Field Service & Customer Experience Technician

Full Time | $65,000 - $70,000 + Super + Company Vehicle + Bonuses

Position Description

Customer Experience Technician - Smoke Alarms

Protecting Families. Building Careers.

At The Smoke Alarm Guys, we're passionate about making Australian homes safer.

Every day, our team helps protect families by ensuring smoke alarms are compliant, operational and ready when they matter most. As Queensland's leading smoke alarm specialists, we've built our reputation on delivering exceptional service and genuine peace of mind to every customer we visit.

With demand continuing to grow, we're looking for a Customer Experience Technician to join our field team across South East Queensland.

This isn't just another technician role. You'll be the face of The Smoke Alarm Guys - meeting customers in their homes, resolving warranty enquiries, servicing smoke alarm systems and ensuring every interaction leaves a lasting positive impression. Your technical skills are significant, but your ability to deliver an outstanding customer experience is what will truly set you apart.

If you enjoy solving problems, working independently and making a real difference to the safety of Queensland families, we'd love to hear from you.

About the Role

As a Customer Experience Technician, you'll play a critical role in protecting our reputation for outstanding customer service. The role is primarily a field-based position, but you will work from our hub at Wacol.

You'll travel throughout Brisbane and South East Queensland completing warranty inspections, servicing smoke alarm systems, delivering products to customers and resolving technical issues quickly and professionally.

This is a hands‑on, customer‑facing role where no two days are the same. In addition to customer‑facing duties, you'll also ensure that your Field Team colleagues and our customers are replenished. You'll work independently while being supported by an experienced team that shares your commitment to quality, professionalism and customer satisfaction.

Key Responsibilities





- Complete smoke alarm warranty inspections and diagnose reported faults.

- Repair or replace smoke alarms in accordance with company warranty procedures.

- Undertake servicing, testing and maintenance of residential smoke alarm systems.

- Deliver products and equipment to customers and business partners throughout South East Queensland.

- Educate customers on the operation and maintenance of their smoke alarm systems.

- Resolve customer enquiries and concerns with professionalism and empathy.

- Accurately complete digital service reports using company systems.

- Maintain company vehicle, tools and stock to a high standard.

- Ensure all work complies with relevant legislation, Australian Standards and company procedures.

- Identify opportunities to improve customer satisfaction and provide feedback to management.

- Represent The Smoke Alarm Guys professionally at every customer interaction.

What You'll Bring

Essential

- Current Australian Driver Licence.

- Outstanding customer service and communication skills.

- Strong problem‑solving ability.

- Excellent attention to detail.

- Ability to work independently and manage your own workload.

- Professional presentation and a positive attitude.

- Comfortable using smartphones and mobile applications.

- Physically capable of working safely in roof spaces and residential environments.

Highly Desirable

- Previous experience within the smoke alarm industry.

- Experience servicing, testing or installing residential smoke alarm systems.

- Electrical, maintenance or trade background.

- Experience in a mobile field service or technician role.

- Experience working directly with homeowners,



tenants and property managers.

What Success Looks Like

Our Customer Experience Technicians:

- Deliver exceptional customer experiences every day.

- Resolve customer issues on the first visit wherever possible.

- Take ownership of every customer interaction.

- Communicate professionally and clearly.

- Treat every customer's home with respect.

- Maintain high standards of workmanship and attention to detail.

- Take pride in representing The Smoke Alarm Guys brand.

Why Join The Smoke Alarm Guys?

- Join one of Queensland's leading smoke alarm compliance businesses.

- Company vehicle, tools, uniform and equipment provided.

- Stable, full‑time employment with a growing business.

- Ongoing training and professional development.

- Supportive and collaborative team environment.

- Opportunities for career progression as the business continues to grow.

- Work that genuinely helps protect Queensland families every day.

Our Values

At The Smoke Alarm Guys, we believe that outstanding customer service is every bit as important as technical expertise.

Every visit is an opportunity to build trust, solve problems and provide peace of mind. Whether you're delivering a replacement alarm, completing a warranty inspection or servicing an existing system, the experience you create is just as important as the work you perform.

We look for people who genuinely care about customers, take pride in doing things properly and want to be part of a team that's making homes safer across Queensland.

Our Ideal Candidate

You're someone who enjoys meeting people, solving problems and working independently. You're organised, reliable and take pride in delivering great service.

Experience in the smoke alarm industry would be highly regarded, but above all, we're looking for someone with the right attitude—someone who understands that every customer interaction is an opportunity to strengthen our reputation.

If that sounds like you, we'd love to hear from you.

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📌 Field Service & Customer Experience Technician (Brisbane)
🏢 The Smoke Alarm Guys
📍 Brisbane