Warranty and Service Engineer

My Australia Direct is taking application on behalf of our client for a Warranty and Service Engineer. The Warranty and Service Engineer plays a key role within the Quality Assurance team, responsible for managing and resolving warranty cases, providing advanced technical support, and ensuring the highest levels of customer satisfaction for our commercial lighting product range. This role bridges technical expertise and customer service, working closely with electricians, contractors, suppliers, and internal teams to troubleshoot, coordinate repairs or replacements, and maintain product reliability in the field. The ideal candidate is detail-oriented, proactive, and capable of navigating complex quality processes while driving continuous improvement across systems and practices. Benefits Competitive remuneration Task & Responsibilities Warranty Management Collaborate with the Aftersales team to analyse warranty claims, approve replacements, and manage the return of faulty products for fault analysis. Review and approve quotes from electrical contractors for rectification works, including site removal and replacement of faulty products. Conduct hands-on testing and evaluation of returned lighting products and components to verify faults or confirm fixes. Coordinate repair, rework, and refurbishment requirements for warranty replacements. Coordinate with internal cross‑functional teams to identify root causes and implement corrective actions. Liaise with suppliers to arrange product credits and support root cause investigations and corresponding corrective actions. Manage the disposition of warranty returns. Maintain detailed records on warranty databases and reporting systems and analyse field failure data, including failure‑type grouping and field failure rate monitoring, for quality reporting. Technical Support & Troubleshooting Act as the primary technical contact for warranty‑related inquiries and service issues. Guide end customers, contractors, and electricians through technical troubleshooting over phone, email, or on‑site visits. Provide technical instructions and documentation to assist in product diagnosis and issue resolution. Support technicians on‑site through troubleshooting steps or service interventions when required. Develop troubleshooting guides and best‑practice documents for internal and external use. Cross‑Functional Collaboration Work closely with Customer Service, Engineering, Product Management, Sales, and Supply Chain teams to ensure seamless handling of warranty cases. Provide technical feedback and insights to internal teams to improve product performance and service quality. Customer Interaction & Communication Communicate professionally and confidently with customers, contractors, and internal teams. Deliver technical guidance in a clear, customer‑friendly manner, ensuring satisfaction throughout the warranty process. Represent the company’s technical credibility and commitment to quality in all interactions. Qualifications and Experience Skills: Strong communication skills and able to work autonomously. Knowledge of Australian and New Zealand standards for lighting or electrical products (e.g., AS/NZS standards). Strong analytical and documentation skills with the ability to manage data for quality reporting. Excellent interpersonal skills with the ability to work across teams, customers, suppliers, and service providers. Highly organised with the ability to manage multiple responsibilities and deadlines. Strong understanding of electrical circuits, wiring, and testing principles. Hands‑on experience using electrical test equipment (e.g., multimeters, insulation testers, oscilloscopes). Familiarity with electrical safety standards and compliance (AS/NZS, IEC, UL). Good analytical and problem‑solving skills. Strong attention to detail and documentation skills. Ability to read and interpret technical drawings, datasheets, and wiring diagrams. Excellent communication and teamwork skills. Qualifications and Experience: Degree or Diploma in Engineering (Electrical, Electronics, or similar preferred), or equivalent. 4+ years experience in a QA, testing, or manufacturing environment (preferably with electrical/electronic products). Full working rights in Australia. This job is posted from Workinitiatives platform. Work Type: Full time Salary: $ Job Publish: Job Expire: #J-18808-Ljbffr