National Manager – Technical Support, Warranty & Maintenance Scheduling

Placed.au is looking for a full-time National Manager – Technical Support, Warranty & Maintenance Scheduling for our client in Box Hill, Victoria. This role is responsible for the national coordination and management of post-installation technical support, warranty activity, maintenance planning, and service scheduling. The position oversees post-installation enquiries and service work from initial assessment through to completion, coordinating internal support teams, manufacturers, suppliers, and field technicians to ensure work is planned, scheduled, and progressed efficiently across Australia.

Job Description

• Coordinate post-installation technical support, warranty, and maintenance activities across national operations.

• Oversee national service workloads, priorities, aged work, and technician capacity to support timely completion of customer cases.

• Plan and coordinate national maintenance, warranty, rectification, and post-installation service work.

• Review open service work and determine scheduling priorities based on customer impact, age, technical requirements, parts availability, and technician capacity.

• Coordinate technician allocation and forward scheduling across states and regions.

• Ensure required parts, warranty approvals, RMAs, job information, and technical documentation are available before service appointments are scheduled.

• Monitor scheduled work, reschedules, unsuccessful appointments, and outstanding actions to ensure jobs progress through to completion.

• Maintain visibility of aged and unallocated work and develop plans to reduce service backlogs.

• Oversee manufacturer warranty claims and service requirements in accordance with manufacturer guidelines and company processes.

• Liaise with manufacturers to obtain approvals, replacement products, parts, and technical guidance.

• Coordinate technical escalations between frontline support, internal technical resources, manufacturers, and field technicians.

• Oversee post-installation customer enquiries and escalated service cases, ensuring clear ownership, documented next actions, and appropriate customer follow-up.

• Coordinate internal teams, technicians, and manufacturers to drive cases through to resolution.

• Monitor repeat contacts, aged cases, and recurring service issues and report trends to management.

• Ensure technicians receive clear job briefs including site details, scope of work, required parts, and manufacturer requirements.

• Monitor completion documentation, technician notes, customer sign-off, and warranty evidence.

• Ensure completed service work is accurately recorded and progressed to closure in CRM and field-service systems.

• Provide guidance and operational support to Customer Service, technical support, and offshore support teams.

• Promote consistent national processes and clear accountability across post-installation service activities.

Qualifications / Attributes

• Must hold a relevant Diploma, or at least three (3) years of relevant work experience may substitute for the formal qualification.

• Must possess at least three (3) years of relevant work experience in maintenance planning, service scheduling, technical support coordination, field service operations, or a similar role.

• Demonstrated experience coordinating technicians, service appointments, or maintenance activities across multiple locations.

• Strong organisational and planning skills with the ability to manage competing priorities and high volumes of work.

• Experience managing post-installation, service, or customer cases through to completion.

• Strong understanding of end-to-end service delivery, case progression, scheduling, warranty requirements, and completion controls.

• Experience managing manufacturer requirements, approvals, RMAs, parts, and supporting documentation.

• Sufficient technical understanding to assess service requirements, coordinate troubleshooting, and direct complex issues to the appropriate technical resource.

• Proficiency with CRM, ticketing, scheduling, or field service management systems.

• Strong verbal and written communication skills with the ability to coordinate effectively across internal and external stakeholders.

• Strong attention to detail and ability to maintain accurate CRM, scheduling, and service records.

• Ability to work autonomously and provide national operational oversight across teams and regions.

• Knowledge of solar PV systems, battery storage, inverters, and renewable energy products will be highly regarded.

• Experience coordinating field service technicians across multiple Australian states and knowledge of manufacturer warranty claims and RMAs will be advantageous.

Salary Range

$75,000 – $90,000 per annum excluding superannuation.