This is an established Australian business operating within the fire protection and technical building solutions market, supplying a broad range of products, systems and solutions to customers across the industry for fire protection and detection with fire panels and fire detection systems.

The business has developed a strong customer base across Australia and is continuing to expand its product offering and technical capabilities.

Due to continued growth, the business is looking to appoint a Technical Support professional who can provide product and technical assistance to its existing customer base such as technicians and users.

This is an office based customer supporting technical position and is suited to someone who enjoys problem solving, understanding how products and systems operate and helping customers work through technical enquiries.

Responsibilities:

Working as part of the technical team, you will provide ongoing product and technical support to technicians and customers installing or using the company's range of fire systems.

You will:

- Provide technical support and product assistance to customers
- Respond to technical enquiries via phone, email and other support channels
- Help trouble shoot faults in the field for technicians or new users
- Assist technicians for product queries, configuration, installation and operation
- Visit sites sometimes to do signal strength tests on wireless systems installed
- Troubleshoot product and system issues and help techs identify appropriate solutions
- Communicate technical info clearly to with varying levels of technical knowledge
- Deal with local & some overseas customers in China over email and phone
- Interpret technical documentation, product specifications and manuals
- Assist with product documentation and technical information
- Work closely with sales, operations and other technical team members




- Develop a strong understanding of the company's product portfolio and its applications
- Maintain accurate records of technical enquiries and customer support activity
- Support ongoing with customers through responsive and knowledgeable technical support
- Salary $90,000 - $120,000 + Super
- Join an established renowned business with specialised fire products
- Work with a broad range of Fire detection and Fire Panel products & systems
- Established customer base with ongoing technical support requirements
- Opportunity to develop strong technical knowledge within the fire protection industry
- Work closely with experienced technical and commercial professionals
- West Sydney location full time Monday to Friday
- Long-term career move within a growing in-demand business

Experience needed:

We are looking for someone with prior technical experience toward dry fire electrical systems such as Fire Alarms, Fire Panels, Fire Detection Systems or related solutions.

- Experience toward Dry Fire - Fire Panels, Fire Detection Systems / Alarms
- Technical knowledge toward electronic fire solutions
- Experience working with technical products, equipment, electronics systems
- Could be suited to someone from Electrical trade who wants to be off the tools
- Could be suited to someone from Electrical Engineering toward BMS or Fire
- Experience to AS1670 Fire Standards for compliance is suitable too
- Good communication skills verbal and written
- Strong troubleshooting and problem-solving skills
- Ability to understand technical documentation, specifications and product info
- Confidence communicating technical information to customers
- Strong customer service and relationship management skills
- Strong attention to detail and organisational ability
- Ability to learn recent products, systems and technologies quickly
- As this role deals with some Chinese customers, if you can speak Mandarin that is a big bonus but not essential

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📌 TECHNICIAN SUPPORT | FIRE PANELS (Sydney)
🏢 Thentic
📍 Sydney