Job Description

Join Australia's premium heat pump manufacturer.

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Reclaim Energy is a leading Australian supplier of premium hot water heat pump systems, recognised for delivering innovative, energy-efficient solutions backed by exceptional customer service.

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We're looking for a customer-focused and technically minded Warranty & Aftersales Coordinator to join our growing team.

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This is an ideal opportunity for someone who enjoys solving technical problems, working closely with customers and installers, and taking ownership of warranty cases from enquiry through to resolution.

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Working alongside our Warranty & Aftersales Team Leader and supported by an Warranty Administrator, you'll play a key role in delivering an outstanding aftersales experience while helping drive continuous improvement across our products and services.

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About the Role

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As the Warranty & Aftersales Coordinator, you'll become the primary point of contact for technical warranty enquiries across our Reclaim Energy and Apricus product ranges.

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You'll work closely with customers, plumbers, installers, service agents, Relationship Managers and manufacturers to diagnose faults, coordinate repairs, authorise warranty outcomes and ensure every customer receives a professional and timely resolution.

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No two days are the same - this role combines customer service, technical troubleshooting, problem-solving and coordination.

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Key Responsibilities

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- Manage warranty cases from initial enquiry through to resolution.
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- Respond to warranty enquiries via phone and email.
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- Manage the company's Warranty & Aftersales 1300 support line.
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- Assess warranty claims against company policies and warranty terms.
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- Diagnose product faults using technical information and service reports.
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- Coordinate authorised service agents and warranty repairs.
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- Liaise with manufacturers regarding technical support and warranty approvals.
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- Coordinate replacement parts and warranty outcomes.
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- Maintain strong customer relationships through proactive communication.
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- Monitor warranty trends and identify opportunities for continuous improvement.
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- Work collaboratively with our Sales, Technical, Operations and Customer Service teams.
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About You

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You'll be someone who enjoys helping customers, solving problems and working in a fast-paced technical environment.

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You'll also bring:

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- Experience in warranty, aftersales, technical customer service or service coordination.
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- Excellent communication and customer service skills.
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- Strong organisational skills and the ability to manage multiple cases simultaneously.
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- Confidence communicating with customers, installers and technical stakeholders.
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- A proactive, solutions-focused approach.
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- Robust computer skills, including experience using CRM systems.
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- High attention to detail and excellent follow-through.
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Experience within HVAC, plumbing, electrical, renewable energy, appliances or building products will be highly regarded but is not essential.

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Why Join Reclaim Energy?

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- Join one of Australia's leading heat pump specialists.
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- Support premium products backed by leading Australian and global manufacturers.
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- Work with an experienced and supportive team.
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- Opportunity to further develop your technical knowledge.
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- Stable, growing business with genuine long-term career opportunities.
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- Competitive salary based on experience.
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If you're passionate about customer service, enjoy technical problem solving and want to be part of a business committed to quality and innovation, we'd love to hear from you.

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📌 Warranty & Aftersales Coordinator (Williamstown)
🏢 Reclaim Energy
📍 Williamstown