly with suppliers on faulty products — coordinating returns, replacements, credits, and root-cause feedback
• Maintain accurate records of faults, claims, and resolutions to identify recurring issues and feed insights back to the wider team

Customer-Facing & On-Site Support

• Be a confident, capable face of Newtech for customers experiencing on-going product issues
• On occasion travel to customer sites as needed to resolve issues directly
• Build trust with customers, installers, and trade partners through clear communication and practical problem-solving

Leadership (Development Opportunity – in role)

As the incumbent grows in the role it is intended they will be able to:

• Work alongside the Aftersales team, setting the standard for how issues are handled
• Work closely with the Customer Experience Team Leader to ensure technical support is aligned with the wider customer experience strategy
• Contribute to process improvements that make technical support faster and more effective for customers and the team

What We're Looking For

• Practical trade experience essential — ex-plumber, builder, or similar hands-on trade background
• Strong troubleshooting mindset with the ability to diagnose issues logically and communicate solutions clearly
• Someone who is computer literate and keen to learn new computer systems and programs
• Comfortable being customer-facing, including visiting sites when needed
• A clear readiness to step into leadership through demonstrated maturity and confidence or previous leadership experience
• Good understanding of (or willingness to learn) bathroomware products, installation requirements, and warranty processes
• Clear communicator who can work confidently with tradespeople, customers, and internal teams alike
• Full NZ driver's licence

Why Join Newtech

You'll be joining a genuinely Kiwi-owned business with a strong sense of community and care for its people. This is a role where your trade background is a real asset, not just a nice-to-have — you'll be trusted to make decisions, supported by a close-knit team, and given the chance to shape how technical support works at Newtech.