Technical Service Officer - Warranty

Pentair is seeking a Technical Service Officer to join their team!

Are you passionate about delivering exceptional technical support and making a real difference in customers' lives? This is a fantastic opportunity to join a globally recognised leader in water solutions, working in a dynamic and purpose-driven environment. Based full time at their Dandenong South office, this role offers you the chance to apply your technical knowledge and customer service expertise in a meaningful way — helping homes, businesses, and industries access clean, safe water every day.

What you'll be doing?

• Warranty communication — Be the go-to resource for clearly explaining Pentair's product warranty information to customers and service agents, ensuring everyone is well-informed and supported.
• Service job administration — Accurately and efficiently enter service jobs into the warranty system in a timely manner, keeping operations running smoothly.
• Customer and agent support — Respond to phone and email queries from customers and service agents, delivering a high standard of care and resolution at every interaction.
• Job follow-through — Proactively follow up on open warranty jobs through to completion, ensuring no customer is left without a resolution.
• SAP warranty management — Manage warranty orders within SAP, maintaining accuracy and compliance across all transactions.
• Contact record maintenance — Keep internal and external contact records up to date, supporting seamless communication across the business.
• Continuous improvement — Identify and raise improvement opportunities when recurring issues are spotted, contributing to better processes and outcomes for all.
• Contractor coordination — Direct service contractors as required, ensuring work is carried out efficiently and to standard.
• Product testing and fault finding — Assist with product testing and fault diagnosis, applying technical aptitude to resolve issues at the source.
• Field technician scheduling — Coordinate and resource schedule field technicians to ensure timely and effective service delivery.
• Invoice processing — Review and process service agent invoices at first level, verifying that charges align with contract rates and warranty schedules.
• Customer feedback — Conduct customer feedback surveys to gather insights and support ongoing service quality improvements.

Who are they looking for?

• Industry background — Experience within the pool or pump industry, or a strong technical aptitude, would be a great asset in this role.
• Customer service experience — A minimum of 3 years in a technical customer service role demonstrates the depth of expertise needed to thrive here.
• Phone-based support skills — A background in delivering high-quality, over-the-phone customer service is important for success in this position.
• Communication skills — Strong written and verbal communication skills are essential for engaging professionally with customers, agents, and internal teams.
• Consumer law awareness — An understanding of ACCC Consumer Guarantee provisions is preferred and will be a valuable addition to the team's capabilities.
• Attention to detail — A high level of accuracy and attention to detail is key to maintaining the quality and integrity of service records and processes.
• Prioritisation ability — The ability to effectively prioritise tasks ensures that the most critical customer needs are always addressed first.
• SAP familiarity — Previous experience with SAP is preferred and will help hit the ground running in managing warranty orders and service jobs.
• Microsoft Office proficiency — Comfort with Word, Excel, and Outlook is required for day-to-day administrative and communication tasks.

Why you should consider this opportunity?

Our client offers an attractive remuneration package and other benefits, such as:

• A full-time, stable role with a globally recognised and purpose-led organisation committed to clean water solutions
• A supportive, on-site team environment based in Dandenong South

How to apply

Ready to join this role? Click Apply now to submit your resume and share your availability and expected salary with us!

We welcome all motivated individuals who are eager to contribute to a team that makes a real difference in the world — we encourage you to apply.

All information received will be kept strictly confidential and will be used only for employment-related purposes.