Dealer Aftersales Support Supervisor

Technical Support | Outdoor Power Equipment | Dealer Network

Are you a qualified small engine mechanic who enjoys solving technical problems, helping others and getting hands-on with equipment? Ready to take your technical expertise beyond the workshop?

We’re looking for a Dealer Aftersales Support Supervisor to join our team and play a key role in supporting our dealer network, improving product performance and delivering outstanding aftersales service.

This is a varied, hands-on role combining mechanical troubleshooting, dealer technical support, warranty assistance and the development of online technical resources and instructional videos. You’ll work closely with our Sales, Parts, Warehouse and Engineering teams to help dealers resolve issues quickly, improve product knowledge and deliver a better customer experience.

About the role

As our Dealer Aftersales Support Supervisor, you’ll be the go-to person for dealer enquiries relating to parts, servicing, repairs, technical troubleshooting and product information.

You’ll also help build a comprehensive online technical support library, making it easier for dealers to access the information they need to service and repair equipment confidently.

No two days will be quite the same. You could be diagnosing a mechanical issue, helping a dealer identify the correct replacement part, investigating a recurring product fault with Engineering, creating a troubleshooting guide or filming an instructional video.

Key responsibilities

- Dealer technical support: Respond to dealer enquiries relating to parts identification, pricing, availability, servicing, repairs and technical troubleshooting.

- Parts identification: Assist dealers with illustrated parts lists (IPLs), product manuals and technical documentation to identify the correct components.

- Technical resources: Develop and maintain an online library of service guides, troubleshooting procedures, frequently asked questions,



technical bulletins and practical tips.

- Video content: Create instructional videos covering maintenance, servicing, repairs and fault diagnosis, as well as product demonstrations and dealer training content.

- Warranty support: Assist with warranty diagnostics, technical evidence and repair procedures, helping dealers resolve issues efficiently.

- Product improvement: Identify recurring faults, document repair solutions and work with Engineering to investigate issues and implement corrective actions.

- Workshop support: Assist with product testing, inspections, fault investigations, repairs and equipment refurbishment when required.

- Sales and events: Provide technical product support to the sales team and assist with equipment displays, field days, trade shows and industry events.

- Safety and compliance: Follow safe work practices and promptly escalate significant product defects, hazards and safety concerns.

About you

You’re technically minded, practical and approachable. You enjoy working through mechanical problems, but you also understand the importance of transparent communication, accurate documentation and delivering great service to dealers.

You’re comfortable moving between the workshop and computer-based tasks, managing competing priorities and working collaboratively with different teams.

To be successful, you will have:

- A trade qualification as a Small Engine Mechanic, or an equivalent relevant qualification.

- At least three years’ experience in small engine mechanics, outdoor power equipment servicing, technical support or a similar role.





- Strong practical knowledge of mechanical systems, servicing, maintenance and fault diagnosis.

- Excellent communication and customer service skills.

- Valuable organizational skills and the ability to manage multiple enquiries through to resolution.

- Competent computer skills and the ability to maintain accurate technical records.

- A proactive approach to problem-solving and continuous improvement.

- A strong commitment to workplace health and safety.

Experience that will set you apart

- Supporting an authorized dealer network or working within an equipment distribution business.

- Warranty assessment, fault investigation or technical documentation.

- Creating instructional videos, service guides or digital training resources.

- Working with dealer portals, inventory systems or CRM platforms.

- Preparing technical bulletins and troubleshooting instructions.

Why join us?

This is an opportunity to make a real impact beyond individual repairs. You’ll help build the technical resources, support processes and product knowledge that enable our dealer network to succeed.

You’ll have the opportunity to:

- Use your mechanical expertise across a broad range of technical challenges.

- Work directly with Engineering to identify and resolve recurring product issues.

- Develop practical digital resources that make a difference to dealers and customers.

- Build strong relationships across Sales, Parts, Warehouse and Engineering.

- Contribute to continuous product improvement and a better aftersales experience.

If you enjoy solving problems, sharing your technical knowledge and helping others succeed, we’d love to hear from you.

Apply now

If you’re ready for a role that combines hands-on mechanical work, technical problem-solving and dealer support, please submit your resume outlining your relevant qualifications and experience.

We look forward to hearing from you.

📌 Dealer Aftersales Support Supervisor (Archerfield)
🏢 Cox Industries Australia
📍 Archerfield