Job Description
The Technical Services Coordinator plays a key role within the Customer Support function, delivering exceptional technical and customer service support across multiple communication channels. This role is responsible for managing customer enquiries related to ResMed products and services, including troubleshooting, warranty support, order management, and issue resolution.
The incumbent will provide first-line technical and basic clinical support, ensuring timely and effective resolution of customer concerns. Where necessary, issues will be escalated to specialised teams to ensure seamless service delivery. This role also contributes to identifying potential sales opportunities while maintaining a high standard of customer experience.
Key Responsibilities
- Provide first-line technical support and basic clinical assistance for ResMed products and services
- Diagnose and troubleshoot customer-reported issues, ensuring timely resolution or appropriate escalation
- Manage customer orders for medical devices, therapy equipment, and related supplies
- Accurately create and maintain customer and account records in internal systems
- Document all customer interactions, technical issues, and resolutions in ticketing systems
- Collaborate cross-functionally (e.g., Sales, Logistics, Technical Teams) to achieve service and sales objectives
- Monitor therapy adherence and provide guidance or support as required
- Identify and support sales opportunities arising from customer interactions
- Track tasks, deadlines, and service requests using web-based tools
- Provide regular reports, insights, and metrics to management as required
- Build and maintain positive customer relationships to enhance satisfaction and retention
- Ensure compliance with established procedures, policies, and quality standards
Role Scope & Working Environment
- Perform a combination of:
- Administrative and coordination tasks within an office-based environment
- Technical support activities requiring product knowledge and troubleshooting skills
- Operational support tasks as required
- Follow established guidelines and procedures with limited scope for deviation
- Work collaboratively with internal stakeholders to exchange information and resolve issues
- Operate with moderate supervision, requiring guidance mainly on new or complex tasks
Qualifications & Experience
Required:
- Minimum 1 year of experience in customer service, technical support, or a related field
- Strong communication skills with the ability to handle customer enquiries effectively
- Basic technical aptitude with the ability to troubleshoot product-related issues
- Proficiency in using CRM/ticketing systems and MS Office applications
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment
Preferred:
- Experience in healthcare, medical devices, or a regulated industry
- Exposure to technical support or call centre environments
- Understanding of therapy devices or clinical support (e.g., sleep therapy)
- Vocational training or equivalent practical experience
Skills & Competencies
- Customer-centric mindset with strong problem-solving skills
- Attention to detail and accuracy in data entry and documentation
- Ability to work independently while contributing to a team environment
- Adaptability and willingness to learn new systems, processes, and technologies
- Strong organisational and time management skills
Experience Expectations
- Demonstrates practical knowledge of day-to-day processes and procedures
- Capable of handling routine queries independently
- Requires guidance primarily for new or complex assignments.
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Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
