Technical Support Manager

About the Company

SINOBOOM is an industry leading manufacturer of Aerial Work Platforms. With its global headquarters in Changsha China, Sinoboom is a premium brand with a strong engineering focus and reputation. Sinoboom manufacturers safe and reliable Aerial Work Platforms to customers across the world, including Australia, New Zealand, Europe, Asia and USA. With more than 15 years’ experience in designing, producing and supporting Aerial Work Platforms across the Rental, Construction and Mining Industries.

The Role

To strengthen Sinoboom Australia's value proposition and to continue our great customer experience, we're looking for a Technical Support Manager in VIC. This role will be reporting to General Manager.

Key Responsibilities:

• ·       Act as the primary point of contact with Head Office for all product technical issues, ensuring end-to-end follow-up from issue identification through to resolution and closure.

  ·       Provide hands-on and remote technical support to customers and the internal service team, including troubleshooting, fault diagnosis, and technical guidance on equipment operation and repair.

  ·       Liaise with certification bodies to progress product certification for new products entering the Australian market; maintain close coordination and information-sharing with relevant departments at Head Office throughout the certification process.

  ·       Design training materials and deliver structured training programs, including internal team training and routine customer training sessions.

  ·       Participate in local market research and technical evaluation of new products prior to launch, providing feedback to Head Office on Australian market requirements, compliance considerations, and technical fit.

  ·       Track and consolidate technical issues and field feedback from the Australian market; liaise with Head Office product/engineering teams on product improvement projects and follow up on resolution status.

  ·       Maintain and update technical documentation, service manuals, parts catalogues, and troubleshooting guides to ensure the service team and customers have access to accurate, up-to-date technical information.

  ·       Provide technical input on spare parts identification and warranty claim assessment, working with the service and logistics teams to support timely resolution.

  ·       Ensure all technical support and training activities are conducted in accordance with WHS requirements and manufacturer safety guidelines.

  ·       Work closely with Sales, Parts, and Service teams to ensure technical issues are communicated proactively and do not impact customer relationships or business continuity.

Required Knowledge, Skills and Abilities:

• Trade Certificate

• Original Equipment Manufacturer (OEM) experience will be highly regarded.

• Field service exposure will be highly regarded, including providing breakdown solutions and diagnostics,

• EWP products experience will be highly regarded.

• Auto Electrical experience will be highly regarded.

• Hydraulic experience will be highly regarded.

• Ability to follow required job scope & critical path.

• Safety focused mindset is paramount.

• Good understanding of computer systems and Microsoft Office

• Ability to work unsupervised.

• A proven high level of customer service